Diana Daniels-Holland, a customer care agent in Troy, MI, has been using the Postal Service’s new Customer 360 platform since October.
“I love the navigation, and it’s easy on the eyes,” she said. “When the screen pops up, I see everything. I don’t have to keep repeating. It already populates with the information I need.”
USPS employees across the nation will soon discover the advantages of using Customer 360 for themselves.
In June, the Postal Service will begin rolling out the platform — also known as C360 — in Consumer Affairs offices, Customer Care Centers and Post Offices.
Daniels-Holland and her colleagues in the Customer Care Centers in Troy and in Edison, NJ, along with Post Offices in Capital Metro Area, have been testing the new tool, which is part of the Postal Service’s core strategy to deliver excellent customer experiences.
C360 shows when, where and how often a customer has previously contacted the Postal Service for help, and the platform integrates other applications to help resolve customer inquiries faster.
The C360 national rollout also includes a redesigned FAQ page at usps.com, where customers can submit inquiries online through a redesigned and more-intuitive interface.
“The integration of information between the call centers, district offices and local Post Offices is key to timely resolution of our customers’ issues,” said Western Area Marketing Manager Debra Persico, who is overseeing the field implementation of C360.
The C360 rollout is expected to take several months. The Customer 360 Blue page has more information.