The Postal Service is improving its Customer 360 platform, based on feedback from employees who’ve used the system since its introduction last year.
Known as C360, the system shows when, where and how often a customer has previously contacted USPS for help, and it integrates other applications to help address customers’ inquiries faster.
Here’s an overview of the improvements, which are slated to debut in September:
• Expanded reporting capabilities. The Postal Service will add features to C360 that allow employees at all levels to track the status of service updates and adherence to service level agreements. Additionally, the system will make it easier to manage customer inquiries received from postal executives, the USPS Board of Governors and congressional offices.
• Better customized reports. The system will allow users to access the Salesforce Einstein tool for consumer and industry contact managers in addition to the updated national, area and district dashboards that were added in August.
• More opportunities for collaboration. The system will improve the review and approval process for email communication between Post Offices and customers and make it easier to track emails that are assigned for review.
C360 is part of the Postal Service’s broader efforts to deliver excellent customer experiences, a core strategy.
The Customer 360 Blue page has more information about the platform.
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