Small courier companies rarely call to mind cutting edge technology and call centre employees answering phones in seven seconds. But at Special Delivery, a £7.1m London-based courier, IT is its central focus and competitive advantage. Chief executive, Simon Hamilton, estimates he invested £250,000 in technology in the last quarter, and employs seven full time IT people and an IT director. A former courier himself, he boasts that his call centres have better track records than those of his behemoth banking clients. “We want the banks in the UK to be embarrassed that we’re better than they are,” half jokes Hamilton. Customers can dial into the voice telephony service and immediately locate packages. They can access the same information by entering their own private domain on Special Delivery’s company network. If they prefer dealing with a human being, a call centre employee tells them where their package is – even calling up a picture of the messenger.
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