Pitney Bowes Inc. of Stamford has for the past two years developed major service initiatives to resolve customer issues more quickly and as a result has had the added benefit of becoming environmentally conscious.
“Our goal was simple, improve the efficiency and effectiveness of servicing our customers and make it easier for them to do business with us,” said Brian Stevenson, vice president and general manager of customer service at Pitney Bowes.
In 2006 and 2007, Pitney Bowes”™ Rapid Response and Technical Call Centers increased the number of customer service calls handled over the phone that would formerly have involved dispatching a service technician by car to the customer site.
The company also allowed for their technicians who were sent onsite to be equipped with mobile handheld devices that allowed them to access work orders, customer information and an inventory of parts.
According to Stevenson, as a result of the strategic parts planning initiative, technicians were able to provide more complete service on the first visit and it reduced the need for follow-up visits.
Stevenson said that Pitney Bowes eliminated the need for hundreds of thousands of automobile trips and estimated that the programs avoided the creation of approximately 8,000 metric tons of carbon dioxide emissions.
According to the U. S. Environmental Protection Agency, this number is equivalent to the elimination of 1,504 vehicles for one year, consumption of 932,009 gallons of gasoline or the planting of 1,866 acres of pine forest to sequester carbon dioxide.
“The resulting environmental benefits are consistent with the culture of stewardship at Pitney Bowes,” said Stevenson. “We know that you can help your customers and the planet at the same time.”
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