|Description||Purolator is a leading integrated freight, package and logistics solutions provider.|
|Corporate Head Office||2727 Meadowpine Blvd.
Mississauga, Ont., Canada
|Ownership||Canada Post Corporation (91%), Rainmaker Investments Inc. (7%), Other (2%)|
|President and CEO||John Ferguson|
|2018 revenue||$1.9 billion|
|Facilities||172 Operations facilities
110 Shipping Centres
600 Authorized Shipping Agents
|Call volume||Customer Contact Centre professionals respond to over 17,500 calls, live chats and emails a day.|
323 hybrid-electric vehicles
|As of May 2019|
Delivering over one quarter of a billion packages with no sign of slowing down, we want to make sure Purolator continues to exceed the expectations of businesses, consumers, and our employees. That’s why we announced our intention to invest more than $1 billion through a five-year delivering the future growth and innovation strategy. It’s focused on four key areas: transforming our network and fleet; accelerating the digital experience for our customers; creating the safest and best place to work; and driving growth for businesses of all sizes.
The centrepiece of Purolator’s growth and innovation investment is a new $330 million, 430,000-sq-ft national hub in Toronto, Ontario, set to open in 2021. The investment will also go towards job creation, professional development, fleet upgrades (with a focus on electric and hybrid electric vehicles), and retail network expansion to offer consumers more flexibility and choice.
Purolator continues to find new ways to reinforce our commitment to our customers, the community, and the environment.
From 2010 to 2018, we expanded our services to include more delivery services coast to coast. Launched in 2018, the Express 12PM service offers the largest selection of guaranteed express shipping options. We expanded ground services to more regional destinations, opened mobile truck stops in busy Canadian cities, and developed cutting edge ecommerce tools and apps for customers.
We are active participants in the communities where we live and work. Through our award-winning Purolator Tackle Hunger program, we donated the equivalent of over 8 million pounds of food to Canadian food banks in hundreds of communities.
Being responsible for our role in the environment is important to everyone at Purolator. In this decade, we took concrete steps to improve operational efficiencies and reduce our environmental impact. We launched a program to optimize delivery and sorting, and introduced hybrid electric delivery vehicles to our fleet. As the 2010 Olympic Games’s official courier, we also won the prestigious Sustainability Star award for supporting the Olympic Village’s courier requirements with the Quicksider, our battery-operated electric vehicle.
Responding to the changing needs of our customers, in the 2000s Purolator focused on modernization, growth, and customer service.
While we added 11 facilities within Canada, we also looked to solidify our presence in the U.S. We were one of a select few companies in Canada to received Partners in Protection (PIP), Customs-Trade Partnership Against Terrorism (C-TPAT) and Free and Secure Trade (FAST) approval. This achieved all three levels of voluntary trans-border security programs from agencies on both sides of the Canada-U.S. border. The announcement came at a time of substantial dialogue regarding security.
To continue to improve the customer experience, we introduced new online tools for faster service, an upgraded interactive voice response system for customers calling 1-888-SHIP-123, and a new drop box design. Elevating the brand further, an advertising campaign promoted Purolator as a network unlike any other. While Purolator's original online shipping software had a solid 12-year run, it was officially retired in 2008 and replaced with Purolator E-Ship® Online.
We also got ISO 9001:2000 registration, allowing us to clearly define our quality focus, and align it with efforts to deliver superior customer care. This important initiative laid the groundwork for proactive and measured continuous improvement.
In 2003, we teamed up with Food Banks Canada to announce a long-term relationship to support Canada's national food sharing system to help take more food, more efficiently, to more local communities. This was the catalyst for our award-winning Purolator Tackle Hunger program. Throughout that decade, we donated over two million pounds of food to Canadian food banks.
Purolator leaned into innovation and expansion in the 1990s.
In 1993, we launched Purolator's first website - www.purolator.com. By 1997, we became the first Canadian courier company to offer pickup requests on the internet. For the first time, customers could track packages, check rates and transit times, and download our automated shipping software. Within one year of launching that that software, we processed over one million shipment requests.
Great customer service never takes a holiday. Reinforcing our commitment to our customers, we began to offer same-day pickup and delivery services, 24 hours a day, seven days a week in 1997. The next year, we introduced 24-hour bilingual customer service to our toll-free number, 1 888 SHIP-123, available from anywhere in North America.
Before ringing in the new millennium, we formed a strategic alliance with an international air express carrier to provide delivery to international points outside the U.S., and we announced plans for an $82 million expansion for 11 new facilities. Also, Canada Post Corporation purchased an additional interest in Purolator, increasing its ownership to 95.81 per cent.