The Client
FedEx is one of the top three logistics providers in the world and is responsible for more than 210 million shipments processed annually into and throughout Europe.
The Challenge
FedEx had pursued several efficiency measures resulting in customer losses. Process orientation and KPIs were running the organisation with little attention to given to human impact.
The Approach
Strativity reviewed background documents to build context and ran a series of workshops to understand current issues and opportunities. We then deployed large-scale quantitative research and completed mapping of the employee and customer experience by key segments. A subsequent experience audit of the following touch points was carried out – across sales, couriers and call centre. Economic models were then developed along with recommendations for measurements, performance evaluation, incentives and employee education. Strativity assisted further with complaint management, employee education, measurement approach, customer contact for executives, customer experience governance model and innovation with their high-end service offering.
The Results
As a result of Strativity’s work, FedEx experienced organic growth by 44% over 24 months.
