Crossing Continents

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Pitney Bowes, the leading global supplier of mailstream solutions, is using Kiosk Europe Expo to launch the expansion of its vendor independent servicing and maintenance solution. Pitney Bowes Technical Services (PBTS) has been highly successful in the US for five years and now the company is looking to develop the service in Europe.
 
The PBTS solution encompasses all kinds of self-service machines, including digital, networked and mechanical systems, enabling companies to have a singular, neutral servicing supplier for their entire business.“Our company has a 90 year history,” explains David Hart, Vice-President of European Service at Pitney Bowes, “in that time we’ve developed world class service systems and infrastructure that can support customers with a wide range of kiosk and digital signage products.”
 
So, although the expansion of vendor independent servicing into Europe is new, the company has a proven track record in the field, maintaining its own solutions for its two million worldwide customers.As an experienced service provider, PBTS offers companies a ‘one stop shop’ for all their servicing and maintenance needs. The company’s solution aims to give customers the complete package, from parts distribution management to invoicing with a detailed breakdown.
 
At the core of this solution package is the company ethos of outstanding customer service. This is monitored through a number of initiatives including post call follow ups, quarterly service level reviews and detailed service management reports. In addition the team of Pitney Bowes engineers is fundamental in ensuring customer satisfaction.
 
“We have 370 pan European engineers, all of whom are highly trained” explained Hart. “They undertake frequent training courses to ensure that they are up-to-date with the latest technological advancements. They are all Pitney Bowes employees trained by us, as we don’t outsource servicing. Most of them are long term employees – the average tenure of an engineer is 19 years – so they are incredibly experienced in the field.”The company believes that its expertise, coupled with the familiarity of the Pitney Bowes name, will attract a range of OEMs, resellers, dealers and integrators who want to leverage a large organisation such as PB to enter new markets previously out of reach.
 
Hart concluded “At the end of the day, businesses want to maximise the reliability and efficiency of their equipment. We have the tools in place to help them achieve that.”