Financial organizations manage a high degree of market volatility, which creates a need for innovative customer experience offerings that ground their evolving customer base with simple, transparent communication that inspires trust. With technology providers disrupting the marketplace, we help financial organizations leverage the rich social and financial customer data they have to educate and advocate for their customers. We help you use customer insight for a digital channel strategy that makes your CX a competitive advantage.
TRANSFORMING GOVERNMENT THROUGH ENTERPRISE SOLUTIONS AND SERVICES
Society is changing rapidly and is expecting their Government services to keep pace. Social media and Citizen Engagement are the norm, and as a Government agency, you need to rapidly adapt to new expectations and demands, while protecting and securing the information regarding your constituents. The rising generation is digitally enabled, and they want their Government services just like everything else: connected, integrated and conveniently available whenever they want and wherever they are. We work with Government agencies to deliver effective, outward facing constituent solutions. We partner with you on your internal business and technology initiatives to position you to be industry leaders.
As legislative and market changes drive growth among your patient, member and provider bases, our healthcare industry professionals are here to make sure you are connecting the dots and have a clear understanding of each and every patient’s continuum of care. We provide healthcare organizations with scalable CX solutions to build bridges between functional and channel silos and provide a meaningful end-to-end experience that results in lasting relationships.
Insurance organizations are focusing on the individual rather than the group and are utilizing business and speech analytics and an Omni-channel presence that seamlessly integrates digital channels like social, mobile and web. No longer can they compete on price as their changing customer base values responsiveness and transparent trust as primary loyalty factors. With so many choices and easy access to data aggregators, customers shop around online before ever contacting an agent or broker. In an industry that is highly competitive, we partner with insurance companies to bring strategy and innovation, so insurance organizations can differentiate themselves through a transformed customer experience across interactions.
The global, digital nature of the manufacturing industry has lead to increased commoditization. In a market where losing one distributor could mean losing 100,000 or more customers, a manufacturer’s primary goal is to maintain a tight supply chain and know their customers in order to meet their individual needs. By making service the differentiating factor, manufacturers will compete on value rather than price to grow a loyal customer base. PTP takes a customer-centric approach and leverages cross sector experience to help organizations like yours leverage strategy and technology to streamline business processes and enhance collaboration to extend the customer lifecycle.
TELECOM & MEDIA
The telecom and media industries deal with a saturated marketplace, digital technology that simultaneously disrupts and enables, and a customer base that switches between telecom providers almost as fast as they jump from one website to another. So the competitive marketplace demands simple, customized communication across channels to grow customer trust and loyalty throughout the entire lifecycle, not just at the customer’s point of purchase. PTP leverages insight from working with dozens of retail and telecom companies, and leading retail customer experience businesses to help elevate your customer experience and optimize expenses to meet your business goals.
Looking to the future, the Millennials and Generation Z will have the largest share-of- wallet, requiring organizations to leverage customer demographic data to segment and reach out to segmented customer bases in a personalized manner. When you apply demographic insight with the customer data captures you have, your organization will be able to create meaningful marketing messaging, a brand experience that is aligned with customer needs and responsive, individualized support services that make customers want to take the journey again and again.
The technology industry accelerates disruptive innovation across all other industry verticals. For those who are innovating to open up new markets for their products and solutions, this is an opportunity. However, the technology evolution also brings increased competition as product time to market decreases and their customer base expects service to be as fast and dynamic as the technology innovation they experience in their day-to-day lives. PTP works with technology companies to bring efficiency to your customer support workforce, so you have the right number of skilled support agents for your callers’ issues and are optimizing self-service information to empower customers through education. Our CX solutions bring transparency to every aspect of your business, from distribution to sales to customer feedback and concerns. We work to bring simplicity to complex business process and technology integration, so you can achieve a CX vision, tied to your business drivers.
TRAVEL & HOSPITALITY
With digital channels disrupting the way travel and hospitality organizations do business and a market that is increasingly competitive, it’s harder for organizations like yours to maintain a loyal customer base. We partner with you to transform technology and business processes, so you can make sure your customer experience solution is a competitive advantage. We help you provide personalized, real-time communication and build trust by reaching customers in their channel of choice, when they need you.
UTILITIES & ENERGY
As customers expect a fast and efficient, multi-channel customer experience, utility companies are leveraging industry insight and strategy to create deeper relationships with their customers while meeting regulatory requirements, business drivers and goals. We work with utility companies across the U.S. to efficiently manage compliance and security demands, optimize workflow and breakdown silos to build customer connections through seamless communication that educates and empowers. Whether you are looking to upgrade your computer information system (CIS) or to optimize an existing system to obtain a higher ROI, we work with regulated and unregulated utility and energy companies to transform their customer experience.