2017 Winner Profile

FedEx Corporation

Project Description:
Customer convenience and access are core to the strategy of FedEx Corp. However, when FedEx makes multiple delivery attempts to customers' residences, the profit margin on packages is greatly reduced. FedEx Onsite expands convenience options for customers and saves on multiple delivery attempts. The FedEx Onsite project created a new, scalable retail model for expansion of the FedEx retail network. This was accomplished by combining mobile software and hardware to enable third-party retailers to operate on behalf of FedEx. This expanded network allows customers to drop off packages for shipment and hold packages for pickup at these locations until it's convenient for them to pick them up. Additionally, FedEx gains operational efficiencies from this model by reducing delivery reattempts. Partnering with retail locations increases the number of customer options and has the potential to increase volume and revenue for FedEx and offers retailers the additional benefit of increased foot traffic into their stores.
Business Functions:
Customer Service or Support, IT, Supply Chain or Logistics
Business Goal:
Customer Experience
Robert B. Carter, EVP FedEx Information Services / CIO
Frederick W. Smith, Chairman of the Board
Memphis, TN
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