A Michigan Postmaster has gone the extra mile to help implement Customer 360, the Postal Service’s new customer relationship management platform.
When USPS introduced Customer 360 last summer, Greater Michigan District leaders realized they needed to provide employees with hands-on, simplified training.
That’s when Northport, MI, Postmaster Jennelle Pelky stepped in as an ambassador for the platform, also known as C360.
“[Customer 360] opens the door of communication between management and our customers like no other program has before,” Pelky said. “It’s similar to [external customer service platforms], and USPS must evolve to continue to remain relevant and meet customer needs.”
C360 shows when, where and how often a customer has previously contacted the Postal Service for help, and it integrates other applications to help address customers’ inquiries faster. The platform is part of the organization’s core strategy to deliver excellent customer experiences during every interaction.
After mastering C360 herself, Pelky created step-by-step training materials for her colleagues throughout the district.
“She has been instrumental in personally training our Postmasters and C360 champions,” said Janelle Kamp-Jasulaitis, Greater Michigan District’s consumer and industry contact manager.