Project Award Winner 2014: Pitney Bowes' Back Office Customer Management Process Improvement

How the company improved customer satisfaction and reduced operational cost through an innovative automated approach
Customer Satisfaction is top priority for Pitney Bowes, a provider of communications technology solutions for small, mid-size and large firm. But despite recent improvement efforts, the company had identified there were still situations where they were finding it difficult to get Customer Service Time within agreed service levels and error rates.
To address the issue they designed and practically implemented a new "Automated Rapid Process Improvement" approach, based on StereoLOGIC Discovery Software, that boosts the efficiency of process improvement projects and has brought large savings. It also cut customer service response time by 56%, reduced the error rate from 20% to ~0% all the while reducing operational cost by 30%.
For this project Pitney Bowes won PEX Network's Best Process Improvement Project Under 90 days announced during PEX Week USA, January 2014. Download this whitepaper to understand the challenge, solution and business impact of the work.
Project Award Winner 2014: Pitney Bowes' Back Office Customer Management Process Improvement.

By entering in your information and submitting the form, you give the sponsor permission to contact you regarding their product.

To continue viewing this content please fill out the form below and become a Process Excellence member.
Or if you're already a Process Excellence member, sign in below to download.
You may login with either your assigned username or your e-mail address.
The password field is case sensitive.
Forgot your password?
Not a member?

Reasons for Joining
  • Address your challenges through knowledge sharing with peers from our global network of specialists.
  • Benchmark your business initiatives with the who's who in the field.
  • Hear from industry pioneers how to maximize ROI in today's challenging economy.
  • And best of all It's FREE!