Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.

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1 Digital Self Service Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.

2 Give customers the answers they re looking for and you ll get the results you re looking for. It all starts by treating each customer like an individual. Help them pay bills faster, increase purchases and experience tailor-made 24/7 service and watch your cost-to-service plummet. Customers want to do more online Online account-management can pose daunting challenges it s an area where customer relationships can be built or buried. From leading e-commerce web sites to social media, today s consumers expect world-class digital capabilities. While online bill pay is now standard and mobile applications add great simplicity and convenience, only 58% of consumers are satisfied with online self service. 1 Your customers want to do more online, but with ever-evolving technology, it s not so simple. Complex, multi-product relationships make it difficult to create truly personalized experiences. World-class e-capabilities are essential to meet customer expectations and reduce servicing costs. 72% of customers prefer getting answers online, but only half actually find the information they need. Forrester Research Treat customers as individuals to get more out of every relationship Imagine digital self service that s so engaging, it can help customers find more, do more and spend more. Imagine easy and cost-effective digital self service that treats each customer as an individual. When you customize your focus, you not only enhance web and mobile experiences, you increase satisfaction, retention and revenue. And, at the same time, you can discover opportunities to reduce service costs and expand customer relationships that grow your business. The good news is it s never been easier to deploy self service across all digital channels. All you need is a comprehensive suite of ready-to-launch capabilities. Deploy a truly personalized experience 50% faster Quick and easy to deploy, digital self service from Pitney Bowes engages customers with targeted, relevant content based on profiles, transaction history and online behaviors in as little as ten weeks. Deploy a comprehensive suite of ready-to-launch capabilities, enabling e-presentment, payments, billing intelligence, mobile and customer care Profit from sophisticated customer analytics that improve the customer experience by accessing real-time data and documents Reduce costs with automated self service replacing costly paper and call-center activity Minimize errors and eliminate manual processes and automate account management Grow revenues with highly targeted online engagements, taking advantage of increased web traffic to upsell and cross-sell 1 Understand Communication Channel Needs To Craft Your Customer Service Strategy, 2013, Forrester Research

3 When customers can access the information and answers they need, call-center activity drops substantially. A personalized self-service experience helps customers learn more, do more and respond more. Deliver information and offers to customers with greater precision and success. Replace costly callcenter activity with automated self service Digital self service makes it easy to manage even complex relationships. The built-in customization reduces call-center demand, lowers waiting time, increases customer satisfaction and helps reduce agent turnover. Automated self service enables your systems to analyze online activities and proactively answer questions typically fielded by callcenter agents. Predictive analytics deliver best-nextaction recommendations that serve targeted cross-sell opportunities to customers at the ideal time. And when needed, your team can act on behalf of a customer, delivering key information regarding bills, payments, account profile and passwords. Increase customer satisfaction with a more flexible, more personalized experience When customers set their own preferences, they become empowered to take control of their online, mobile and web experiences. Digital self service gives them the ability to view, sort, download and customize their account information, offering anytime/anywhere access. Comprehensive electronic bill presentment and payment capabilities (EBPP) permit a range of advanced functionality, including analytics, bill history, advanced payment, ACH payments, account management, and much more. It s simple: the more personal the customer experience, the more potential growth for your organization. Grow revenues via compelling, highly targeted online engagements Increasing the effectiveness and ROI of your marketing efforts is a matter of intelligence. Digital self service achieves its elevated IQ by integrating data from various channels and platforms to inform every targeted customer message. Screen prompts, invitations, information requests, offers and reminders are delivered automatically at key interaction points. Digital self service even identifies when customers have previously accepted or declined invitations and determines the likely impact of presenting various offers before presenting the bestnext-action. A European utility has reduced monthly call center costs by 800,000 euros.

4 Superior e-billing delivers a highly personalized experience and provides unrivaled access to documents and information in your customers preferred format. Sophisticated analytics and real-time decisioning automatically prompt customers toward the best-next-action. Gain insight into who customers are and what they need most No two customers are alike. Each one has unique needs and desires. Learning from their profile, behaviors and prior transactions informs digital self service, enabling your system to serve highly personalized targeted content. The ability to access data profile, product, transaction, billing and behavior data provides a key understanding of their world. In-depth understanding of your customers online behaviors presents real-time opportunities to serve offers and information that improve their experience and generate stronger, more predictable relationships. Simplification through integration Integrate and deploy cost-effective digital self service with either SaaS or with your existing Siebel CRM. Expand your self-service capabilities, simplifying even complex relationships Comprehensive electronic bill-presentment and payment capabilities allow you to interact more effectively with customers on their preferred web and mobile platforms. Empower your customers to view their bill activities, sort, filter and download PDF statements and forms. Let them view their billing history, create recurring payments, enable credit card and automated clearing house (ACH) payments. Help them manage their accounts and profiles and offer customer care solutions including bill-adjustment requests. Now, it s easy to expand your capabilities and reduce the strain on call centers and other resources. Engage customers on a personal, one-to-one basis automatically Real-time scoring and automated decisioning gives your organization the ability to interject highly personalized and highly actionable content. Every targeted screen prompt, offer, notification, invitation or alert is updated and based on prior interactions gathered from across the disparate divisions of your enterprise. These real-time scoring and decisioning capabilities drive increased customer satisfaction. They also create valuable upsell and cross-sell opportunities that have the ability to improve marketing ROI and drive revenue. A major European telecom operator now provides an industry-leading experience, and has significantly reduced Days Sales Outstanding (DSO) by over $1M per month.

5 Deploy personalized digital self-service 50% faster Unlike other complex and expensive solutions, Digital self service is a single, integrated solution that makes it easy for organizations to configure and deploy in as little as ten to fifteen weeks 50% faster than alternative approaches. This intelligent, cross-channel experience also offers deployment simplicity with multichannel support across web, mobile, call centers and Interactive Voice Response (IVR). Digital self service allows your organization to deliver personalized experiences quickly and efficiently with little or no coding as well. Handle complex, multi-product relationships Digital self service makes it simple to sort, configure and manage even complex relationships, such as business accounts, with customized reporting options that eliminate manual workarounds. A feature-rich and highly personalized online user experience intuitively understands customers needs, helping to improve loyalty and satisfaction. Highly effective analytics and automated targeting With advanced personalized information available at your most critical touchpoints, automated offers can be delivered as best-next-actions. Integrated from various platforms, your organization can finally connect outbound direct marketing campaigns with inbound customer interactions, boosting customer relationships and revenues. Achieve more with Pitney Bowes Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences with digital self service from Pitney Bowes. Target and engage customers with relevant content that reduces costs, focuses call-center activity, and drives revenue growth.

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