most organizations create more profitable, value-added ... · customer engagement channel...

Create more profitable, value-added customer engagements by adding insight and efficiency

to every call.

UNITED STATES

800 327 8627pbsoftware.sales@pb.com

EUROPE/UK

+44 800 840 0001pbsoftware.emea@pb.com

INDIA

+91 11 4219 5501 pbsoftware.india@pb.com

ASIA PACIFIC/AUSTRALIA

+61 2 9475 3500pbsoftware.australia@pb.compbsoftware.singapore@pb.com

CANADA

416 594 5200pbsoftware.canada.sales@pb.com

MEXICO

+52 55 5636 0949pbsoftware.latinamerica@pb.com

BRAZIL

+55 11 5698 5570pbsoftware.latinamerica@pb.com

Abandon RatesService LevelsResponse Time

BASIC SERVICE

Talk TimeCost per CallAdherence to Schedule

EFFICIENT SERVICE

First-Call ResolutionContact QualityCall FrequencySatisfaction

SATISFYING EXPERIENCE

Customer LoyaltySales ConversionRevenue per CallAdvocacyCustomer LTV

PROFITABLE ENGAGEMENT

…with a 73% utilization rate – a stat that remains unchanged over the past 3 years (Forrester Research)

Voice remains the most

widely used customer

engagement channel

Disconnected technologies

make reporting difficult, and time

consuming (Forrester Research)

Existing CRM platform not equipped for real-time, multichannel marketing automation

Need to empower agents while maintaining control

MOST ORGANIZATIONS FACE DIFFICULTY

= New-found revenue= Lower cost of operations= Increased customer loyalty= Automated agent support

EXPERIENCE THE PITNEY BOWES ADVANTAGE

CASE STUDY: NATIONWIDE BUILDING SOCIETY

CASE STUDY: MAJOR HEALTH INSURER CASE STUDY: GLOBAL BROKERAGE

CASE STUDY: YORKSHIRE WATER UTILITY

Increase first-call resolution

Deliver an intelligent, cross-channel experience

Automate best next-action decisions at your most critical touchpoint

Easily follow-up with customers in their preferred channel

52% of customers use three or four channels when seeking customer care (Ovum)

2% of customers

prefer getting answers

online, but only half actually

find the information they need

50% increase in average products holding

Achieved 98% first-time resolution rate

4.55

Automated multichannel communication

Streamlined change management

Ensured accuracy, consistency and compliance

Increased agent productivity

Objectives:Improve customer experiencePersonalize service across all channels

Objectives:Increase first-call resolutionEnhance the customer experience

Improved SIM scores to 4.55 – well above the industry averages

Objectives:Improve customer experienceReduce churn for high-value customers

35% increase in revenues

55% improvement in client satisfaction

14% improvement in agent productivity

26% increase in customer retention

Objectives:Simplify communication follow-upManage over 65,000 templates

200% overachievement in sales through service

IN-DEPTH UNDERSTANDING OF CUSTOMER NEEDS AND UNIQUE OPPORTUNITIES

IMMEDIATE ACCESS TO CUSTOMER-FACING DOCUMENTS

AUTOMATED, BEST-NEXT-ACTION DECISIONING

REAL-TIME, MULTICHANNEL CONTEXT

EFFICIENT, COMPLIANT, MULTICHANNEL FOLLOW-UP

15MM MEMBERS

2.5 MILLION MEMBERS $2.2 TRILLION ASSETS

Treat customers

as individuals

Click here to learn more about Call Center Transformation

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