Pitney Bowes Group 1 Software

Pitney Bowes Redesigns Its Invoices and Implements Enhanced Web Presentment and Payment

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When Pitney Bowes set out to simplify and improve their customer invoices, they turned to their own business unit, Group 1 Software. Leveraging CCM technologies and professional services, the company cut statement production costs by over $1 million a year, doubled customer satisfaction with their statement design and generated over 820,000 registered users of an enhanced online bill presentment and payment services.

The Challenge

Multiple Billing Applications

4 distinct mainframe systems fed 42 separate billing applications, each with its own invoice format and template, representing 23 million invoices from several business units.

Document Redesign

Customers needed bills that were easier to read and interpret.

Online User Experience

Customers that do business with multiple Pitney Bowes divisions needed access to online account information from a central web site. Customer-facing Pitney Bowes employees needed the ability to view exact replicas of hard copy bills.

The Solution

Create & Utilize Intelligent Communications

Group 1 Software’s Customer Communication Management solutions enabled Pitney Bowes to:

  • Create a uniform look for its invoices so that they are clear, and easy to read and interpret
  • Reduce paper and processing costs by over 70%
  • Double customer satisfaction with clear, easy-to-read statement designs
  • Generate over $56 million in online payments within the first 4 months
  • Significantly reduce calls into their call centers
  • Convert 68,000 accounts to web-only statements

Hosted Solution Delivers Uptime & Performance

The task of hosting this solution lies in the hands of Group 1’s Business Process Outsourcing (BPO) group. This organization maintains the document creation environment, document loading process, and moving all online payments to the appropriate credit card clearing facilities or for electronic ACH processing. Multiple site and system monitoring ensure web uptime and performance.

The Benefit

Stronger Customer Relationships

  • Improved Statement Design: Overall customer satisfaction with the statement design doubled — 80% of customers rated the new statements as “excellent” or “very good”.
  • Improved Online Experience: With a more intuitive self-service EBPP solution, enrollment in Pitney Bowes online bill presentment has skyrocketed, and more than 68,000 customers elected to “turn off” paper-based statements altogether within the first four months.
  • Improved Call Center Experience: With accurate, easy–to–follow statements, incoming calls have decreased significantly. When calls do come in, customer care agents are equipped to provide more responsive service and can even email copies of invoices to customers while they speak.

Enterprise Efficiency & Cost Savings

  • Paper and Printing: By standardizing statements into a single format and switching from pre-printed color cut sheets to roll paper, Pitney Bowes reduced paper and processing costs by 70% — saving $1.2 million annually.
  • Lower Mail and Postage: In addition to reducing piece-weight by duplex printing, Pitney Bowes implemented a process to automatically update addresses for customers that have moved — saving $100,000 a year.
  • Automated Processes: Consolidated invoices now cover multiple products and lines of business, eliminating the need to generate manual reports for key accounts.

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