Data-Driven Program Designed to Enhance Customer Satisfaction Via Improved Equipment Performance and Uptime, Better Processes
STAMFORD, Conn., May 23 / -- Pitney Bowes Inc. (NYSE:PBI) today announced the Service Management System, a new organization-wide initiative designed to raise the industry standard in customer service by maximizing the performance of Pitney Bowes mailstream equipment and the productivity of the company's technical support and customer service personnel. Both Pitney Bowes Document Messaging Technologies and Pitney Bowes Global Mailstream Solutions customers will benefit from this program.
The Service Management System consists of new technology deployments and streamlined service processes that are designed to deliver three major benefits to Pitney Bowes customers:
* Optimized system operation and uptime.
* Superior customer service responsiveness and effectiveness.
* Continuous process improvement support within the customer's
organization through access to Pitney Bowes reports and analytical data.
"The Service Management System is a data-driven program that collects, integrates and analyzes detailed service information unique to each customer to enable us to respond quickly and optimally to that customer's needs," said Ivin Smith, vice president, customer service and worldwide technical support for Pitney Bowes Document Messaging Technologies. "It represents an extensive commitment to new communications technologies and training, and the implementation of best-in-class service management, inventory management and preventive maintenance processes. It has a singular goal: to ensure that, by harnessing the power of better information, Pitney Bowes continues to offer superior customer service and satisfaction."
Pitney Bowes will implement the Service Management System after nearly a year of development and rigorous internal testing. With the new Siebel CRM platform, Pitney Bowes is consolidating customer service and maintenance data for proactive analysis and has enrolled its customer service personnel in the Siebel University training and learning services program to drive maximum effectiveness and business results. In addition, service representatives will communicate in real-time using high-speed data lines or wireless communications networks and leading-edge handheld devices.
"By making information more productive, the Service Management System will both improve our internal efficiencies and deliver higher levels of service," said Ivin Smith. "It's a win for both our service personnel and our customers."
The transition to the Service Management System began May 22 with all field Pitney Bowes customer service representatives as well as a phased, regional on-site rollout within the United States. More than 2,500 support experts in the U.S. will adopt it.
About Pitney Bowes
Pitney Bowes provides the world's most comprehensive suite of mailstream software, hardware, services and solutions to help companies manage their flow of mail, documents and packages to improve communication. Pitney Bowes, with $5.5 billion in annual revenue, takes an all-inclusive view of its customers' operations, helping organizations of all sizes enjoy the competitive advantage that comes from an optimized mailstream. The company's 86 years of technological leadership have produced many major mailstream innovations, and it is consistently on the Intellectual Property Owners Association's list of top U.S. patent holders. With approximately 34,000 employees worldwide, Pitney Bowes serves more than 2 million businesses through direct and dealer operations. More information about the company can be found at http://www.pb.com/