FedEx provides customers and businesses worldwide with a broad portfolio of transportation, e-commerce and business services. Consistently ranked among the world's most admired and trusted brands, FedEx operates in more than 220 countries and territories. FedEx delivers more than 4 million packages daily around the world.
The growth of e-commerce reshaped how FedEx supports its customers. As their shopping habits change, customers increasingly want to have a say on how they connect with brands. For FedEx, this meant expanding customer service to include mobile. However, just having a mobile site available would not be sufficient – the site would need to deliver on the FedEx global promise and be accessible across many markets and geographies. Further, customers need to have a consistent mobile experience regardless of which FedEx business unit they engage with.
The mobile site was created to expand the number of ways consumers and retailers could use their mobile phone to manage and track FedEx shipments. The mobile site makes it easy for customers on-the-go to do business with FedEx in over 220 countries and territories, and in more than 20 languages. The site was also one of the first to be built with HMTL5 and to make use of location services to power the “find near me” function on GPS-enabled devices.
“It was our vision to give all FedEx customers immediate access to FedEx products and services regardless of their physical location, preferred language or device,” said Charlie Ciaramitaro, director of marketing for FedEx Services. “In less than three months, we had our core site optimized which we could have never done in-house,” said Ciaramitaro when interviewed by Direct Marketing News.
The mobile site allows customers to track a package, receive automated shipment updates until a package is delivered, schedule and change their delivery preferences (with FedEx Delivery Manager), get a shipping quote, create a shipping label, or find a nearby FedEx shipping location.
Since the launch of the site, FedEx has seen consistent and sustained growth in mobile traffic. Overall site performance has been strong, particularly during the major shopping periods such as Thanksgiving and Christmas. FedEx investment in mobile has also paid off in terms of a positive impact on customer service and increased customer loyalty.