Inventory Policy

Pitney Bowes has been able to grow and come up with strategic plans all through innovation, helping its customers create, produce, distribute and manage their mail, documents and packages. Financial Institutions, public utilities and large organizations all call Pitney Bowes when they need machinery that can sort and process mass mailings. So they decided to embark on a global customer service improvement strategy. The plan was to deploy Blackberry Wireless Handhelds built with existing CRM system, with Siebel Field Service and Antenna Software’s A3 solution. The results were better customer and business metrics, granular reporting on product performance to determine where challenges exist, inventory levels lowered by 15%; a 90% reduction in emergency parts order, 10% fewer callback visits, and improved employee access to information that increased productivity. The customer relationship management (CRM) program helps improve the overall customer experience. They wanted to integrate the technical platform to serve their service divisions: Document Messaging Technologies (DMT) and Mail stream Solutions and Services-Americas (MSSA). Businesses worldwide rely on Pitney Bowes high volume mailing systems. The MSSA also includes Multi-Vendor Services which services printers, copiers, multi-function devices, scanners, shredders, PC’s and workstations, mail stream solutions and kiosk devices from a variety of high tech manufacturers. The landscape includes Siebel Field Service for work order management and time and materials billing; SAP for parts and inventory management and contract billing; and Servisgistics for parts planning. IBM WebSphere MQ serves as the messaging middleware and the Antenna Mobility Platform (AMP) provides the mobile application and mobile middleware that integrates with Siebel, SAP and Servigistics. The system provides a simple way for field service technicians to input and retrieve real time information from the Siebel and SAP systems and enable them to link inventory consumption to service activities and products. It improved the inventory management, greater visibility into the field activities from the call center and district offices, improved the first time fix rates and increased service revenue. The AMP service provides full functionality whether in or out of network coverage like update service requests online with actual time tracker, travel and parts usage information. Pitney Bowes saved money by reducing the number of callbacks and shipping costs related to carrying costs.

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