Pin Point

Pin Point overhauls the customer experience at Carphone Warehouse

The digital tool has turned around customer experience in-store.
Pin Point lets users compare thousands of tariffs across different providers to find the right deal. Julian Diment, marketing and customer director at the retailer, described it to The Drum as “a digital workforce,” combining technology with staff knowledge and expertise.
“It’s had huge impact on our customer experience and satisfaction scores. We have a comprehensive approach to monitoring customer experience and from our tracking it’s taken us from bottom of the league on terms of mobile retailer to right to the top. So it’s had a good impact on the experience we deliver,” Diment said.
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Team Credits

Natasha Chetiyawardana

  • Co-founder of Bow & Arrow, product designer


  • Bow & Arrow

    Bow & Arrow

    • Management Consulting
  • C

    Carphone Warehouse


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    Natasha Chetiyawardana
    Co-founder of Bow & Arrow, product designer