Parcelforce Worldwide - Case Study Analysis

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{draw:frame} {draw:frame} Problem, Solution: Summary Parcelforce Worldwide is a mailing service company. It is part of the Royal Mail Group. It handles 200,000 parcels a day, and has over 30,000 business customers ranging from regular individuals/business-to-consumer (B2C), to large business firms/business-to-business (B2B). Parcelforce had made few, but yet important, strategic changes. Those changes were concentrated on Operations (to be more efficient), Marketing (to increase the firms brand strength), and on Growth (to expand into new markets). On-time deliveries Online parcel tracking system. Customer care service center specialized in troubleshooting. Parcelforce took into consideration that its customers are highly diverse. The company trained its staff on dealing with individual customer needs. For example: Drivers have been trained to write illegible delivery cards especially for people poor sight and those who English is not their first language. Teaching customer service staff how to assist customers with disabilities. The company also realized that customers cared about how it dealt with its social responsibilities. So it worked on: Using carbon free delivery trucks. Supporting education (as a positive activist and role-player) Ensuring that all customers can access all services. Parcelforce carried out an analysis concerning the areas to improve; which resulted the following: Deliveries – on time, with clear documentation Re-deliveries – providing clear procedures Collections from customers – providing a timely service Customer contact – providing help by web or by phone (Source: original case study) It is commonly known in business world that gaining a new customer costs much more than keeping
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