Solve the Customer Data Puzzle
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Pitney Bowes is a global technology company that provides innovative solutions in customer information management, location intelligence, and customer engagement to over 1.5 million businesses worldwide. The document outlines various case studies highlighting how its products have helped companies like Schwan's and Domino's optimize customer data management, improve operational efficiency, and enhance customer experiences. Overall, Pitney Bowes focuses on transforming customer data into actionable insights to drive meaningful engagement and address the challenges of modern commerce.
Solve the Customer Data Puzzle
- 1. Creating real impact in the world of commerce. Solving the Customer Data Problem September 23, 2015
- 2. Pitney Bowes today. We’re a global technology company offering innovative products and solutions that enable commerce in the areas of Customer Information Management, Location Intelligence, Customer Engagement, Shipping and Mailing and Global Ecommerce. 90% of the Fortune 500 and more than 1.5 million small and medium-sized businesses in approximately 100 countries around the world rely on products, solutions and services from Pitney Bowes. Pitney Bowes | January 14, 2015 2
- 3. How the customer data problem arises: Pitney Bowes | Customer Engagement Solutions | May 6, 2015 3 disparate technologies organizational silos new products multiple platforms corporate mergers legacy systems additional channels changing preferences new regulations customer demands
- 4. In today’s world, complexity is a constant and error-free is the expectation. Pitney Bowes | January 14, 2015 4 Target the right customers and find other audiences like them with existing customer information Deliver even greater context to your communications to get noticed and be relevant Know your customers’ preferred channels for communication to drive engagement Provide security with your customers’ personal information Clarify costs when it comes to international shipping so there are no unpleasant surprises 1 2 3 4 5 Today, you are faced with the need to…
- 5. Put the customer in context. Our solutions help businesses manage customer information and turn it into data-driven insights by: • Integrating, cleansing and enriching customer data to ensure it’s available and fit for use when needed • Building a dynamic customer-knowledge graph of relationships across systems to manage context • Delivering actionable customer information and insights to drive contextually relevant communication • Ensuring governance policies are followed exactly when managing customer information Pitney Bowes | January 14, 2015 5 Services and solutions • Customer Analytics • Data Management & Integration • Data Quality • Maintenance & Support • Professional Services
- 6. Schwan’s consolidates customer data, improves efficiency across sales and order fulfillment Industry Retail Location United States Technology used SpectrumTM Technology Platform customer information management Company profile Schwan’s is a multi-billion-dollar private company and distributor of fine frozen foods. Challenge Solution Benefits Database Entry • With 500 sales and distribution centers in the U.S, Schwan’s Home Service needed to manage thousands of customer records entering its system each day. • A disconnect existed among various customer touch points, resulting in duplicate records, missed sales, overlapping deliveries, duplicate mailings and customer dissatisfaction. • The company needed a comprehensive data quality solution to help improve customer service and depot efficiency. • The Pitney Bowes Spectrum Technology Platform enterprise location intelligence software integrates with Schwan’s website, call center application and handheld devices in the field. • When a new customer registers on the web, the data quality solution standardizes the address and matches it to an existing customer record. • Customer address validation and standardization is performed in real time, while new addresses are entered in the system. Handheld devices run in disconnected mode, uploading data at the end of the day. • Addresses that cannot be validated or standardized in real time are submitted for the daily address scrubbing process. • Schwan’s experienced a 25% reduction in the number of duplicate new customer records being created by handheld devices in the field. Better customer data quality resulted in a more complete, 360-degree view of the customer. • Implementing the data quality solution eliminated the inefficiency of manually entering new customers’ scheduled orders into the delivery route system.
