Transforming Customer Care: The UPS Store Enhances Shipping Protection Experiences

Experiencing a lost package can be extremely frustrating. The anger and disappointment when something doesn't arrive is universal.

Through UPS Capital^® shipping protection programs in place at The UPS Store, lost package claims are typically resolved quickly and most claimants are reimbursed within a few days when the lost item is not recovered. But quick handling left one important question unanswered for some customers -- what did you do to find the lost package?  

The sentiment was repeated in customer care surveys. One respondent said, “While the payment happened relatively quickly, I didn’t receive communication about the search that was being done for the lost package”. An email related to the lost status is already part of the process, but a customer might miss it.

Customers needed assurance that a thorough search occurred before being paid for the package value – leading UPS Capital to enhance the level of customer care and give customers more choice and greater transparency in lost package claims. The opportunity to address customer concerns sparked the most significant customer experience enhancement to date on The UPS Store claims portals powered by UPS Capital Insurance Agency, Inc. by rethinking the lost package search process.

Additional email touchpoints were introduced, ensuring that customers stay informed. Moreover, in collaboration with UPS, a dynamic partnership was activated. Instead of just paying the claim, UPS Capital in partnership with UPS is able to provide an extended search for lost items in addition to ongoing UPS efforts, providing customers a better chance at being reunited with lost packages.

Digging Deeper to Deliver on Customer Expectations

The call to action from customers was clear and executing on the vision required logistics expertise and insurance savvy. Fortunately, The UPS Store and UPS Capital proved to be the ideal team for the challenge.

As one of the world's largest shipping and logistics companies, UPS could lend its vast delivery network and tracking capabilities to aid in the search. Meanwhile, UPS Capital brought claims processing smarts and a package protection perspective to create an enhanced customer experience. By combining forces, the two companies conceived an expanded search program designed to leave no stone unturned when something goes missing. Here are the key features of the enhanced process:

• Additional days to search for lost items
• Multiple scans of the UPS network for package tracking updates
• Multiple communication touchpoints updating the customer about the status of lost packages
• More choice given to the customer to extend the search or proceed with the claim

The power of this partnership is clear. Customers can trust that The UPS Store and UPS Capital will take all available steps to get their missing items safely home thanks to the amplified search.

Peace of Mind for Shipped Items

“Our customers entrust us with their most cherished belongings,” said Tyffany Gunn, Director of Channel Partners at UPS Capital. “We take that responsibility very seriously. By enhancing our partnership with The UPS Store, we can now deliver better peace of mind along with providing the very best chance for reuniting customers with lost packages.”

At the end of the day, a successful shipment means more than just transporting from point A to point B. It’s about understanding what items truly mean for customers and recognizing that some possessions simply can’t be replaced.

Thanks to the strengthened alliance between The UPS Store and UPS Capital, customers can ship with confidence knowing that everything will be done to help prevent items from being lost indefinitely.

Don’t leave it to chance – when you ship at The UPS Store, ensure your valuables get shipping protection through UPS Capital. Visit The UPS Store to ship what matters most.

Learn more about the UPS Capital Channel Partner program for more information.

Insurance coverage is offered through UPS Capital Insurance Agency, Inc., a licensed insurance producer. All descriptions or illustrations of coverage are provided for general informational purposes only and do not in any way alter or amend the terms, conditions, or exclusions of any insurance policy or program.  Insurance coverage is not available in all jurisdictions or to all customers.