Corporate Express Delivers Improved Customer Service to Canadian Market

Corporate Express, the world's largest business-to-business suppliers of essential office and computer products, has one of the most advanced distribution structures in the industry with approximately 2,300 delivery routes in North America traveled by 1,100 delivery vehicles. A steadfast commitment to service, distribution expertise and technology excellence challenges the company to continuously evaluate the effectiveness of its delivery process and ability to meet customer needs.

Having relied on paper manifests, manual data entry and phone communications to complete its delivery process for many years, Corporate Express Canada soon realized that little real-time information existed about delivery activity in the field, including delivery status, times and signatures. System updates took place the following day and had the potential to include human error. Such a system slowed the responsiveness of Corporate Express' customer service department and its ability to quickly access information to respond to customer inquiries regarding receipt of an order or its status in the field.