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| - challenge: UPS' customer base is very large and diverse. With a direct correlation between customer satisfaction and customer retention, ensuring account satisfaction is imperative to success. However, due to numerous organizational touchpoints (e.g. all UPS communication channels), addressing customer inquiries and concerns was not consistent. For account executives, identifying all major touchpoints and ensuring a consistent message was difficult. | - solution: The Priority Product Volume Trends (PPVT) database. The PPVT identifies all major touchpoints for customers using UPS' most profitable products. Plus, lists all critical account information, and calculates monthly volume variances to identify lost business/churn. The application's utility extends to sales and operations. | - results: Increased customer satisfaction and retention, resulting from unified communication across all major touchpoints. | ||
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