Contact Center Solutions Featured Article

Chadwick Martin Bailey Releases Pinpoint Suite

October 28, 2011

Chadwick Martin Bailey, a Boston-based custom market research firm, recently introduced Pinpoint Suite, a customizable collection of web-based tools to improve the usefulness of customer feedback.

Officials said that Pinpoint Suite, by integrating with existing customer feedback measurement programs, allows managers to proactively build and strengthen customer relationships and effectively lead performance improvement in their organizations.

Pinpoint’s simple-to-use reports and tools enable all employees responsible for managing customer experience to go through each of these phases to make informed decisions and set clear plans of action.

“While companies are spending millions of dollars to measure customer satisfaction, they lack the tools to identify, translate, prioritize, and act on the data they get,” notes Chadwick Martin Bailey, COO T.J. Andre, in a release. “CMB found two-thirds of companies report difficulty in translating the data from their customer satisfaction programs into business improvements. Pinpoint Suite fills the gap between the data pipeline and actual insights and business improvements; maximizing existing program investment, and allowing non-analysts to turn data into action.”

Pinpoint Suite engages managers at each level of the organization and is customized to support specific roles within the company. Executives, with the help of its enterprise-wide insights and tools are able to prioritize decisions, set plans, and allocate resources.

Combining state of the art analytics with customized, highly-usable, and engaging tools, Pinpoint Suite enable managers to make high-impact business decisions.

Pinpoint Suite also lets managers “close the loop” on systemic issues by providing tools that clearly identify problems to fix, list potential solutions, enable a planning mechanism, and track the results of the actions taken.

In related news, new research from Constant Contact and Chadwick Martin Bailey highlights need for brands to engage consumers on social media.

Deepika Mala is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves