Pitney Bowes Recognized for Outstanding Certified Assisted Technical Support by J.D. Power
May 05 2020 - 8:00AM
Business Wire
Pitney Bowes Inc. (NYSE: PBI), a global technology company that
provides commerce solutions in the areas of ecommerce, shipping,
mailing and financial services, announced today its Sending
Technology Solutions business has achieved certification under the
J.D. Power 2020 Certified Assisted Technical Support Program for
the first time. This distinction recognizes Pitney Bowes for
delivering "an outstanding customer service experience" to
clients.
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The Certified Assisted Technical Support Program was developed
by J.D. Power and Associates and the Technology Services Industry
Association (TSIA) and is a prestigious recognition from the
Technical Service and Support industry. To secure this renowned
certification, Pitney Bowes passed a rigorous onsite audit of its
technical call center practices, which were compared to over 170
technology industry best practices. It was also required to exceed
the J.D. Power industry benchmarks in an independent survey
conducted with Pitney Bowes’ clients. These surveys took place in
March-April 2020, when many businesses were unsettled by new global
uncertainty.
“For 100 years, client success has been at the center of
everything we do,” said Bill Steenburgh, Senior Vice President of
Global Services and Support. “To build on this commitment, we must
continuously challenge ourselves against the robust industry
benchmarks established by J.D. Power, as well as Technology
Services Industry Association’s Rated Outstanding Certification. We
are honored to have earned both of their certifications. Securing
these certifications demonstrates Pitney Bowes’ commitment to
providing outstanding client experience and positions us for
success as we enter our next century.”
“Congratulations to Pitney Bowes for demonstrating their
commitment to technical support excellence by earning this
certification,” said Mark Miller, Practice Leader, Customer Service
Advisory, J.D. Power. “The certification covers assisted channel
support and the customer satisfaction research result means that
the experience provided by Pitney Bowes was excellent across a
broad set of measures and channels. The team there should be really
proud of this accomplishment.”
“Pitney Bowes is clearly dedicated to providing high quality
technical support to its customers," said Tom Pridham, Senior Vice
President of Global Accounts and Advisory Services at TSIA. “The
organization has demonstrated a high regard for its employees by
focusing on employee development and feedback. This has cultivated
an excellent environment for building strong relationships and
providing outstanding client technical support.”
To achieve certification, an organization must attain customer
satisfaction scores among the top 20% of companies globally that
offer technology support, based on J.D. Power’s extensive
technology industry benchmark customer satisfaction research. J.D.
Power evaluated Pitney Bowes on its assisted service - including
phone and case management portal. For the certification, J.D. Power
conducted a survey of Pitney Bowes’ North America customer base to
establish an overall customer satisfaction index score and TSIA
conducted on-site audits at Pitney Bowes facilities. The J.D. Power
2020 Certified Assisted Technical Support Program was developed in
conjunction with TSIA and based on successful completion of an
audit and exceeding a customer satisfaction benchmark for assisted
support operations. For more information, visit www.jdpower.com or
www.tsia.com.
100 Years at Pitney Bowes
On April 23, 1920, Arthur Pitney, the inventor, and Walter
Bowes, the promoter, founded The Pitney Bowes Postage Meter
Company. Over the next 100 years, the combination of creativity
with business acumen enabled Pitney Bowes to pioneer innovations
for over one million clients through several decades – beginning
with the postage meter to pushing the boundaries of global
ecommerce. The Pitney Bowes centennial commitment continues to put
the client first with sustainable innovation created by exceptional
people who have deep ties to our communities and driven by a
culture of doing the right thing the right way. For additional
information visit: www.pitneybowes.com/100.
About Pitney Bowes
Pitney Bowes (NYSE:PBI) is a global technology company providing
commerce solutions that power billions of transactions. Clients
around the world, including 90 percent of the Fortune 500, rely on
the accuracy and precision delivered by Pitney Bowes solutions,
analytics, and APIs in the areas of ecommerce fulfillment, shipping
and returns; cross-border ecommerce; office mailing and shipping;
presort services; and financing. For nearly 100 years Pitney Bowes
has been innovating and delivering technologies that remove the
complexity of getting commerce transactions precisely right. For
additional information visit Pitney Bowes, the Craftsmen of
Commerce, at www.pitneybowes.com.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory
services and data and analytics. These capabilities enable J.D.
Power to help its clients drive customer satisfaction, growth and
profitability. Established in 1968, J.D. Power has offices serving
North America, Asia Pacific and Europe.
About Technology Services Industry Association (TSIA)
The Technology Services Industry Association (TSIA) is the
world's leading organization dedicated to advancing the business of
technology services. Technology services organizations large and
small look to TSIA for world-class business frameworks, best
practices based on real-world results, detailed performance
benchmarking, exceptional peer networking opportunities, and
high-profile certification and awards programs. TSIA corporate
members represent the world's top technology companies as well as
scores of innovative small and mid-size businesses in four major
markets: enterprise IT and telecom, consumer technology, healthcare
and healthcare IT, and industrial equipment and technology. TSIA's
editorial blog, Inside Technology Services, is widely recognized by
technology service professionals for providing thought leadership
and insights into industry trends and best practices. Visit us at
https://www.tsia.com/, follow us on Twitter @TSIACommunity, or
connect with us on LinkedIn and Google +.
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John Spadafora Pitney Bowes M +1 518 708 3466
john.spadafora@pb.com
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