Two market-leading companies which were founded in the same city in the USA, Seattle, one almost a hundred years before the other, signed an important business deal in 1995. UPS, founded in 1907, is now the largest express delivery company in the world and Amazon, founded in 1995, has become the world's most popular online retailer. On Amazon.com, customers can purchase goods 24 hours a day, seven days a week after they have checked that they are in stock. Once the customer places an order, Amazon is expected to deliver the goods quickly and offer customers choice, competitive prices, and excellent customer service at the same time. UPS helps Amazon meet all of these needs. Firstly, UPS allows Amazon to process the customer's order faster. With UPS Online Tools on its website, Amazon can quote its customers prices for a wide choice of delivery options. Secondly, customers can track their shipment, using the UPS order tracking system. Finally, customers can use UPS's excellent Returns on the Web services if there is a problem with the product on delivery. These tools are not only popular with customers, who can make an enquiry about the status of their order online, but they also help Amazon cut costs. Nearly all customer contact is made via the website, including billing, as customers pay the invoice online before UPS makes the delivery.

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