Pitney Bowes Helps Drive Digital Transformation Through New Customer Communication Capabilities
June 22 2016 - 8:00AM
Business Wire
New “Communicate” solutions encourage
self-service and engagement to accelerate innovation
Pitney Bowes Inc. (PBI:NYSE), a global technology company that
provides innovative products and solutions to power commerce, today
introduced a new family of “Communicate” solutions, designed to
help businesses take their digital transformation to the next
level. The launch is the final installment of a series of
end-to-end software solutions Pitney Bowes released this year that
enable organizations to Identify, Locate and Communicate with
customers in the physical and digital world of commerce.
Built around the EngageOne family of customer engagement
solutions, the Communicate solutions feature a powerful set of
digital self-service capabilities that will enable organizations to
better communicate with customers and deliver more relevant and
engaging interactions– every time they interact with a brand.
The Challenge: Digital
Transformation
While most businesses now understand and are using technologies
to simplify their business processes, few have achieved digital
transformation and “the realignment of, or new investment in,
technology and business models to more effectively engage digital
customers at every touchpoint in the customer experience
lifecycle.”1
According to Altimeter Group, 88 percent of businesses are
undergoing digital transformation activities, but internal
challenges, such as culture, resources and data often stand in the
way. The good news is that those with an active digital
transformation strategy are seeing benefits in customer engagement
(75 percent) and customer satisfaction (63 percent), among
others.1
As businesses place greater emphasis on digital transformation,
they also look to incorporate technologies that promote customer
self-service into the mix. This is largely due to the fact that
today’s digitally empowered customers have a strong “do it
yourself” mindset when it comes to how and when they interact with
brands. But beyond that, forward-thinking businesses realize that
customer self-service also offers a number of operational and
financial advantages over traditional engagement practices.
The Solution:
Communicate
The Communicate solutions from Pitney Bowes now include several
new capabilities within the EngageOne family that are geared toward
accelerating digital transformation in the physical and digital
world of commerce. To lower the cost of entry and make the
solutions accessible to organizations of all sizes and budgets, the
new offerings will now be made available via the Pitney Bowes
Commerce Cloud-- the only cloud providing access to solutions,
analytics, and APIs across the full commerce continuum. New
capabilities include:
- EngageOne Digital Self-Service:
focuses on transforming existing portals from information overload
or disconnected, unusable experiences to personalized and engaging
user experiences. New products like EngageOne Smart View,
EngageOne Smart Bill and EngageOne Smart Pay allow
customers to view and pay bills, and access their account history
in real time and with the specific level of detail they require. In
turn, businesses can holistically view how customers are
interacting and engaging with information digitally.
- EngageOne Video 2.0:
incorporates two new products promoting digital self-service.
EngageOne Video Director is a new editing tool that enables
businesses to easily and cost-effectively build their own EngageOne
Videos. With Director, clients can react quickly to changing market
conditions to produce rich, dynamic, timely and compelling videos
for interacting with customers in real-time. EngageOne Video
Cloud is designed to complement the speed-to-market generated
with EngageOne Video Director with automatic video deployment in
cloud environments.
- EngageOne Communication Suite
4.3: allows business users to generate real-time personalized
correspondence and easily engage customers across every channel and
every department through more relevant, cost-effective,
relationship-building interactions. Customers can now setup and
interact with EngageOne technologies through a modern and
accessible browser experience to create, review and approve
projects, better manage tasks and apply enhanced workflow. In
today’s world of compliance, having a robust feature such as this
helps organizations manage risks that come with changes to
communication templates, with speed and efficiency.
- EngageOne Digital Designer
significantly decreases the time to creation and delivery of
customer-facing digital communications via email, SMS, and push
notification in a simple and powerful browser based user interface
EngageOne Digital Delivery has been expanded to deliver
documents to cloud storage providers, digital mailboxes,
productivity and payment applications, and online banking providers
reaching over 141 million active consumers.
The Innovation: Interactive and
Personalized Video
Pitney Bowes’ Communicate solutions promote continuous
innovation to create new solutions, such as a first-of-a-kind video
solution, EngageOne Video, which enables clients to deliver both
interactive and personalized video to end users-- in real time. The
new Communicate offerings—EngageOne Video Director and EngageOne
Video Cloud-- will enable EngageOne Video users and end-users to do
more with the technology, whenever and wherever, through the new
self-service and Cloud offerings.
“For businesses in the midst of digital transformation,
interactive and personalized video helps fill the need for rich
customer self-service options. At the same time, it can empower
businesses to engage with customers and learn more about them in
some very agreeable ways,” says Jeremy Cox, principal customer
engagement analyst with Ovum. “The latest release of EngageOne
Video from Pitney Bowes will help organizations deliver a richer
customer experience as part of their digital transformation.”
Since Pitney Bowes launched EngageOne Video last year, it has
attracted a number of clients in numerous industries including
Insurance, Financial Services, Telecommunications, and more.
EngageOne Video users across verticals have experienced impressive
results, with some seeing as much as a 80 percent increase in
sales; a better than 400 percent improvement in marketing campaign
results; a seven point increase in Net Promoter Scores; and a 98
percent positive feedback from viewers.
“Clients have told us they want innovative customer engagement
technologies, such as EngageOne Video, to be a core part of their
digital transformation strategies,” says Greg Van den Heuvel, Chief
Operations Officer of Software Solutions, Pitney Bowes. “As a
company focused on powering commerce for the modern era, we will
continue to deliver products and solutions to help clients – and
their customers – get the most out of digital transformation.”
To learn more about Pitney Bowes’ Communicate solutions visit us
online, or experience the new solutions capabilities for yourself
here.
About Pitney Bowes
Pitney Bowes is a global technology company offering innovative
products and solutions that enable commerce in the areas of
customer information management, location intelligence, customer
engagement, shipping and mailing, and global ecommerce. More than
1.5 million clients in approximately 100 countries around the world
rely on products, solutions and services from Pitney Bowes. For
additional information, visit Pitney Bowes at
www.pitneybowes.com.
1 Brian Solis, The 2014 State of Digital Transformation,
http://www.altimetergroup.com/2014/07/the-2014-state-of-digital-transformation/
2014.
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Pitney Bowes Inc.Emily Simmons, 843-467-1071Manager External
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