FedEx vs. Moore

FedEx will not have to answer over 700,000 phone calls today, hasn't had to hire 20,000 additional people as package volumes have grown, and last year didn't have to pay to print two billion forms, or ship them out to customers. Why? Because of FedEx software and the web, two thirds of all customer inquiries are answered by customers themselves online. Customers enter shipping data into the software or on the web and print their own way bills and can trace packages and check billing information online.
FedEx highlights the move - in all industries - away from paper-based transactions to electronic transactions. For instance, two thirds of all banking transactions in North America are electronic. But the impact on form makers has been horrendous. Moore Corporation, the leading form maker worldwide, saw its shares plummet from over C$30 in early 1997 to C$3.25 in 2000. The stock price has increased following the launch of a $100,000,000 cost cutting program.