Pitney Bowes Case Study

Headquartered in Stamford, CT, Pitney Bowes operates in over 130 countries.  A member of the S&P 500 since 1957, they have consistently recorded year-over-year revenue growth.

Key Challenges

Pitney Bowes has been improving the overall contribution of service to the business.  Service is now regarded as a key attribute of a business able to significantly impact a company’s success, keeping customers enthusiastic about using the company’s equipment and services, and encouraging them to buy more product(s).

The service operation currently supports the business and helps “generate” business. 

The objective is to have the service operation generating significant revenue directly; by developing the relevant skills of their engineers and make Pitney Bowes successful in this careful design rather than through accident. 

Noventum Service Management Approach

Taking the a group of staff (about 5-10%) considered to be top performers as well as our competency framework as reference, we helped the staff member to understand how the best performing field service engineers achieve their results, and to identify the particular business and behavioral skills that should be developed by all team members to develop into true and successful trusted advisors.

Based on the customised competency framework, competency levels of all engineers were assessed and held against targets for the appropriate role. With this assessment we identified the gaps and developed individual learning objectives.

Starting with the following 10-20% second best performance, competencies were developed by on the job training and coaching as well as engineers joining each other, with critical competencies and their learning objectives in mind.

Results & Outcome

Pitney Bowes now has over six months of 30% increase in revenue - significantly improved profits, with increased customer satisfaction and a highly motivated group of engineers. They are truly excellent trusted advisors.