Pitney Bowes User Forum<br />forums.pb.com<br />
Pitney Bowes User Forum<br />Conversation “Threads”<br />
Message posts and replies<br />Pitney Bowes User Forum<br />
Users are rewarded by their peers for useful answers through “Kudos” and “Accepted Solution” tags.<br />Users build reputa...
ROI<br />2008 Rate Change: A Case Study<br />We launched the Forum in April 2008 with an initial goal of Rate Change Suppo...
Pitney Bowes staffs up temporary call centers to support Rate Change.</li></li></ul><li><ul><li>Drove traffic to forum fro...
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 questions</li></ul>ROI: 2008 Rate Change<br />
Specific answer posting<br />20% deflection*<br />ROI: 2008 Rate Change<br />General info posting<br />5% deflection*<br /...
Call deflection savings for Rate Change issues during May 2008 alone were more than $300K, or 2-3 times our annual cost fo...
Pitney Bowes User Forum<br />“Ask the Expert” events<br />Think Tank pilot program<br />
Goal of Special Events<br />Rate change<br />Ask Expert<br />Keeping users engaged between rate changes<br />
Community Drives Success<br />And “Superusers” drive the community…<br />The 90-9-1 Rule:<br /><ul><li>90% only browse
9% post rarely
1% provide most of the content</li></ul>Dell has more than 100 users who each spend more than 40 hours a week on the forum...
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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

Published in: Business, Technology
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BDI 9/16/09 B2B Social Communications Case Studies - Pitney Bowes

  1. 1. Pitney Bowes User Forum<br />forums.pb.com<br />
  2. 2. Pitney Bowes User Forum<br />Conversation “Threads”<br />
  3. 3. Message posts and replies<br />Pitney Bowes User Forum<br />
  4. 4. Users are rewarded by their peers for useful answers through “Kudos” and “Accepted Solution” tags.<br />Users build reputation through a system of ranks and roles.<br />Pitney Bowes User Forum<br />Reputation and Feedback encourage participation<br />
  5. 5. ROI<br />2008 Rate Change: A Case Study<br />We launched the Forum in April 2008 with an initial goal of Rate Change Support call deflection<br />In 2007, we had had 417,000 phone support calls just related to rate change.<br /><ul><li>Typical support call costs $10 or more
  6. 6. Pitney Bowes staffs up temporary call centers to support Rate Change.</li></li></ul><li><ul><li>Drove traffic to forum from all rate change related pages on PB.com and from email
  7. 7. Volume on May 12, the day RC took effect was > 10 times our average daily volume.
  8. 8. Moderators from Rate Change group and CSR handled questions
  9. 9. Customers answered many questions</li></ul>ROI: 2008 Rate Change<br />
  10. 10. Specific answer posting<br />20% deflection*<br />ROI: 2008 Rate Change<br />General info posting<br />5% deflection*<br />39,065 views<br />7,817 saved calls <br />$78K savings<br />500,000 total views<br />25,000 saved calls <br />$250K savings<br />* Groundswell, Charlene Li and Josh Bernoff, Forrester Research, 2008<br />
  11. 11. 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.<br />This was one month after the Forum was launched.<br />ROI: 2008 Rate Change<br />
  12. 12. Pitney Bowes User Forum<br />“Ask the Expert” events<br />Think Tank pilot program<br />
  13. 13. Goal of Special Events<br />Rate change<br />Ask Expert<br />Keeping users engaged between rate changes<br />
  14. 14. Community Drives Success<br />And “Superusers” drive the community…<br />The 90-9-1 Rule:<br /><ul><li>90% only browse
  15. 15. 9% post rarely
  16. 16. 1% provide most of the content</li></ul>Dell has more than 100 users who each spend more than 40 hours a week on the forum!<br />
  17. 17. “Karios” – our rising superuser<br />
  18. 18. Online longer than 6 mos.<br />“Karios” – our rising superuser<br />Each post continues to collect views over time:<br /><ul><li>Posts that have been online longer than 6 months have been viewed, on average, more than 2,000 times.
  19. 19. Call deflection value to PB of each post is ~$2,000
  20. 20. Total value of Karios’ 53 posts so far: $106,000
  21. 21. A user who posted one answer a day would be worth $520,000 in call deflection each year </li></li></ul><li>How Do We Get There?<br />Build Traffic<br />Nurture Superusers<br />Repeat<br />
  22. 22. ZDNet Article, 6/25/09<br />
  23. 23. PR-Customer Interaction<br />

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