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Customer service

C360 update for emails coming

Forthcoming improvements to the Customer 360 platform will promote collaboration on customer issue resolution emails.

The Postal Service will soon release email improvements for its Customer 360 platform.

Known as C360, the system shows when, where and how often a customer has previously contacted the Postal Service for help, and it integrates other applications to help address customers’ inquiries faster.

The coming enhancements aim to improve visibility and promote collaboration on customer issue resolution emails.

Local Post Office employees will see an updated status while their emails are pending review. If an email is rejected, they’ll get a real-time alert.

Managers also will be able to assign customer emails for review among their team members as well as track who has been assigned an email as they are reviewed.

“These new processes will provide additional flexibility and visibility around the email drafts as they are reviewed and approved by consumer and industry contact managers and clerks,” said Customer Experience Vice President Kelly Sigmon.

C360 was implemented in August 2019 and is part of the Postal Service’s core strategy to deliver excellent customer experiences.

The Customer 360 Blue page has more information about the platform.

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