Improve Customer Communication
Enable lifetime customer relationships
Many organizations approach customer communications on a departmental or channel basis, which leads to waste, inefficiency and damaged customer relationships. Customers face redundant messages, irrelevant communications or disconnected experiences, while companies deal with higher dissatisfaction, lost cross-sell opportunities and higher costs.
Companies that truly understand their customers, including who they are, their needs and preferences, and how best to communicate with them, can deliver more personalized engagements with the speed, agility and consistency needed for profitable growth. Pitney Bowes Software's solutions allow you to identify, differentiate, target and interact with your customers to optimize revenue, profitability and customer satisfaction.
What are your customer communication challenges?
| Challenge | Solution |
|---|---|
| Identify | Automated Address Management |
|
With multiple records for Jane Doe, you're not sure where monthly billing statements need to be sent. |
Increase efficiencies, maximize postal savings and ensure more accurate, reliable mail delivery. |
| Differentiate | Customer Profiling |
|
Your company is launching a new marketing campaign and needs to first segment your customer base to receive your new product offering. |
Gain insight into customer needs, preferences and behaviors to drive strategic decisions. |
| Target | Document Composition |
|
Incorporating different marketing messages onto mailers based on customer segments has increased production time. |
Create effective and compelling customer communications, increase speed to market and maintain consistency throughout your organization and customer delivery channels. |
| Interact | Web Self-Service & e-Billing |
|
Customers increasingly want to shape how they interact with your company to access account information anytime, anywhere. |
Offer customers the choice and convenience of online bill payment and account management based on their needs, profiles and preferred delivery channel. |
| Sell | TransPromo Marketing |
|
Every customer engagement has the potential to impact revenue growth. |
Turn transactions into relationship-building engagements by producing messages that are read and acted upon because they are personalized,timely and relevant. |
Create Engaging, Revenue-Generating Communications
With a customer base of over 2.4 million accounts, the San Francisco Public Utilities Commission (SFPUC) needed to reduce the number and length of billing inquiries to its call center. Part of their challenge was related to how information was presented on monthly customer statements.
Improve Customer Experience While Decreasing Costs
Established over 160 years ago, Thomas Cook AG, a global leader in leisure travel services, wanted to better serve its customers through enhanced mailings and service offers. They turned to Pitney Bowes Software to cross sell other products and services in the mailings to increase their bottom line.
Read the Thomas Cook case study.
Efficient Document Archival and Retrieval Streamlines Operations
Endsleigh Insurance required a solution that could perform high-speed archive and retrieval of its business documents for compliance with FSA regulations, and to enable call centers and branch staff to handle customer inquiries. Access to exact replica documents would enable customer service representatives to better understand and interact with callers.