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