Pitney Bowes Boosts Digital Engagement Initiatives through New Communicate Solutions
University of Southern Queensland is using video technology to digitally engage and stay connected with its students
BRISBANE, SYDNEY, May 24, 2017… Pitney Bowes Inc. (NYSE: PBI), a global technology company that provides innovative products and solutions to power commerce, today launched the second phase of its Communicate platform. It will enable organisations to enhance digital engagement with their customers across touchpoints.
In Australia, 16 out of the ASX-20 listed companies are Pitney Bowes clients, and 3 companies out of these are already leading the market with Pitney Bowes personalised and interactive video capability, part of the new Communicate solutions.
Video is part of the new wave of self-service capability and it is proving that video may just be the digital transformation sweet spot. Businesses are not only increasing operational efficiency but also engaging their customer in just the right way. In fact, users of video technologies can see an 80 percent increase in sales targeted with the technology; and better than 400 percent improvement in marketing campaign results; a seven-point increase in Net Promoter Scores; and a 98 percent positive feedback from viewers.
Not just major commercial organisations that are finding their way to the new technology, thought leaders like University of South Queensland are learning how to apply video technology to their environment.
“Personalisation is a major factor of modern marketing, and consumers are demanding a more personalised experience than ever before. It is becoming imperative for organisations to deliver marketing material tailored to their target audience’s interests, behaviours and desires. The higher education sector is no different,” said Helen Nolan, Executive Director, Marketing & Student Attraction at the University of Southern Queensland.
The personalised video email campaign deployed by the University of Southern Queensland was delivered to 4,660 applicants. During the course of this project USQ found that eDM Unique Open Rates (73.20% vs 37.36%) and Unique Click Through Rates (40.93% vs. 7.04%) performed considerably higher than industry benchmarks.
“We saw the project as a new way for USQ to approach a traditional campaign. The modern consumer demands a highly personalised experience in any media they consume, and in order to influence their purchasing behaviour, the personalised video, tailored to the individual based off university data, was seen as a great option for USQ and aligned perfectly with the University’s brand,” concluded Nolan.
To help bring these technologies to the Australian and New Zealand market, Pitney Bowes has joined forces with several technology and creative agency partners. A good example is Zipform Digital who has expanded their traditional communications base with the new Communicate digital capabilities. Zipform Digital evaluated a number of video solutions before selecting Pitney Bowes as the video solution they take to their existing and prospective clients.
Zipform Digital’s General Manager, Richard Vaughan, said, “Implementing digital technologies is no longer just for improving business strategies, it is now an essential tool in driving innovative changes to an organisation’s customer experience. The Pitney Bowes EngageOne solution delivers personalised, targeted information through proprietary data, and is helping us enable our clients in their digital transformation journeys.”
Nigel Lester, Managing Director of Software at Pitney Bowes says the new capabilities will address changing customer expectations by augmenting digital and print communications, “As our clients move further along in the digital transformation journey it’s become increasingly clear that clients’ needs are always evolving. To remain relevant in this digital landscape, organisations need to implement technologies that put customer experience first and cater to client expectations. It’s the innovation and engagement you deliver with these technologies that matters most, which is why we’re excited about the new updates and features in our Communicate portfolio and confident that our offerings can deliver a personalised, seamless service.”
First launched in 2016, Pitney Bowes Communicate solutions are designed specifically to help with customer journey based messages and communications. Marketers, customer service and customer experience executives in Australia and New Zealand are able to deliver tangible improvements in customer engagement with technology that guides personalised interaction across all channels.
Built around the EngageOne family of customer engagement solutions, the Communicate solutions feature a powerful set of digital self-service capabilities that will enable organizations to better communicate with customers and deliver more relevant and engaging interactions– every time they interact with a brand.
According to a recent report, by the year 2020 customer experience will overtake price and product as key brand differentiators. Customers already expect higher levels of personalised interaction from brands they patronise, and they look to those brands to engage with them in a relevant and timely manner across multiple channels, including social, mobile, web and bricks-and-mortar locations. Communicating across physical and digital channels has been a struggle for many Australian organisations, and the rapid emergence of technologies such as Artificial Intelligence (AI) and Conversational User Interface (UIs) has further complicated the situation when engaging customers.
Communicate 2.0 Updates to Capabilities:
EngageOne Video (EOV) v2.3 is an award-winning solution that combines video with user data to deliver interactive, personalised video to help brands enhance customer engagement, scale expert interaction without the overhead and reduce call center costs. EOV has most recently received global recognition for customer excellence and service through accolades from the European Contact Centre Service Awards (ECCCSAs), POST’s Digital Insurance Awards, FS Tech Awards, and the Xplor France Awards.
EngageOne Digital Designer v2.0 provides a simple yet powerful browser-based interface that lets anyone create and deliver email, SMS and push notifications using interactive and dynamic content optimised for display on any device. Using interactive templates and drag-and-drop tools, business users can quickly create more engaging and responsive customer communications through better design, non-delivery handling, dashboard reporting capabilities, and template import and export capabilities.
EngageOne Communications Suite v4.4 enables clients to design and deliver engaging and personalised real time and batch multichannel communications to their customers. In the latest release of the EngageOne Suite, users can embed interactive video content in their print and digital communications. Other notable features include updates to EngageOne Interactive, to allow users to complete their templates across an expanded roster of compatible web browsers, such as Google Chrome and Firefox, and faster processing of Batch and On Demand communications.
About Pitney Bowes
Pitney Bowes (NYSE:PBI) is a global technology company powering billions of transactions – physical and digital – in the connected and borderless world of commerce. Clients around the world, including 90 percent of the Fortune 500, rely on products, solutions, services and data from Pitney Bowes in the areas of customer information management, location intelligence, customer engagement, shipping, mailing, and global ecommerce. And with the innovative Pitney Bowes Commerce Cloud, clients can access the broad range of Pitney Bowes solutions, analytics, and APIs to drive commerce. For additional information, visit Pitney Bowes, the Craftsmen of Commerce, at www.pitneybowes.com/au.
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Burson-Marsteller (for Pitney Bowes)
02 9928 1587
APAC Communications Manager