Conference Presentation

Value-Driven Support

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The world is changing. Is your support organization keeping up? Pitney Bowes has been on a five-year journey to transform its support organization into an award-winning business service for its customers. By focusing on customer adoption and realized value, the Pitney Bowes support organization has seen a dramatic improvement in customer satisfaction and loyalty. Attend this breakout session to learn how to retool your organization to deliver on the only thing that really matters: creating successful customer outcomes. Come hear how Pitney Bowes is driving new revenue opportunities through unique managed services engagements. Customers like Facebook and State Farm have grown to love the Pitney Bowes ServiceSTAR program, a concierge support service built specifically to supercharge adoption throughout the organization. Leveraging global synergy and collaboration through the use of virtual teams. With nine support centers around the world, Pitney Bowes is leveraging new support tools to foster enablement and promote consistent experiences for customers. Dropping the traditional metrics in favor of outcome-based key performance indicators (KPIs). Moving away from monitoring process, Pitney Bowes has seen dramatic improvements in team empowerment by now only focusing on monitoring exceptions; focus on less to get more.

Presented By:

Jesse Hoobler

Director, Worldwide Software Support, Pitney Bowes

Michael McLasky

Manager, Worldwide Software Suppport, Pitney Bowes

Publish Date: October 21, 2013

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