- 7. Pinpoint new opportunities. We help companies of all sizes turn geographic data into better customer experiences and smarter strategic decisions by: • Enriching traditional data with enhanced contextual information such as a location, including the name of a specific place, or demographics • Analyzing data more effectively with advanced spatial analysis that drives informed, insight-driven business decisions • Visualizing key data on maps to make deep analysis and insight-sharing easier and more effective than ever before Pitney Bowes | January 14, 2015 7 Services and solutions • Asset Management • Enterprise Location Intelligence • Geographic Information Systems • Location & Business Data • Location Based Services • Maintenance & Support • Market Analytics • Professional Services
- 8. Domino’s Pizza Australia streamlines the planning of franchise territories with up- to-date address information Industry Restaurant Location Australia Technology used MapInfo Professional® location intelligence software, StreetPro® data, Spectrum™ Technology Platform customer information management solutions Company profile Domino’s Pizza Enterprises Ltd (Domino’s Pizza) is the largest pizza chain in Australia in terms of both network store numbers and network sales. Domino’s Pizza now extends across Australia, New Zealand, Belgium, The Netherlands, France and Japan. Challenge Solution Benefits Database Entry • Franchise areas and associated purchase prices are determined by the number of reachable households, overlaid with socio-economic data. • To minimize disputes, Domino’s must ensure its data is accurate. • Domino’s was using manual processes and spreadsheets to determine household data, which took two weeks or more and produced unreliable results. • Pitney Bowes developed a custom location intelligence solution for Domino’s that provides extensive, certified address validation technology that helps ensure the most up-to-date and accurate data is used in the franchise process. • The solution can list all addresses within a boundary in minutes; updates are performed quarterly using a validated source of data and territories adjusted according to fluctuations in households. • The new address information is also integrated with Domino’s telephone and online delivery services, improving delivery service and automatically identifying the store nearest to the customer. • Location intelligence has helped boost revenue lost due to unknown addresses and enhance the customer ordering process. • Legal risks associated with territory disputes have been reduced. • With up-to-date address information, marketing dollars are no longer wasted on dead addresses.
- 9. We help transform the way clients engage with their customers, turning inconsistent interactions into targeted, orchestrated connections by: • Uncovering insights in real time, based on previous interactions and customer data, to customize what businesses offer next • Delivering critical servicing and marketing communications reliably and efficiently across traditional and digital channels • Orchestrating and automating marketing campaigns with target customers across multiple channels in real time • Engaging new customers by identifying movers and communicating with them in a targeted, relevant way Bring relevance to every interaction. Pitney Bowes | January 14, 2015 9 Services and solutions • Communication Archiving Solutions • Contact Center Automation • Customer Lifecycle Management • Customer Self Service • Customer-Engaged Billing • Digital Document Delivery Platform • Maintenance & Support • Mover Marketing • Production Intelligence • Professional Services
- 10. Bank consolidates data and becomes more customer centric Industry Financial Services Location Malaysia Technology used SpectrumTM Technology Platform, DOC1® and e2TM Vault document management software Company profile • The consumer banking arm of CIMB Group, Malaysia’s second-largest financial services provider and one of Southeast Asia’s leading universal banking groups. • Offers a full range of banking products and services to over 5.3 million customers. “We’ve managed to shorten the time taken to process and generate consolidated statements from five days to two despite the expected ten times increase in volume.” —David Chong, Head of Retail Strategy & Marketing, CIMB Bank Challenge Solution Benefits • CIMB Bank’s consolidated statement engine could only handle accounts hosted on its mainframe. • The system was not robust enough to support 1:1 marketing communication. These deficiencies resulted in customers receiving multiple monthly statements and waste of marketing materials. • CIMB Bank turned to Pitney Bowes for an end-to-end customer information and communication management solution. • The solution