Pitney Bowes, the leading US-based international company specializing in shipping, mailing, and integrated technology and financial solutions, has announced its latest enhancements in tracking and returns services.
Shipping companies globally are thinking out of the box to keep customers happy when it comes to their experience. Recently the company partnered with PackageHub on a returns initiative, launching a returns drop off network. This will allow no-box, no-label returns at 1,000 locations in the US.
Additionally, the company is expanding its delivery operations to encompass the Midwest region.
Gregg Zegras, EVP and president, global ecommerce at Pitney Bowes says: “Coming off the heels of a very successful peak season with strong volumes and best-ever service performance, we are pleased to bring new solutions to our clients across every stage of the post-purchase journey.”
Enhancing e-commerce logistics
Pitney Bowes is enhancing its e-commerce logistics capabilities by offering both national and extensive regional delivery solutions. This strategic expansion into the Mid-West significantly bolsters their service footprint, enabling brands and retailers to deliver to about 90% of the US population within a 1-3 day window.
Initially launched in 2022, Pitney Bowes’ regional delivery model began in key areas of California (Los Angeles and San Francisco) and the Northeast (New York and Boston). By 2023, this service extended to over 20 major cities in the Southeast and Southwest.
Furthering their commitment to tailored logistics solutions, the company provides a detailed analysis of shipping volumes for their clients. This approach assists retailers and brands in optimizing their distribution strategies, ensuring parcels are routed through the most effective channels, whether regional or national, while still leveraging volume discounts.
Gift tracking
Pitney Bowes is transforming e-commerce logistics for its clients by enhancing the online gift-giving experience.The company introduces Gift Tracking through Consumer Connect, an innovative post-purchase solution in retail, bringing a novel dimension to multi-carrier parcel tracking.
This feature allows gift senders to personalize the gifting journey uniquely. They can craft an interactive tracking page, incorporating personalized video or photo messages that gradually unveil as the parcel progresses towards its destination. The full message is revealed upon delivery, adding a special touch to the gifting experience.
A recent BOXpoll survey in November 2023, covering 2,200 US consumers, indicates a strong interest in such personalization, with 43% of GenZ and 32% of millennials expressing willingness to pay for a custom tracking page that provides real-time shipment updates alongside bespoke messages or designs.
Gift Tracking is readily accessible to all the company’s delivery clients at no extra charge. Integration is seamless, involving a simple addition of a link to the brand’s current tracking page and shipping confirmation emails. Alternatively, brands have the option to utilize the Consumer Connect branded tracking tool, another exclusive offering from the company.
Customer returns
Pitney Bowes is simplifying e-commerce logistics for its clients with an innovative returns management tool designed for customer service representatives (CSRs). This new tool, the Customer Service Returns application, empowers CSRs to efficiently handle customer returns.
CSRs can now effortlessly initiate and authenticate returns, generating a shipping label or QR code that customers can use at any Pitney Bowes partner location or within their extensive network of 30,000 postal outlets. This solution is offered at no additional cost to clients of Pitney Bowes returns services. It caters to consumers who prefer to arrange returns via customer service, providing a more tailored return experience.
Additional features include the capability for CSRs to adjust return policies for high-value customers, collect reasons for returns and other pertinent data, produce labels for multiple carriers, and take steps to prevent returns fraud. This enhancement not only streamlines the returns process but also enriches data collection and fraud mitigation strategies.
About the author
Sharl is a qualified journalist. He has over 10 years’ experience in the media industry, including positions as an editor of a magazine and Business Editor of a daily newspaper. Sharl also has experience in logistics specifically operations, where he worked with global food aid organisations distributing food into Africa. Sharl enjoys writing business stories and human interest pieces.
