BUSINESS OVERVIEW Up-to-the minute communications on the status of a transaction are such an expectation in today’s digital world that customers almost take them for granted. No industry perhaps is impacted by this expectation more than the shipping business. Customers want to know where their package is in the shipping process at all times—and they want to know if anything changes that can impact their delivery. When customers don’t have these updates, they typically reach out to the shipper through the most costly channel available: the call center. While customers expect up-to-the-minute communications, not every company can deliver. One of the world’s largest express shipping and logistics companies sought to transform their customer communications with a singular goal of

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