Pontica Solutions

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Overview

< $25/hr

Avg Hourly Rate

250 - 999

Employees

2015

Year Founded

ABOUT PONTICA SOLUTIONS

Delivering outstanding customer experience.

Pontica Solutions is a renowned company recognized for providing exceptional customer experience (CX) to clients around the world in over 20 languages. We take the time to understand our clients' businesses and strive to establish strategic partnerships that align with their unique objectives for mutual growth. With a focus on quality, efficiency, and ongoing enhancement, we enhance operations, engage customers effortlessly, and foster transformative, sustainable growth. Our areas of expertise include:

Languages Spoken

EnglishFrenchGermanItalianBulgarian

HIGHLIGHTS

< $25/hr

Avg Hourly Rate

250 - 999

Employees

2015

Year Founded

Services

Focus

Industries

Clients

Services Provided

15% AI Strategy & Roadmap Consulting

13% Generative AI

12% IT Staff Augmentation

10% Other IT Consulting and SI

25% Customer Support Outsourcing

20% Customer Success Program Design

5% Escalation Management Process Design

About the Team

OUR STORY

Pontica Solutions is an award-winning customer experience (CX) partner dedicated to helping ambitious businesses design, scale, and manage superior customer and operational experiences. Acting as an extension of clients' organizations, they align people, processes, and technology to deliver consistent, measurable results across CX and digital operations. Their expertise encompasses analyzing operational needs, creating tailored solutions, implementing fitting structures, recruiting suitable personnel, managing operations for excellence, and utilizing data analytics to enhance customer satisfaction and team performance. With operational sites in Bulgaria, Turkey, and Georgia, Pontica Solutions fosters sustainable, transparent partnerships across industries like Fintech, Retail, Healthcare, and Renewable Energy. Committed to corporate social responsibility, they promote environmental sustainability, youth empowerment, and a healthy work environment through dedicated initiatives and programs.

Portfolio

Streamlining Operations in Renewable Energy

Unknown

Our client, a global leader in intelligent energy solutions and photovoltaic technology, has made considerable advancements in its customer support operations through a strategic partnership designed to optimize services and promote sustainable growth. Initially, Sungrow struggled with disjointed support services from various providers, leading to inconsistencies and inefficiencies that adversely affected customer experiences. To tackle these issues, Pontica successfully centralized Sungrow’s customer support into two primary segments: Customer Experience Support and Technical Support. This strategic integration not only streamlined operations by minimizing redundancies but also enhanced service levels and synergy across six European markets, accommodating languages such as German, French, Swedish, English, and Czech through multiple communication channels like email, phone, live chat, and live monitoring. The outcomes were impressive, with the support team growing from 10 to 30 employees within nine months, customer satisfaction increasing from 82% to 90%, a significant drop in the abandonment rate from 30% to 14%, and a halving of average handling time from 8 minutes to 4.5 minutes. Furthermore, the partnership achieved the clearing of a backlog of 1,500 tickets in the first month alone and successfully launched and optimized a chatbot that reached a 53.5% efficiency rate, illustrating a significant enhancement in operational efficiency and customer satisfaction.

Levelling up the CX of a Gaming leader

Unknown

A well-known Japanese gaming publisher and developer, with a strong footprint across Asia, North America, and Europe, encountered multiple challenges, such as decentralized customer support, struggles with time and task management, a lack of focus on escalation procedures and problem-solving, as well as difficulties in tracking trends and identifying potential game issues after updates. In response, Pontica Solutions created a specialized Customer Experience (CX) department within six months, aimed at dramatically improving service quality. This new CX team consists of enthusiastic gamers offering 12-hour support from Monday to Saturday and capable of assisting customers in six languages: English, French, Italian, Spanish, German, and Japanese. Besides addressing general inquiries, the team oversees a new multilingual chat and forum to boost user interaction and engagement. Additionally, Pontica established strong processes for voicing customer feedback, improved content management, and detailed reporting on new releases and trends, creating a thorough and proactive support framework. This strategic revamp has greatly advanced the gaming leader's customer support system, providing a responsive and player-focused service experience. The results of these strategic efforts have been outstanding, as the department achieved over a 90% Customer Satisfaction (CSAT) score, maintained a first response time of under three hours, and garnered a 20% survey response rate. These figures not only highlight the efficiency of the customer support but also led to Pontica receiving a Gold Stevie Award for Customer Service Department of the Year. This recognition emphasizes their success in fostering a customer-centric culture that prioritizes customer feedback and continually adapts their processes to meet the evolving needs of the gaming community.