Case Study: Global CPG company cuts billing-related calls by 25% and improves cash flow with Pitney Bowes EngageOne Digital Self Service

Global CPG company’s digital self service makes paying for its products as enjoyable as consuming them

Global CPG Company, a multinational food and beverage manufacturer and distributor, needed a modern payment portal to serve a wide range of retail and distributor customers and improve cash flow and customer experience. Seeking to give even the smallest customers a tier-one experience, the company chose Pitney Bowes’ EngageOne Digital Self Service solution, using the EngageOne Smart Bill and EngageOne Smart Pay modules to rebuild its self-service payment and invoicing portal.

Pitney Bowes delivered a branded, off‑the‑shelf portal that lets customers manage account hierarchies, view signed invoices, set multiple and recurring payment options, and log disputes (which route automatically into the company’s CRM); accounts update nightly for current balances. As a result of the Pitney Bowes deployment, the company saw a 25% reduction in billing- and payment-related calls, a decline in payment delinquency and shrinking DSO, improved cash flow, and higher customer satisfaction and retention.