Delivering superior customer experience with Ezetap
Delivering superior customer experience with Ezetap

Delivering superior customer experience with Ezetap


Ezetap's simple and effective solution helped FedEx digitise their last mile process and deliver their logistics services effectively.

Delivering superior customer experience with Ezetap

20% increase in delivery agent efficiency

Delivering superior customer experience with Ezetap

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 A great last mile delivery experience in the logistics sector

Story

A great last mile delivery experience in the logistics sector


FedEx Express is the world's leading express logistics company. Known for its fast and reliable delivery, the company serves over 220 countries and territories. FedEx uses the global air-and-ground network for a speedy delivery of time-sensitive shipments and gives a money-back guarantee. The company operates three business lines - Collection on Delivery (COD), Return on Delivery (‘ROD’) and Pre-Paid Delivery (‘PPD’). Prior to Ezetap, Fedex heavily relied on cash-based collections.

A technology partner who could meet their global security standards

Goal

A technology partner who could meet their global security standards


FedEx was seeking a technology partner who could deliver a simple and effective solution that could:
1. Meet their Global Security Standards
2. Help them digitize their delivery process and split settlements across various businesses
3. Automate their reconciliation process
4. Enable the department to deliver their logistics services effectively

Living up to its name of reliability, the company is committed to meeting its timelines. Thus, both time and efficiency are of utmost importance to the company which handles on an average 14 million packages per day, all of which are extremely time-sensitive. Prior to deployment of Ezetap, the company faced multiple challenges which included:
• Excessive time and effort spent by agents on manual reconciliation due to cash-based collections
• Excessive cash-handling
• Cash mis-management and rotation of cash, leading to pilferage
More so, FedEx being a multinational company, the systems and standards are directed at a global level. As per these standards, the Indian subsidiary could not open their systems for data sharing which was required for updating the daily deliveries data into the app.

A software payment platform with a custom-built app, pre-loaded on the delivery agents’ smartphones

Solution

A software payment platform with a custom-built app, pre-loaded on the delivery agents’ smartphones


Ezetap’s provided a packaged solution to Fedex - a software payment platform, in the form of a custom-built app, pre-loaded on the delivery agents’ smartphones. This solution also includes a hardware device for card-based payment acceptance.
Ezetap’s solution for FedEx consists of the following smart features:
1. Barcode scanning to retrieve customer details
2. Server to Server Integration
3. Acceptance of all payment modes on delivery
4. Digital Customer Charge slip on payment
5. Automated 3-way reconciliation between order, transaction, and settlement data

Due to data restrictions, FedEx uploads a daily list of airway delivery data on the SFTP server which is auto-synced onto the Fedex app by Ezetap. Thus, Ezetap makes the delivery run sheet available directly on the agent’s app. The delivery agent accesses the FedEx app on his phone to check for his set of deliveries and sets off to the location for his first delivery.
1. Barcode-Scanning: At the location of delivery, the agent scans the barcode on the package using Ezetap’s device to retrieve customer details including the amount to be received.
2. Payment Collection: The agent allows the customer to make the payment via their preferred mode– Cash, Card, Wallets, and Remote Payment, and records the same in his app
3. Remote Payment: In case the customer chooses to pay via Remote Payment, a payment link is pushed to the customer’s mobile number via an SMS. The customer can click on this link and make the payment online.
4. Payment Receipt: Once the transaction is completed, a digital receipt is sent to the customer as an SMS on their mobile device
5. Auto Reconciliation: Due to the end-to-end server integration, the data is reconciled from the agent’s smartphone to the main system at the head office

massive_success

Massive Success


  • Ezetap helped FedEx streamline their business by digitally transforming a manually-led process to a fully-digitized, smart, and efficient system.
  • Increased Collections: All orders including cash, are recorded through the Ezetap app, which eliminates cash-pilferage and mis-management by the agents, thereby, increasing overall collections.
  • Enhanced Agent Efficiency: Prior to Ezetap, the reconciliation process was manual and therefore laborious. Agents were regularly seen extending their hours beyond work timings. With e-recording and auto-reconciliation, the inefficiencies arising out of the manual processes are eliminated. The increase in agent efficiency leaves them with more time to process more deliveries.
  • Enhanced Operational efficiency: With the introduction of digital payments, the work spent in cash management, both, at the agent and the hub level has reduced drastically. The payment process has become more streamlined and it has helped the team to better manage the storage and reconciliation challenges related to cash management, thereby enhancing operational efficiency.
  • Improved Transparency: Access to centralized dashboards provides a single unified view into real-time data on deliveries and collections. With Ezetap dashboards, the department has more transparency and a better control over resources, thus giving them valuable insights on hub-wise breakup, top users, bottom users, active rates, all of which gives them an opportunity to optimize and plan the resources better.
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