had to be able to verify and match data from multiple systems to create a consolidated database, reflect multiple accounts into a single consolidated statement, enable 1:1 marketing, and support the entire customer communication cycle from the creation of personalized documents and multichannel delivery through to archiving. • The Pitney Bowes solution also includes capabilities to tag customer accounts at the front end, business rules-oriented template design, and robust output management. • CIMB Bank is able to integrate and consolidate data from various disparate systems, consolidate statements and generate other communications with greater speed and personalization. • Consolidating statements has also brought CIMB Bank cost savings through reduction of paper, printing and postage costs, as well as elimination of manual processes. • As part of the implementation, CIMB Bank took the opportunity to build a loyalty point program for banking relationships for selected segments that uses the consolidation engine. Database Entry
- 11. Spectrum Technology Platform gives MAPFRE Mexico quality client insights. Industry Financial Services / Insurance Location Mexico Technology used Spectrum™ Technology Platform Company profile One of Mexico’s largest insurers, operating on a global scale and providing solutions for vehicles, homes, casualty, bonds, life, health and global risks. Challenge Solution Benefits • Inability to access reliable client information was severely hampering programs and campaigns in multiple areas, including management, loyalty-building, communication and sales. • Obtaining information on MAPFRE’s clients was costly and time-consuming. • Results from the company’s client-focused campaigns were deficient. • MAPFRE Mexico selected Pitney Bowes Spectrum Technology Platform. • The Spectrum platform provides integrated data quality, data integration, master data management and analytics capabilities to help organizations address their data challenges from a single, unified platform. • Spectrum enables organizations to extract more value from their data to drive greater profitability, reduce risk and deliver more personalized and contextually relevant customer experiences. • MAPFRE reports tangible benefits in the areas of efficiency, savings and return on investment (ROI). • Spectrum has helped MAPFRE clean up, standardize, validate and enrich the information the company has on its clients. • The company can now identify its clients unequivocally, allowing MAPFRE to improve the quality of its original data and improve commercialization and management initiatives, particularly marketing activities. “Spectrum has met and exceeded our expectations in the versatility and flexibility of how it continues to improve our cleanup and duplicate identification processes in an independent, streamlined way.” — Joel Gutiérrez Garcia, Director General of Information Management Database Entry
- 12. For Pitney Bowes, getting it right matters. We deliver accuracy and precision across the connected and borderless world of commerce to help our clients create meaningful impact. www.pitneybowes.com Pitney Bowes | January 14, 2015 12
- 14. Appendix Pitney Bowes | January 14, 2015 14
- 15. Enabling transactions in commerce. • Customer Analytics • Data Management & Integration • Data Quality • Maintenance & Support • Professional Services • Asset Management • Enterprise Location Intelligence • Geographic Information Systems • Location & Business Data • Location Based Services • Maintenance & Support • Market Analytics • Professional Services • Communication Archiving Solutions • Contact Center Automation • Customer-Engaged Billing • Customer Lifecycle Management • Customer Self Service • Digital Document Delivery Platform • Maintenance & Support • Mover Marketing • Production Intelligence • Professional Services • Address Management • Domestic Shipping • Ink & Supplies • Inserting • Management & Tracking • Online Postage • Outsourced Mailing Services • Parcel & Mail Sorting • Postage & Carrier Accounting • Postage Management • Postage Meters • Print & Mail Production Management • Printing • Production & Finishing • Productivity Solutions • Cross-Border Shipping Pitney Bowes | January 14, 2015 15
- 16. Connectors Text Based CSV XML SharePoint Unstructured • MS Word • PDF • HTML • Excel • Other Big Data Cassandra Hive Hadoop MongoDB Couchbase HDFS Cloudera* Hortonworks* Relational Greenplum Teradata SAP Hana H2 Ingres MySQL Netezza PostgreSQL Oracle DB2 MSSQL Sybase … Application Salesforce.com Siebel SAP Netsuite* MS Dynamics CRM* Google Spreadsheets ESRI Mapinfo Oracle Spatial MS SQL Spatial PostGIS HL-7 Cloud Amazon S3 MS Azure Amazon Redshift Amazon SimpleDB Pitney Bowes | Confidential | March 11, 2015 16 * Coming in Q2