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Find out what systems your users are using to carry out certain tasks.
For example, UPS (United Postal Service) reduced the number of routine customer service enquiries by offering online features that their customers could use to achieve the same results they originally had to use the phone to do.
One system they replaced was the need for customers to have to call the customer service department to find out where their packages were. Now the majority of UPS customers track their packages online. UPS managed to cut their costs by not having to have so many customer service assistants. This not only improved their bottom-line, but also user satisfaction.
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