Quick take: FedEx is fast-tracking a large-parcel deal with Amazon (fully ramped by fiscal Q3, Dec–Feb), won Best Buy as primary parcel carrier, and is merging networks under “Network 2.0” to cut handoffs—140 facilities closed, 360 stations converted, and 18% of U.S. volume already on the new model.
That combo—proactive visibility + fewer handoffs—is the exact system CS teams need to cut tickets and protect renewals. (Source: Supply Chain Dive)
What happened (simple version)
Amazon ramp: FedEx says the large-parcel onboarding will be fully live by fiscal Q3, with volume supporting U.S. revenue growth in the quarters ahead.
Best Buy win: Best Buy named FedEx its primary national parcel carrier and will use FedEx’s visibility tools to reduce support calls, cancellations, and reships.
Network 2.0: FedEx is merging Express + Ground, closing ~140 sites, converting ~360 stations, and already routing ~18% of U.S. volume through the integrated model. Fewer handoffs, more reliability.
Backdrop: FedEx reported year-over-year earnings growth and issued full-year guidance—momentum that makes operational upgrades stick. (Source: FedEx Investors)
Why this matters for Customer Success
Visibility deflects tickets
When status is clear and next steps are obvious, customers don’t open cases or cancel—exactly what Best Buy expects from FedEx’s tracking and comms. If your customer comms still rely on ad-hoc updates, start with my 7-day lifecycle automation plan so your status changes trigger the right message at the right time (From Spreadsheets to Automation).
Fewer handoffs = fewer errors
FedEx is removing internal handoffs to improve consistency. Mirror that by tightening Sales → CS → Support → Billing. If billing is where deals die, run the 30/60/90 finance-ops fix in Rillet $70M — Kill Billing Friction, Protect Renewals to cut disputes and clean up renewals.
Phase big-account onboarding
FedEx is staging Amazon volume with clear owners and timelines. Do the same for enterprise go-lives and back it with a one-page Success Plan from my Free Customer Success Plan Template so everyone sees owners, dates, and risks in one place.
The 14-day CS playbook (ship this without new headcount)
Goal: fewer tickets, fewer cancellations, higher NRR.
1. Map four “delivery-style” moments in your journey
Contract signed → Milestone due this week → Exception detected → Value confirmed.
If you’re building this from scratch, the 7-day starter stack in From Zero to a CS Department in 7 Days shows the minimum events and alerts to wire first.
2. Send proactive, factual updates for each moment
What changed, who owns it, ETA, and the one action needed.
To turn these into growth conversations, use the talk tracks in The Strategic SaaS Price Increase Playbook when value is proven and expansion is on the table.
3. Run a weekly 30-minute Exceptions Review (no slides)
Inputs: usage drops, missed milestones, and invoice disputes.
Outputs: owner, due date, customer-visible update. If accounts have gone quiet, grab the revive scripts in Customer Gone Silent? 5 Steps to Save Them so you recover momentum fast.
4. Give 48-hour SLAs to three revenue triggers
Activation slip, churn risk, expansion signal—each with an owner, a play, and a deadline.
For the actual alerts to watch, start with 15 Churn Alerts Every CS Leader Needs and cap noise at ≤10 alerts/CSM/week.
5. Close the loop publicly
When an exception is fixed, send a short “what changed” note. Then convert the next QBR from status to strategy using the structure in The Ultimate QBR Playbook: 42% Upsell Tactics from Gong & Snowflake.
Metrics to watch (week over week)
Tickets per 100 accounts (target: ↓ 15–25%). If reporting is messy, steal layouts from CS Reports Done Right: Templates & Frameworks so leaders can see trend + action in one slide.
Exception detection → customer-visible fix (target: <72h).
Cancellation/skip rate (target: ↓ 10–20%).
Time-to-First-Value (target: ↓ 20–30%). If onboarding is your hole, fix it with The Onboarding Fix Every CS Leader Needs.
NRR (+1–3 pts once the above stabilizes). For a deeper revenue system, see How Top CS Teams Hit 110%+ Revenue Retention.
My take
FedEx isn’t winning on slogans.
It’s winning by reducing uncertainty for customers and removing internal handoffs.
Do the same: install proactive visibility, phase enterprise onboarding, and run a ruthless exceptions cadence. If you want more ready-to-use assets, browse my Templates and Guides—everything you need to ship this play, today.