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Automated Rapid Process Improvement at Pitney Bowes
At Pitney Bowes, the winner of PEX Network's Best Process Improvement Project award 2014, customer satisfaction is one of its top priorities. But despite recent improvement efforts, the company found there were still situations where they were finding it difficult to get Customer Service Time within agreed service levels and error rates.
In this webinar, Ronnie Mahabir, Senior Manager, North America Call Centre Operations, will share some of the pitfalls and learning points on how they accelerated customer response time by 56% and saved 30% of operating costs without involving an army of consultants or changing the IT infrastructure. Find out how they achieved these results in less than 90 days using StereoLOGIC Automated Discovery.
Join this webinar to:
- Learn how Pitney Bowes developed an Automated Rapid Process Improvement practice that accelerates the achievement of improvement goals throughout the company
- Understand the power of continuously visualizing the “hidden world” of what employees actually do, how much time they actually spend and what mistakes they make
- Identify ways that you can quickly discover and measure processes to find and fix process issues including visualizing employee processes, time, deviations and inefficiencies
Then, industry expert Jim Sinur will interview Pitney Bowes:
- Hear the Challenges Pitney Bowes had to overcome to deliver these impressive results
- Hear how process intelligence technologies help deliver these benefits
Hear the Pitney Bowes plans to leverages the StereoLogic process intelligence technology in the future
Ronnie Mahabir is Senior Manager, Vendor Management, North America and has worked for 18 years in managing customer services. Ronnie has been managing employees and sub-contractors working in multiple distributed call centres and back-offices, both domestic and outsourced. During this period, he has tried many alternative approaches for getting his teams to operate more efficiently and provide excellent customer experience. In 2014 he has implemented a new Automated Rapid Process Improvement approach, which brought to company large savings and improved the quality of customer services. Ronnie’s project has been presented at 2014 PEX conference, where won the award for the Best Process Improvement under 90 days.
Jim Sinur is an independent thought leader in applying business process management (BPM) to innovative and intelligent business operations (IBO). His research and areas of personal experience focus on business process innovation, business modeling, business process management technology (iBPMS), process collaboration for knowledge workers, process intelligence/optimization, business policy/rule management (BRMS), and leveraging business applications in processes.
When with Gartner, Mr. Sinur was critical in creating the first Hype Cycle and Maturity Model, which have become a hallmark of Gartner analysis, along with the Magic Quadrant. He has been active in the rules, data and computing communities, helping shape direction based on practical experience. Mr. Sinur has vertical industry experience on the investment and operational sides of the insurance and financial services.
Prior to joining Gartner, Mr. Sinur was a director of technologies with American Express, where he worked on a large, industrial-strength, model-driven implementation of a business-critical merchant management system. This system is still active in the merchant retention and support functions for American Express. His responsibilities there included architecture, advanced development technologies and data/database administration.