By Deborah Gage  |  Posted 2005-01-13 Print this article Print

FedEx already saves money by steering inquiries to its Web site, so how can it justify spending $326 million a year on call-center reps?

Fedex Base Case

942 S. Shady Grove Rd.,
Memphis, TN 38120

Phone: (901) 818-7500

Business: Delivers packages and provides other business services in 215 countries and territories.

Chief Information Officer: Robert B. Carter

Financials in fiscal 2004 (through May 31, 2004): Revenue $24.7 billion; net income $838 million.

Challenge: Continue to improve customer service without raising costs.

Baseline Goals:

  • Improve productivity 5% a year, from $126,176 of revenue per employee in fiscal 2004.
  • Grow revenue 10% a year, from $24.7 billion in fiscal 2004.
  • Improve margin of operating profit to 10% of revenue, from 5.8% in fiscal 2004.

Senior Writer
Based in Silicon Valley, Debbie was a founding member of Ziff Davis Media's Sm@rt Partner, where she developed investigative projects and wrote a column on start-ups. She has covered the high-tech industry since 1994 and has also worked for Minnesota Public Radio, covering state politics. She has written freelance op-ed pieces on public education for the San Jose Mercury News, and has also won several national awards for her work co-producing a documentary. She has a B.A. from Minnesota State University.


Submit a Comment

Loading Comments...
eWeek eWeek

Have the latest technology news and resources emailed to you everyday.

By submitting your information, you agree that baselinemag.com may send you Baselinemag offers via email, phone and text message, as well as email offers about other products and services that Baselinemag believes may be of interest to you. Baselinemag will process your information in accordance with the Quinstreet Privacy Policy.

Click for a full list of Newsletterssubmit