A rate change

PitneyBowes, founded in 1920, now has revenues of over $6 billion. The company provides customer engagement solutions, business insight solutions, workflow management solutions, and mail solutions through its 36,000 employees and 130 locations.

The Opportunity

Postal rate changes mean that PitneyBowes mailing machines must be adapted to reflect the new rate.

During both U.S. and Canadian rate changes Global Response Brand Care Specialists were responsible for assisting PitneyBowes customers with product support. That support involved assistance with properly replacing a data card in the machine in order to apply the new postal rate.

The Solution

Staff fluctuations were extreme at both the start and the finish of the project period. At the outset a spike of calls were received as the change began to be implemented. At the end of the period calls dropped dramatically as customers completed the transition. In both instances Global Response was able to manage staffing and workflow smoothly and without incident to meet client and customer needs. But staffing was not the only variable – in the case of the Canadian rate change, thirty per cent of the agents were required to speak French. Global Response again met the challenge and provided superior Brand Care service.

The Result

PitneyBowes found the collaboration with Global Response met its highest expectations. PitneyBowes’ customers made a smooth transition to the new rates. Global Response demonstrated its ability to handle extremes of workflow, multiple languages, and technical support quickly and effectively.