Case Study: FedEx achieves real-time package insights and reduced customer service calls with Microsoft Azure

FedEx gains package insights, improves service with analytics solution on Azure

FedEx Express, which handles more than 6.5 million packages a day across 220 countries and sees peaks of roughly 10,000 US Express packages a minute, needed better visibility and more accurate delivery predictions to meet rising customer expectations and reduce support calls. The company set out to streamline operations and scale analytics to predict delivery times and cut customer-service demand.

FedEx built a package analytics solution on Microsoft Azure—using Azure Databricks, Azure Machine Learning with MLOps, Azure Data Factory, and Azure DevOps—adopted in August 2020 and launched in March 2021. The cloud solution enabled faster model development and automated deployment, scaled on demand during peak windows with an error rate below 1%, improved real-time visibility, reduced customer support calls, and established a foundation for continued innovation.

FedEx

Raymond Igharas

Manager, Operations Research and Spatial Analytics