Denise Wood
Denise Wood

FedEx strives to be a leader in all aspects of customer satisfaction. We realize our customers play an integral role in protecting themselves and helping secure cyber space, and we want to do all we can to help them.  

The challenge of securing an organization's reputation and doing business in cyber space has never been more difficult, with the explosion of e-commerce and the pervasiveness of hackers and scammers exploiting those channels. FedEx has responded to this challenge by introducing two customer-focused initiatives: the FedEx Customer Protection Center and the Email Security Program.

In 2009, we launched the FedEx Customer Protection Center on FedEx.com to help educate our customers and reduce potential brand damage caused by online scams. Our Customer Protection Center has become the authoritative source for the communication of security and fraud-related information to our customers. The FedEx Customer Protection Center provides online safety tips, real-life examples of actual phishing scams, and a dedicated email to which customers can report potential scams. Since the center's inception, more than 750,000 reports have been submitted via the site and the abuse@fedex.com address. We reflect the results of these reports to our customers to raise their awareness of active scams and phishing campaigns.

Transportation and logistics services have also become the target of enormous global phishing campaigns, and the prevalence of these ruses using express shipment keywords drove us to create our Email Security Program. This initiative, launched last year, implements technologies to aggressively suppress the staggering amount of malicious email sent falsely using the FedEx name, while allowing legitimate, FedEx-generated emails to continue to reach their intended audience. 

With 40 years of IT innovation, obtaining an inventory of all sources of digital communications with our customers was a huge undertaking. Once that was done, our Email Security Program was designed to leverage industry proven standards to ensure all legitimate messages have good security hygiene and that messages that fail authentication and policy enforcement are discarded.  

The Customer Protection Center and the Email Security Program are just two ways that FedEx secures its brand in cyber space so that we do not lose the ability to communicate digitally with our customers. These initiatives are a small part of a holistic solution comprised of our best assets – millions of customers, cutting-edge technology and the pride of the FedEx brand in cyber space.


For reprints of this case study, contact Elton Wong at elton.wong@haymarketmedia.com or 646-638-6101.