StereoLOGIC
CASE STUDY
Pitney Bowes Inc., USA
accelerates back-office operations by 56% in less than 90 days using StereoLOGIC

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30%

Reduction in Operational Cost


56%

Reduction in Customer Service Response Time


20%

Reduction in Errors when Servicing Customers


“You want to have the tool like StereoLOGIC in the hands of the supervisors and the subject matter experts that manage operations so that they could actually see - what the agents are doing vis-à-vis what they are supposed to be doing.”
Ronnie Mahabir
Senior Manager,
North America Call Centre Operations,
Pitney Bowes
Revenue: $3.4B
Size: 14,700 Employees
BACK-OFFICE CUSTOMER MANAGEMENT PROCESS IMPROVEMENT PROJECT

OVERVIEW:

Customer Satisfaction has become a key operational parameter for Pitney Bowes, as well as over the past few years the company has been focusing on decreasing operational cost. The one driving challenge at this point was – the operational costs had to be reduced within a very short period of time.

CHALLENGE:

  • Improve customer satisfaction and reduce the cost in a very short period of time
  • Despite the improvement efforts, Pitney Bowes have continued to experience the situation when Customer Service did not meet the required SLA
  • Error rates exceeded acceptable level

SOLUTION:

StereoLOGIC provided the ability to:
  • Automatically monitor employee operations in multiple remote locations, visualize employee processes, time, deviations and inefficiencies
  • Accelerate rapid automated process improvement strategy
  • Instantly detect deviations, wasted time and errors in each group and visualize them

RESULTS:

  • Cut the Customer Service response time by 56%
  • Reduced the error rates (errors in servicing customers) from 20% to 0%
  • Achieved above 65% NSAT for 8 consecutive months
  • Reduced the operational cost by 30%
“The results we got with StereoLOGIC are very impressive!“
Ronnie Mahabir,
Sr. Manager, North America Call Centre Operations
TEXAS LIFE INSURANCE COMPANY, USA
saves over 35% of FTE by optimizing Billing, Case Implementation and Customer Service processes.
One of 100 Best US Banks
achieves over 50% savings on Cash Transaction Reporting with StereoLOGIC process discovery & mining.
Major Canadian Bank
saves $15MM annually, reducing branch-level errors and delays by 95% using StereoLOGIC continuous monitoring.