Forty years ago, FedEx’s game-changing, innovative overnight delivery technology demonstrated that information about the package was as important as what was in the package. Today, FedEx continues to distinguish itself by leveraging technologies that keep its 300,000 workers up-to-date on their own information.
Through the deployment of a new Shared Services model in Payroll, employees are able to experience this same level of customer service from the company that they deliver every day.
Consolidating four payroll organizations and systems and organizing into customer service-driven tiers of expertise, employees are able to access information through several channels, including 1) a personalized portal that allows them to find answers to their own questions, or 2) submit online requests through an HR-centric case management tool, or 3) call the shared services center, where contact center professionals can access a knowledgebase of personalized information.
Shared Services is now fulfilling the FedEx mission of My Service. My Way by not only providing employees with a customer-like experience but remaining in compliance with government, state and local laws.
Join Linda Craig, Manager, FedEx, as she describes FedEx’s decision to move to a Shared Services model, the change management and technology required to get there, and how the organization plans to leverage information generated in this new model.
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