Since the launch of the web-based Customer Service System in 1999, many things have evolved and improved. This system already offered easy access to data and a unique system for tracked ID. Since then, it has developed into the reliable, customer oriented Global Customer Service System (GCSS) IPC manages today. IPC’s GCSS enables the exchange of inquiries between postal operators’ customer service departments and is the tailored tool to answer the increasing demands from e-retailers and consumers for swift information about the whereabouts and status of cross-border postal items.
The six GCSS principles of quality enable postal customer service departments to be more competitive and provide a better e-customer experience to their respective clients:
• Flexible inquiry process
• Better data quality in requests and replies
• Enhanced pro-activity
• Faster resolution and decreased workload
• Enhanced system intelligence
• Improved customer service experience
Although one unique platform, GCSS supports many different international delivery services and networks such as parcels; Registered, Insured, Exprès (PRIME); Express Mail Service (EMS) and Kahala Posts Group (KPG); E-Parcel Group (EPG) and INTERCONNECT (Standard Packets, Standard Parcels and Premium).