Contact Center Solutions Featured Article

New Pitney Bowes Enterprise Routing Model Boosts Customer Satisfaction, Cuts Emissions

January 12, 2010

Pitney Bowes Business Insight, has found a way to increase customer satisfaction and company productivity and cut emissions and costs. It has come out with the Enterprise Routing Module for the Pitney Bowes Spectrum Technology Platform which the firm says is the industry’s first data quality solution to offer integrated enterprise location intelligence functionality. This enables organizations to better understand their customers and assets in terms of location.

The Enterprise Routing Module combines data quality, location intelligence and sophisticated algorithms in a service-oriented architecture that seamlessly integrates into business operations to streamline routing and delivery processes. Individuals responsible for logistics, marketing and network performance can now integrate in-house data, including customer records and network locations. They can run route optimization analysis in batch or real-time mode--delivered as web services or APIs--to support operational decisions.

The Enterprise Routing Module automatically calculates the time or distance boundary based on driving or pedestrian street network data. This allows customers to determine locations within a pre-defined coverage area and calculate the most efficient routes, including travel directions.

For retail organizations that deliver to customers or communications and utilities providers that manage large field service teams, this routing capability reduces expensive fuel use—and resulting vehicle emissions plus lowered wear-and tear--and improves productivity. It can also increase customer satisfaction, as organizations can more precisely gauge when company representatives will arrive for service and communicate this in advance to customers. No more customer thumb-tapping—and expense-adding calls and e-mails from them to the contact centers, wondering when the reps will get there.

Additional benefits of the analytical applications for the Enterprise Routing Module include:
--Identifying market penetration in areas around specific stores or branches
--Establishing sales, risk or rating territories from coast to coast
--Target marketing based on proximity to specific outlets
--Identifying the nearest service providers
--Determining service eligibility based on set coverage area

“Nearly every industry must make logistical and operational decisions based on location-based information, such as drive time or drive distance to optimize their operations,” said Navin Sharma, director of global product strategy for data quality, Pitney Bowes Business Insight. “Organizations cannot rely on simplistic as-the-crow-flies calculations to get the job done. With the Enterprise Routing Module, Pitney Bowes Spectrum Technology Platform customers can perform sophisticated location intelligence analysis to maximize marketing opportunities and identify gaps in service, while increasing the efficiency of delivering goods and services.”

Brendan B. Read is ContactCenterSolutions’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Patrick Barnard