Preliminary

Complaints have been received about: poor package tracking system, long wait times for call center, and language barriers.

Most complaints stem from Domestic Shipping with FedEx Ground and International Shipping with FedEx Express.

A. Architecture Vision

• Outsource Customer Service

• Improvements to HelpDesk

• Improve Tracking System

• Implementing Stake Holders: CIO, IT Management, & IT Engineers

B. Business Architecture

Baseline:

Tracking System has significant updating lag times.

Poor Customer Service

Target:

Implement Transportation Management System (TMS)

Introduce Online Chatbots

Create Employee recognition and reward scheme

Maintain records of customer interactions

Improve Recruitment process

C. Information System Architecture

Baseline:

Data is not refreshed timely.

Data is not integrated between business units

Staffing & Training Issues with Customers Service Reps

Target:

TMS apps

Customized Tracking Dashboard

AI Online Chatbot.

Recruitment app (Linkedin, ZipRecruiter, Indeed)

Employee Training app (ConnecTeam)

Customer Service Apps(Zendesk, Moxo)

D. Technology Architecture

Implement:

FedEx Network,

Web Services, Digitizing supply chain (FedEx Dataworks)

SenseAware ID (FedEx Sensor)

Multi-cloud edge infrastructure services

E. Opportunities and Solutions

• Use AI Online Chatbots to decrease response time with common issues

• Collect issues in database

• Provide customer service apps for customers to share their experience

• Hold employee training seminars periodically

• Introduce multiple language helpdesk

F. Migration Planning

OBJECTIVE, DESCRIPTION, ACTION

• Improving tracking system

• Use of modernized TMS softwares and effective APIs.

• Find the best TMS software vendor in the market providing the desired solutions.

• Hiring smart software engineers for creating APIs.

• Automation in Customer Service Helpdesk

• AI based chatbots.

• Improved IVR menus.

• Auto email replies.

• Improving Recruitment process

• Hiring qualified workforce by testing them through various parameters.

• Training the staff by experts.

• Motivating the staff to perform better.

• Hiring staff by using apps such as Linkedin, Ziprecruiter, Indeed.

• Organizing leadership programs and courses for staff

• Employee Recognition and Reward Scheme..

• Providing HelpDesk service in multiple languages

• Help the customers to interact easily and share their problems.

• Hiring the staff with knowledge of different languages.

G. Implementation Governance

• Clearly stipulate Corporate Guidelines

• Review and revise Corporate Guidelines periodically

• Continually receive and analyze feedback from stakeholders.

• Continually research and develop implementation governance

• Perform quality checks and audits

H. Architecture Change Management

• Continually analyze Architecture Change data

• Update tech apps and tools frequently

• Expect resistance to change from employees and stakeholders