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56 Chapter 2 • Systems Integration

recorded. A client’s customer service could respond to an inquiry instantaneously instead
of having to acquire a tracking number manually from shipping, trace the package, and call
the customer back. This puts the power directly in the customer’s hands. UPS is the model
for successful integration for all industries.

CASE QUESTIONS
1. What are some of the system integration challenges faced by UPS?
2. Discuss the systems integration solutions at UPS. How does it help UPS integrate
new technologies?
3. Discuss the advantages of systems integration for UPS customers.