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Faneuil Inc.

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Submitted By ppark1997
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Faneuil Inc. | Faneuil Inc. SWOT Analysis | | | 9/13/2009 |

Faneuil Inc. History
The company was founded in the mid 1980’s as original research, specializing in outbound telephone market research work for the automotive industry. The name Faneuil was adopted in the mid 1990’s as the company’s operations move to Boston, Massachutes and located its headquarters in the historic Faneuil Hall. At that time the focus expanded into new industries and new geographic markets. Faneuil Inc. developed into a diverse international organization, with multi-channel contact centers serving numerous industries in cities throughout the United States and Canada. Our most notable clients during this period of growth included: Bridgestone Firestone, Sprint, and more recently Florida’s Turnpike Enterprise (FTE) for whom we operate their Sunpass Electric Toll Collection Program and Revenue Collection Services Program. In 2007, Faneuil Inc. was acquired by McAndrews and Forbes. Faneuil currently has over 2000 employees and is responsible for millions of customer transactions each day.
McAndrews and Forbes Holding Inc.
Faneuil is owned by Mac Andrews and Forbes, a holding company portfolio of public and private companies, including: AM General, Deluxe, Harland Clarke, Mafco, Panavision, Scantron, Scientific Games, SIGA, and Transtech Pharma
Mission Statement
Our mission is to provide integrated customer management solutions that enable our clients to build profitable lifetime customer relationships and exceptional customer service. We accomplish this mission by focusing completely on the needs of our clients and their customers while developing core competencies to meet them.
Faneuil Organizational Strengths
Faneuil is very knowledgeable about the products they offer. By teaming up with the Florida Department of Transportation, they saw a chance to expand on a product that already existed. They know that customer’s will always need road to travel on so by creating the Sunpass Electronic Toll Collection Program, they saw a chance for customer’s to make travel easier and more convenient. They created a device to go through tolls without having to stop and pay out of pocket; you simply purchase a transponder, prepay money and attach it to your windshield and go. This little device has come a long way since the first one invented. They even have one that is the size of a credit card and does not require a battery.
Strength of Faneuil is their commitment to provide excellent customer service to the public. The service that this company offers has been so outstanding that they have been awarded the prestigious JD Powers award 2 years in a row, for best call center in the world and outstanding professionalism. This alone speaks volumes to the kind of customer service they provide. They feel that their people are the core to their success. They cultivate an environment of caring, trust, and growth. They are resourceful and agile. They leverage talent and resources to maintain an organization capable of creating unique solutions. Their passion for excellence inspires their commitment to provide the highest quality of solutions to their clients and employees. They continually create and implement diversified solutions to raise their standards and meet the needs of their employees, clients, and their customers. They pioneer new ideas.
One of the weaknesses of the organization, the part I work for, is that they aren’t expanding. What I mean by this, is that, other states now offer toll services on their road ways and some of them are recognized by other states, you can use your states toll pass to travel through another states toll roads and have it deducted from their accounts. Florida only honors their own. When people come from different states, one of the first questions they have is “can I use my state pass in Florida”? Unfortunately they can’t, if Florida would do this, with the amount of tourism that this state see’s this would increase revenue for the company. Another weakness of the company is that their competitor’s allow you to travel through their toll lanes and if you don’t pay they will disregard the fee for that transaction. Sunpass will run your license plate through the D M V (department of motor vehicles), find your information and send you what is known as an Unpaid Toll Notice, even though this starts out as just the toll you failed to pay, it can turn into fines, court costs, and even driver license suspension. Doing this has caused the company to lose customers, but it has also helped the state collect money. Even with this the company is looking to expand roadways, improve travel time, and increase revenue for the state along with the company.

References
(2009). Faneuil Inc. Mission Statement. Retrieved September 20, 2009, from Faneuil Inc. website: http://www.Faneuil.com.

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