Helping our customers envision a beautiful future
One of the great things about working at Pitney Bowes is the opportunity to interact with so many talented and innovative individuals. Joe Eremita is one of those individuals, and fortunately for our customers, Joe works directly with many of them to help frame their future customer communications strategy and operations. See how and why Joe’s view could ultimately impact your operations in this quick interview.
Joe: When I was younger my dream was to become a Lego Master Builder, and when I was fresh out of college I applied to become part of their Master Builder program. As it turns out, there are more individuals on the US Supreme Court than actually make it into the Master Builder program, so that dream never became a reality for me. But as you can imagine, I really enjoy putting pieces together. As product manager for Pitney Bowes Production Intelligence® products, I often have the opportunity to study all of the pieces in an individual customer’s environment, and then to help them put the pieces together in a new way (and with some new pieces!) to make their environment better.
Candice: Can you describe how you are able to help Pitney Bowes customers create a better environment?
Joe: Sure. There are many times when a member of the sales team will bring me along to help a customer with a very specific need (postage accounting, for example). Since software is ultimately the glue that holds everything together, I am able to ask a lot of questions about their overall process and plans. I have seen many different customer environments from end to end, and I bring that experience to the table. There are many times when I will have additional ideas—outside of the original identified need—that could help make their operations better. It is a balance between being a good listener to really understand where the customer wants to go, but also to help paint a vision that maybe they didn’t know was possible for them.
Candice: What is your favorite thing about working for Pitney Bowes?
Joe: When I hear a customer say “Yes, that is exactly what I want!”
My first experience of this was with a Transactional Service Bureau who asked me to recommend how they could streamline their postage accounting. Of course we have a point solution for that and it is a relatively simple proposition. While I was there, however, I discovered there were a lot of other factors in play. They had just purchased a color printer. Some of their customers were asking for reporting and traceability. In the end I created a plan that included postage accounting in phase one, but also moved them to a high integrity environment with closed loop reprint processing and the ability to do offset shell replacement to eliminate preprinted forms in later phases. In the end they lowered their overall costs, they were able to sleep better at night, and they attracted many more customers. They did so well, in fact, that the Operations Manager who originally said “Yes” moved on to a higher level position at a new organization where he is hoping to do the same thing all over again.
Candice: When do you have the most success helping to create this future vision?
Joe: I am most successful with organizations where they are willing to look at the big picture instead of just solving individual problems. Some organizations may feel that the big picture is too complicated, but that’s reality. It can be a real puzzle to put everything together in a smart and efficient way that makes everything better. But that is what I love to do, I love to solve puzzles.
Special thanks to Joe for sharing his thoughts on helping customers paint a future vision. If you have any “insider topics” that you would be interested in reading about in future blogs please let me know and I will see what I can do! I look forward to hearing from you.