Re-Thinking The Service Supply Chain For Customer Service

Pitney Bowes manufacturers and services equipment that supports the flow of millions of pieces of mail on a daily basis, from customizing and printing, to sorting and attaching postage for invoices and direct mail. The company serves the needs of large-scale operations such as credit card and utility companies.

Choice Logistics was selected as the third party logistics (3PL) provider of record for service parts and was challenged to develop and establish a pilot program that would demonstrate the value of a more streamlined service parts logistics process. Choice and Pitney Bowes worked collaboratively to create a business case for strategic, rather than on-site, stocking of service parts and instituted a pilot program.

The program focused on two primary geographic locations: Columbus, Ohio and Edison, New Jersey. This was based on the high concentration of Pitney Bowes customers in these regions that could be served within a two-hour timeframe by a strategic stocking location (SSL). Once the Choice and Pitney Bowes team identified the two locations to meet client demands, they began stocking expensive, lowusage critical parts in both locations.