Introducing the new i-Care app – EMS customer care on the go

Customers using international EMS expect excellent customer care. To meet this demand, postal operators use i-Care, the UPU’s international customer service system developed by the EMS Cooperative. 

i-Care streamlines global customer service communications and provides postal operators worldwide with the information they need to support customers effectively. Since its launch in 2020, i-Care has significantly improved collaboration between partners in the EMS Cooperative. Today all EMS Cooperative members access i-Care, handling inquiries on behalf of international customers and ensuring a smoother flow of customer service information across the EMS global network. 

The latest enhancement to i-Care is the new i-Care mobile application, introduced to members at the October EMS Global Workshop. This innovation, designed specifically for postal operators, offers a flexible and mobile-friendly solution that helps call centre agents stay informed and manage operations from anywhere. While i-Care was originally developed for desktop and laptop users working in traditional office environments, this new mobile application will make it even easier for EMS managers and operators to perform their duties on the go, no matter where they are.

The mobile application retains the familiar interface of the i-Care desktop version, ensuring a seamless transition for regular users. The i-Care App offers real-time access to statistics, workflows, notifications, and broadcasts. This instant access allows call centre agents to take swift action, maintaining the high standard of customer service expected for international EMS. One standout feature is the ability to scan barcodes or QR codes, allowing agents to instantly retrieve detailed tracking information, providing a faster alternative to manual input of S10 numbers—the 13-character identifiers used to track and trace international postal items.

The app is available on the Android Play Store and in the Apple App store (search for ‘UPU i-Care’) and represents a significant step forward in EMS Cooperative's commitment to excellence in international express mail customer service. 

i-Care’s goal has always been to connect partners, streamlining customer care across the globe and this latest innovation will further help EMS call-centre agents to provide customer service support anytime, anywhere.