Problems have silver linings, too. FedEx, like all other innovators, regards every problem as an opportunity. All innovators transform problems into opportunities. FedEx welcomes customer's problems as well. Handling customer's problems only opens the door for FedEx to offer the use of their other services while improving on their existing service.
Software equals savings, service, and sales.
Fred Smith has shown that information is the lifeblood of a service company such as FedEx. FedEx pioneered next day service. Smith's closest advisors thought that it would cannibalize their existing services. Smith argued that it would generate cash and eliminate the down time between the standard overnight service and the economical afternoon service. Smith's hunch paid off, the next day and two-day service have grown ever since.