For Sales and marketing
A competitive edge to attract and retain customers
In sales and marketing, you are responsible for devising and executing strategies to provide a competitive edge for the organisation. They must be done in a way that maximises profit and the customer experience.
Your customers expect you to have usable self service applications so they can do things when and how they want. They expect the same experience whether they use your call centre, branch, kiosk or self service website.
You need to migrate customer segments to use the right channels, so more expensive channels can be used to retain customers and deliver higher value services. You don’t want your call centre bogged down handling basic calls, causing delays for others.
Your customers are time poor, impatient and compare your offering with your competitors. You usually have one chance to get it right, or they’ll go somewhere else — and with the web, it’s just a click of the mouse.
We help you achieve the following:
- Your call centre is being swamped by support calls and you need to develop a self service site to reduce the volume
- You need to provide a more competitive and compelling experience to reduce churn and abandonment rates
- Your customers are demanding fast, easy to use self service transactions so they can do things in their own time
- You need to understand why your customers do what they do, so you can provide the best service to retain their business
- The applications you’re releasing to market aren’t selling well and you want to stop having to release new versions to deliver missing requirements
'With 1 in 20 Australians using NetBank, its redevelopment was a big responsibility. With more and more Australians turning to internet banking, it was essential that we got it right — first time...PTG Global have helped to ensure that NetBank continues to offer customers a very satisfying online experience.'
Drew Unsworth, Executive Manager, CBA NetBank
Business benefits from using PTG Global on your IT projects
We have achieved the following for our customers:
- A 1,000% increase in online customer self service, away from the call centre
- A 600% increase in online sales by simplifying the marketing proposition and redemption process
- Standardisation and simplification of an online application process, reducing abandonment and increasing sales
- An ongoing causal survey identifying the drivers behind customer behaviour, to focus business activity in improving performance
- A dealer extranet that increased satisfaction and usage, reducing reliance on the call centre
- Improved customer experience using an aggregated buying site, increasing repeat usage and satisfaction
- Standardisation of the check-in process across web, voice and touch screen, leading to increased uptake and repeat usage
- Integration of a two form process to one form, increasing completion rates and simplifying fulfilment, with a decrease in back end requirements
- Redesign and simplification of a flight booking engine, increasing customer satisfaction and sales
- Eye tracking and redesign of a homepage, resulting in more effective ad space usage, leading to increased click-throughs and sales
How to make your technology work — the next steps
Successfully engage a vendor
If you’re about to engage a technology vendor, use XPVendorEngagement™ to completely and unambiguously specify the application requirements so you can choose a vendor that can deliver a usable system on time and on budget.
Improve an existing application
If you have an existing application, XPAudit™ will give you a rapid snapshot of your application’s strengths and weaknesses, with quick wins and a long term road map to drive business and user performance.
Get your IT right the first time
For new applications, we start with XPRequirements™ to understand the drivers behind performance and specify the how the application must behave to deliver business improvement.
Email us at info@ptg-global.com or call 1300 660 973 to discuss how we can help you make your technology work.
