About the Client

Pitney Bowes is a renowned global shipping and mailing company, catering to a diverse range of clients including small businesses, retail, enterprise, and government entities. Pitney Bowes faced challenges in maintaining efficiency and clarity in its field service operations. This case study explores how Pitney Bowes leveraged the GoService advantages to address these challenges and improve its overall service delivery.

Snapshot

  • CLIENT
  • Industry
    Shipping and Mailing
  • Apps Downloads
    2000
    +
  • Platforms

Project Challenges

Pitney Bowes faced a significant challenge in effectively managing its field engineers, tracking their service activities, and assessing their performance. This challenge stemmed from the complexity of coordinating field operations across diverse locations and ensuring timely and efficient service delivery to customers.

  • 01

    Inefficient Scheduling and Dispatching:

    Pitney Bowes encountered difficulties in scheduling and dispatching field engineers to service locations. This inefficiency led to delays in addressing customer issues and impacted overall service delivery timelines.

  • 02

    Lack of Tracking Assets:

    Pitney Bowes struggled with tracking its assets deployed in the field, including equipment, tools, and inventory. This lack of visibility hindered inventory management and asset utilization optimization.

  • 03

    Lack of Clarity on Turnaround Time:

    There was a lack of clarity regarding the turnaround time for service requests. Customers were often left uncertain about when their issues would be resolved, leading to dissatisfaction and potential loss of business.

  • 04

    Uncertainty Regarding Engineer Allocation:

    Pitney Bowes faced challenges in allocating field engineers to specific tasks. The company lacked visibility into engineer availability and skills, resulting in suboptimal resource allocation and potential delays in addressing customer needs.

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To address these challenges, Pitney Bowes embarked on a mission to enhance its field service operations. Recognizing the need for a comprehensive solution, the company turned to the innovative capabilities offered by the GoService Advantage.

The GoService Advantage

To address these challenges, Pitney Bowes leveraged the GoService Advantage, which offered the following solutions:

  • Service Ticket Access to Field Executives:
    With instant access to customer requests and service details, field engineers could promptly respond to issues, leading to improved customer satisfaction.
  • Assign Location-wise Service Tickets:
    Assigning tasks according to geographic proximity ensured that field engineers could efficiently attend to service requests, reducing travel time and increasing the number of tasks completed within a given timeframe.
  • Activity Monitoring:
    Real-time activity monitoring capabilities provided Pitney Bowes with valuable insights into field service operations. Pitney Bowes gained actionable data to make informed decisions and proactively address any issues or bottlenecks in service delivery.
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The Impact

By implementing the GoService Advantage, Pitney Bowes achieved significant improvements in its field service operations:

  • 01

    Reduced TaT:
    A notable 20% decrease in the turnaround time was achieved, indicating improved efficiency in task completion.
  • 02

    Operational Efficiency:
    There was a significant 15% reduction in service delivery times, leading to enhanced operational efficiency.
  • 03

    Informed Decision-making:
    There was a 25% increase in overall operational productivity.

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