Canada Post Wins CRM Award of Excellence
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Canada Post has been awarded the Gartner Customer Relationship Management (CRM) Award of Excellence.
Gartner, Inc., a leading research and advisory firm, created the award to recognize business-to-business and business-to-consumer companies who most clearly demonstrate excellence in their CRM initiatives as evaluated against the eight building block criteria Gartner has defined for CRM. More than 190 companies across three continents were vying for the award.
Gartner’s CRM Award of Excellence is given to the organization demonstrating best practices in their use of CRM to solve real-world business challenges.
Companies are judged in eight categories: vision, strategy, customer experience, organization, metrics, processes, information, and technology.
Canada Post was recognized for its effective customer-centric approach to doing business with its many stakeholders, effectively transforming its business methodology to embrace the Internet and introduce new channels for its customers.
Canada Post’s Business Transformation Program, launched less than two years ago and powered by the mySAP.com(r) e-business platform, utilizes the expertise of implementation partners SAP and Accenture. With mySAP
Customer Relationship Management (mySAP CRM) as the cornerstone, the Business Transformation Program streamlines business processes. To date, more than 60 legacy applications have been replaced with one, integrated e-business platform.
Canada Post says it has experienced a significant increase in its customer satisfaction rating over the last two years and has enjoyed a net income of $84 million as reported in its 2000-2001 annual report.
“SAP’s complete solution started us off in the right direction,” said Cal Hart, vice president of Business Transformation at Canada Post. “With a comprehensive, integrated solution, powered by mySAP.com, we are firmly in the driver’s seat on all aspects of change – exactly what we need to make business transformation a success.”
Canada Post Corporation (CPC) and its affiliate Purolator Courier Ltd. move nearly 10 billion messages and parcels annually. These items are processed through 25 major plants and many other facilities for delivery to over 13 million addresses in Canada. Together with its affiliated companies, Canada Post ranks 39th among Canadian businesses in terms of consolidated revenue and is the sixth largest employer in Canada. Canada Post has commercial, operational, and financial links with over 200 postal administrations around the world.
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