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UPS Develops Innovative Solution for ebay

How do you extend your service to almost 70 million consumers in one sale? That's what UPS did when it developed an innovative solution for eBay Inc. to give eBay's buyers and sellers access to online shipping information and service that compares with that available to the largest corporation.

Customers that complete a purchase on eBay have typically shipped via the United States Postal Service. With the tools available in the future, buyers will be able to compare shipping from UPS and the USPS and if they select UPS, the buyer will be able to track the package and the seller will be able to send email confirmation of orders and shipping. Buyers will also be able to choose from several delivery options. Sellers will be able to automatically transfer information, such as the customer's address from the purchase record, to the shipping record, saving the buyer and seller time and reducing errors.

Trust is an important factor in any sale. With this additional information, the level of trust in an eBay sale will be higher because of the quality of information available. The reality today is that the value of information has become almost as critical as the movement of goods themselves. Individuals and companies want access to information that tells them where their goods are and when they will arrive. With this in mind, UPS has evolved from a package shipper to a company that provides shipping, tracking and even funding for sales, the three components of commerce. By providing a total solution, UPS is striving to increase the value of the services it provides.

Because of the importance of this new type of commerce, UPS has created a special sales force called electronic commerce account managers, or ECAMs. ECAMs have specialized knowledge of the technology to accomplish e-commerce. They work in conjunction with other UPS sales professionals to implement a total solution for customers, including shipping, tracking and funding. Their objective is to put in place a much better service operation for their customers. In essence, the process takes complicated "stuff" that provides value and makes it easy for the customer and end user to use. This improves the customer service interface and provides value. When this happens, customers complete their purchase and come back to buy again because they can easily get what they want.

Sales leaders help their customers take advantage of change with high-value, innovative solutions. Technology is a precursor of change and this sale takes advantage of the opportunities that the technology provides. This sale by UPS is a good example of the type of sale that sales leaders initiate.

 

©2003 James A. DeSena www.salesleaders.com