Pitney Bowes has implemented a new self service customer extranet that lets customers order postage supplies and request service dispatches under a single online sign-on. The new system is powered by Broadvision.
Previously customers who wanted to reset and refill postage meters or track various service requests had to perform several separate operations, most likely having to fill out paper forms in the process. Alternartively they would have to visit multiple web sites. Now those sites have been brought together under the one extranet.
Work on the new system began inJanuary 2001 with the first phase up and running in July in the form of a modile for dispatch for field service calls on equipment. The second phase, which includes all of the multiple functions in one place, has now gone live while the third phase will be operational in February and provide asset management functionality which will give customers the ability to view their inventory of Pitney Bowes' products."
More than 150,000 customers use the Web site to reset and refill their postage meters now. It has become Pitney Bowes' most cost-effective channel for providing routine meter service.
During the past year, Pitney Bowes has deployed several of BroadVision's enterprise self-service applications, including its One-To-One Enterprise, Business Commerce, InfoExchange Portal and Retail Commerce software. Since the company started migrating its business processes online, it has seen a 10 per cent increase in order size