BDI 9/16/09 B2B Social Communications Case Studies - Pitney Bowes

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Case Study: Pitney Bowes’ Customer Forums Delivers Service Socially Presented by: Matthew Broder, VP, External Communications, Pitney Bowes Inc. http://www.bdionline.com

Business Technologie

Pitney Bowes User Forum Conversation “Threads”

Message posts and replies Pitney Bowes User Forum

Users are rewarded by their peers for useful answers through “Kudos” and “Accepted Solution” tags. Users build reputation through a system of ranks and roles. Pitney Bowes User Forum Reputation and Feedback encourage participation

ROI 2008 Rate Change: A Case Study We launched the Forum in April 2008 with an initial goal of Rate Change Support call deflection In 2007, we had had 417,000 phone support calls just related to rate change. ,[object Object]

Pitney Bowes staffs up temporary call centers to support Rate Change.,[object Object]

Volume on May 12, the day RC took effect was > 10 times our average daily volume.

Moderators from Rate Change group and CSR handled questions

Customers answered many questionsROI: 2008 Rate Change

Specific answer posting 20% deflection* ROI: 2008 Rate Change General info posting 5% deflection* 39,065 views 7,817 saved calls $78K savings 500,000 total views 25,000 saved calls $250K savings * Groundswell, Charlene Li and Josh Bernoff, Forrester Research, 2008

Call deflection savings for Rate Change issues during May 2008 alone were more than $300K, or 2-3 times our annual cost for the forum. This was one month after the Forum was launched. ROI: 2008 Rate Change

Pitney Bowes User Forum “Ask the Expert” events Think Tank pilot program

Goal of Special Events Rate change Ask Expert Keeping users engaged between rate changes

Community Drives Success And “Superusers” drive the community… The 90-9-1 Rule: ,[object Object]

1% provide most of the contentDell has more than 100 users who each spend more than 40 hours a week on the forum!

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