Pitney Bowes’ Customer Engagement Solutions

Pitney Bowes’ suite of Customer Engagement Solutions include a variety of modules for communication archiving, call centre support and transformation, customer-engaged billing, customer self-service, digital (and physical) document delivery, and interactive personalised video (EngageOne Video: see http://www.pitneybowes.com/uk/customer-engagement-marketing/synchronised-communications-execution/engageone-video-for-real-time-content.html). Ultimately, all of these are about supporting omni-channel customer interactions with the aim of increasing real customer lifetime value. Built-in predictive analytics enable such things as next best action.

Customer Engagement Solutions integrate with both Pitney Bowes Location Intelligence (LI) solutions (see http://www.pitneybowes.com/uk/location-intelligence.html) and the company’s Spectrum data management platform (see http://www.pitneybowes.com/uk/customer-information-management.html). The latter is particularly relevant because the master data management (MDM) software that forms a part of Spectrum plays a fundamental role in understanding customer data and exploring it. Having said that, it is also possible for Customer Engagement solutions to work with third party MDM products. However, as a complete suite we should say that Spectrum, when used in conjunction with Customer Engagement, provides a broader and more comprehensive offering than anything else we have seen in the market.

Pitney Bowes uses a direct sales model based on locations in almost 100 countries world-wide. Its GIS (geographic information system) solutions are applicable across industries. The company’s go-to-market approach is also augmented through strategic alliances and an extensive partner network.

Pitney Bowes focuses on delivering Customer Engagement Solutions to national, international and global brands in financial services, insurance, telecommunications, healthcare, public sector, utilities and retail vertical industries.

More than 900 customers around the globe use Pitney Bowes Customer Engagement solutions and technology. These customers are well known names in finance, telecommunications, insurance, public sector, retail and utilities. Many of these are quoted on Pitney Bowes’ website.

Pitney Bowes recognises that its clients have already made significant investments in technologies that support marketing, CRM, and communication initiatives. They cannot simply replace everything wholesale in their environment. As a result, Pitney Bowes’ approach allows organisations to pick and choose the capabilities required to meet a specific business need and then to proceed in an incremental manner beyond that, as their needs change.

Pitney Bowes Customer Engagement Solutions focus in two areas:

• Personalised Customer Engagement, providing real-time insight into customer behaviour to dynamically guide customer interactions. Specific capabilities within this area include Customer and Marketing Analytics to identify and segment customers for better targeting and campaign engagement results; Customer Contact and Interaction Management so that everyday communications can be turned into profit-building engagements by ensuring that each customer contact is relevant and engaging across every channel; and Best Next Engagement to deliver the “best,” most relevant next communication through analysis of each customer’s individual situation, as it is occurring, to improve customer experience and increase revenue.
• Synchronised Communications Execution, to monitor, synchronise and manage omni-channel communications in the customer channels of choice via Interactive Personalised Media that allows the creation of individual, interactive, real-time video, powered by EngageOne Video, and other types of online experiences; Print and Digital Communications Management to strengthen customer relationships – and maximise postal savings — with unified and reliable delivery of customer communications across all channels; and Communications Archiving to benefit from real-time storage and retrieval of all customer interactions to support compliance and inform customer engagement strategy.

These technologies are delivered as an integrated suite and Pitney Bowes also integrates with external data in environments such as SAP or Salesforce.com. Rules-based relevance is augmented with Best Next Engagement algorithms to support predictive communications. The platform collects interaction history from all channels in support of omni-channel experiences. The technology delivers a variety of communication and message types from once-and-done campaign production, always-on marketing automation, real time delivery of recommendations, notifications, offers and surveys, batch and real-time generation of business communications (for example, statements, bills, policies, correspondence), and ad-hoc call centre correspondence. In addition, the platform provides a self-service portal option with both Web and mobile access and interactive video as a rich media channel.

Pitney Bowes provides a range of consulting, implementation services, analytics, maintenance, training and managed services. It offers full lifecycle support around the globe, including on-site, on-call, on-line and machine to machine. Its consultants develop industry knowledge as well as deep expertise around Pitney Bowes products and solutions. There is also an active online community that offers opportunities to ask questions and get tips and tricks from users across the globe.