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C360 updated for cremated remains questions

Employees can now use the C360 platform to better serve customers who have questions about shipping cremated remains.

The Postal Service has made changes to the Customer 360 platform in order to help employees handle customer inquiries about cremated remains.

When a customer contacts USPS about an issue with cremated remains, the inquiry now will be sent to the most appropriate office to provide a timely resolution.

The Customer 360 platform, called C360, will also send email alerts to postal leadership and key contact people in USPS areas and districts as service requests about cremated remains are created, routed, worked and resolved.

“The new process will ensure cremated remains inquiries receive the urgent attention they need to provide a timely resolution for our customers,” said Customer Experience Vice President Kelly Sigmon. “Email recipients are able to reply to the alert and the responses will be added to the service request in C360.”

C360 was implemented in August 2019 and is part of the Postal Service’s core strategy to deliver excellent customer experiences. 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 Customer 360 Blue page has more information about the platform.

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