Company: FedEx
Company Division/Group: Services/eCommerce Marketing
Company Description: FedEx Express is the world's largest express transportation company, providing fast and reliable delivery to every U.S. address and to more than 210 countries. FedEx Express uses a global air-and-ground network to speed delivery of time-sensitive shipments, usually in one to two business days – with the delivery time guaranteed.
Nomination Category: Company, Office & Product Awards Categories
Nomination Sub Category: Best New Product or Service

Nomination Title: FedEx International Online Shipping Solutions

Describe the nominated product or service: its functions, features, and benefits, and how it differs from competitive offerings. Include the date in 2002-03 on which the product or service was introduced to the marketplace (up to 500 words):

Summary:
In March 2003, FedEx successfully integrated Global Trade Manager functionality
into FedEx ShipManager, creating a superior and consistent customer experience
for international shippers.  Global Trade Manager (GTM) is a set of online
international shipping tools, including a duty and tax estimator, denied party
screener, and international documentation applications, which help reduce the
complexity associated with shipping internationally.  These value added tools
increase customer satisfaction and retention, decrease costs associated with call
center migration, increase international shipping revenue, and create a competitive
advantage for FedEx.

Background:
International trade can be an extremely complex experience for businesses.
Global Trade Manager was developed with the objective of simplifying this process
for FedEx customers.  Research revealed that the most critical problems
experienced by international shippers include:

* Issues with complying with customers regulations and laws
* Missing paperwork at destination
* Difficulty calculating shipping duties and taxes

To address these issues and opportunities, GTM was created as a standalone
application on FedEx.com.  GTM provides customers with a dynamic set of online
international tools and a comprehensive compilation of international information to
address the unique needs of the international customer, including:

* Find International Documents - Empowering customers to determine shipment-
specific advisories and international documents needed using a library of nearly
1,200 forms from 40 countries.
* Estimate Duties and Taxes - Provides the ability to identify and quote duties an
taxes before the shipment is made.
* Denied Party Screening - Helps prevent potential fines and legal problems related
to shipping to parties with trade sanctions.
* International Resource Center - A one-stop repository of international trade tools
and information.  This includes in-depth Country Profiles for 40 countries covering
items such as prohibited goods.

In March 2003, FedEx successfully integrated Global Trade Manager functionality
into FedEx ShipManager, the online shipping tool on FedEx.com  By integrating
GTM functionality into FedEx ShipManager, FedEx effectively created a seamless
online process for international customers to research and prepare the document
requirements for shipping an international package.

Additional benefits include:

* Increased customer satisfaction and enhancement of the FedEx brand.
* Migration of customer inquiries from the more expensive customer service
channels (i.e., call center) to automation devices.

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. You may also include links to product photos, logos, etc. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

FedEx ShipManager can be accessed via the "Ship" tab on fedex.com:
http://www.fedex.com/us/international/?link=1

To experience Global Trade Manager integration into FedEx Ship Manager, simply
logon to fedex.com, select Ship from the navigation tool bar, and complete the
entry fields as if shipping an international package.  A simply password signup is
required to access ShipManager.  The standalone application of Global Trade
Manager can be accessed via the International Tools tab on fedex.com:
http://www.fedex.com/us/international/?link=1

Provide a brief (up to 100 words) biography of the leader(s) of the team that developed this nominated product or service:

Ken Milman joined FedEx in June 2001 as a Senior Marketing Specialist in
eCommerce Marketing.  Through his leadership Ken built the business case and
strategy for integrating the core features of Global Trade Manager, the FedEx
online International Tool, into FedExShip Manager.  He effectively executed the
project to give customers a faster and more streamlined approach to finding their
international documents within the shipping process.  In 2003 Ken was awarded
the 2003 FedEx Global Marketing Shining Star Award for demonstrating significant
accomplishments in innovation, collaboration, profitability and efficiency.  Ken
holds a Master of Science in Management Information Systems for the University
of Memphis and a Master of Business Administration for the University of Texas at
Austin.