Pitney Bowes 2010 Annual Report Download - page 12

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10 Pitney Bowes Annual Report 2010
Imagine knowing
the impact of every
communication,
so the next one
can do even more
We help businesses listen. Because the best communications are two-way
conversations. How does a company have a genuine conversation with lots
of individual customers? With our help. Our software can keep everyone in
an organization up to date on every interaction a customer ever had with the
organization, whatever the channel. So a call center representative, for
example, will know if the customer she’s talking with just received a credit card
offer in the mail. Our real-time decision tools go far beyond the “Customers-
who-bought-this-also-bought-that” variety to actually assess what a particular
individual might be interested in right now. As a result, our solutions don’t just
drive product sales, but also long-term customer loyalty and profi tability.
Getting the full picture
Sales and customer satisfaction both rose signifi cantly
after the Nationwide Building Society, a savings and loan
serving 11 million customers in the U.K., started using
our Portrait Interaction Optimizer. The software gives call
center representatives, tellers and other customer-facing
employees a system-wide, up-to-the-second view of each
customer’s previous dealings with Nationwide, including
online visits. Representatives can now respond more
knowledgeably, solve problems faster, and transform
everyday interactions into sales opportunities.