GreatArrivals.com speeds customer service with new UPS shipment view tool
Gifts retailer GreatArrivals.com is one of nearly 1,000 companies that have signed on to a new web-based Quantum View Manage application from UPS that lets them view shipment status for multiple accounts without a tracking number, UPS reports. The application is designed especially for retailers and other businesses that must simultaneously track multiple time-sensitive shipments to stores or customers. “It has helped us cut the time we spend responding to ‘where’s my order’ calls in half,” says Brad Boudreau, customer service manager for GreatArrivals.
Quantum View Manage allows users to create customized views of shipment information including shipment history for outbound and third-party shipments. For example, UPS said, a retailer’s finance department can use the application’s confirmed delivery notice feature to automatically trigger the sending of invoices or to view all outstanding COD accounts. And a customer service department can customize the application to receive--and have customers receive--e-mail notification of when a package is shipped, when it arrives, and if it’s been delayed.
"If a delivery is delayed because of an incorrect address, or because a customer wasn`t present when delivery was attempted, we know immediately and can call our customer to let them know," Boudreau says. "We`ve enhanced customer satisfaction and loyalty.”
Forever 21, a retailer of fashion apparel with 145 stores in 25 states and Canada, says the UPS application has proved a vital tool in its ability to provide visibility into critical shipments. “If we’re running short on a hot-selling item in Miami or Edmonton, it’s imperative that we replenish our inventory immediately, and the visibility provided by Quantum View Manage is crucial,” says traffic manager Chan Chau. "Previously, a shipping manager spent most of his day researching the status of clothing heading for our various stores."
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