“We invest time in creating frictionless digital experiences for both customers and employees,” says Zameer Baber, Chicago-based solutions director at Point B.
They assist clients in understanding nuanced customer behavior, particularly in a digital environment. While businesses have traditionally divided customer contacts among marketing, sales, and service teams, customers now have higher expectations. They want consistent, tailored experiences throughout the engagement lifecycle, regardless of where the interaction occurs. Point B helps organizations make use of fundamental technological developments to satisfy shifting customer demands. The business’s strategy fills in the gaps while establishing a link, using digitization to generate continuous revenue while lowering customer acquisition and retention costs.
Point B uses three approaches to aid client retention and revenue generation processes. The first strategy is to deploy customer-facing technologies, which focus on customer acquisition and experience to overcome organizational difficulties. The second strategy is using internal technology-based services, including enterprise applications, cloud footprint, and master data, to create incremental insights that can support customers. As customer-facing technology is always changing and should restructure internal technology on a routine basis, the third approach provides customers with business solutions that are customized particularly to their challenges.
One of Point B’s success stories involves a client with aggressive growth plans who was using outdated digital experience-based technologies. Point B identified that the client’s systems were incompatible with their growth strategies and helped them recognize revenue leakage as a factor in improving marketing strategies and customer service.
Another Point B customer relied on off-shore vendors for highly regulated communications services, an arrangement that hampered their sales growth and cost-effectiveness. Point B created an enhancement plan for the customer’s sales and marketing functions, allowing them to invest in a more cost-effective and flexible digital communications channel.
We invest time creating frictionless digital experiences for customers and employees
Point B ensures the assistance they provide to clients is at parity with the standpoint of its employees, creating an employee-customer connection. This customer-focused approach has allowed Point B to establish a global reputation and achieve one of the highest net promoter scores (NPS) among its competitors.