IPC’s Global Customer Service System (GCSS) enhanced to better serve customers
IPC has made significant progress with a major enhancement programme for its Global Customer Service System (GCSS). GCSS currently links 291 postal customer service centres across 191 countries. GCSS enhancement programme phase one has been successfully launched on 17 May, bringing the new functionalities of Customer Service Force Majeure and enhanced auto population of inquiries. Throughout the remainder of 2021, GCSS enhancement phase 2 shall bring sharper focus upon existing established processes and will, in addition, provide new features. Thanks to all these new functionalities, this enhances the support GCSS provides to posts to assist their customer complaints across all international tracked postal products, such as EMS, UPU Parcels, INTERCONNECT, EPG and PRIME.
The second phase development is well underway towards meeting the planned delivery in Q4 2021.