Case Study: Pitney Bowes boosts customer renewals by 133% with UserTesting

Pitney Bowes boosts customer renewals by 133% with UserTesting

Pitney Bowes, a global technology company providing commerce solutions, faced a challenge with sluggish client renewals for its mailing and shipping devices. To revitalize its retention rate, the company turned to its user experience team and the vendor, UserTesting, to redesign the renewal experience.

The solution involved using the UserTesting platform for open-ended testing to benchmark the user experience and identify problematic areas. The team then engaged in rapid prototyping, iteratively modifying designs based on feedback from UserTesting contributors. This process resulted in the creation of segmented renewal experiences tailored to different customer groups. Pitney Bowes achieved a spectacular 133% increase in its customer lease renewal rate, significantly increased customer lifetime value, and boosted loyalty.

Pitney Bowes