Case Study: United Parcel Service achieves faster app development and better customer service with Microsoft Corporation

UPS paves the way for better service with faster development and artificial intelligence

United Parcel Service (UPS) needed a faster, more unified way to deliver customer service across devices and channels while reducing the heavy maintenance burden of separate mobile apps. Working with Microsoft Corporation, UPS used Visual Studio Tools for Xamarin, .NET, and Azure-based services to consolidate its UPS Mobile app and explore AI-driven customer support.

Microsoft Corporation helped UPS rewrite its mobile app into a single shared code base, cutting duplication and enabling features to roll out across devices in weeks or days instead of months. Microsoft also supported the launch of UPS Bot on the Microsoft Bot Framework and Azure; the bot went from idea to production in just over three months and had already handled more than 200,000 conversations, while the new mobile app nearly halved the code compared with the prior versions.

United Parcel Service

Katie Duffy

Application Architect