How it helped Big Sea
Agency Big Sea had a big problem when it came to the ‘nightmare’ of gathering and working through client feedback during its design build and QA stages. But moving to Punchlist quickly removed the friction of text-based feedback and more.
Communication gaps. Endless tickets. Spreadsheets. Oh my.
These were just a few of the problems Big Sea was facing when it came to collecting, gathering and working through feedback from its clients.
For an award-winning agency that prides itself on exceptional client service and thorough processes, the inefficiencies in its client feedback and Quality Assurance processes resulted in loads of extra work for its team to have to sift through, along with an extra adult beverage or two.
It was time for a change. And that change was Punchlist.
Big Sea, an award-winning agency based in Florida and Colorado, has been partnering with successful businesses and organizations to provide branding, strategy, design, development and marketing for 16 years and counting.
The 20-person agency’s main focus is website builds or project builds, with the rest of its time dedicated to recurring marketing management clients.
Since client interaction and communication is at the heart of the kind of customer experience Big Sea is dedicated to providing, it made sense to give Punchlist a go with the tool’s ability to bridge those murky communication feedback gaps.
Dzuy Nguyen, COO & Managing Partner and Adriana Generallo, VP of Client Experience are no strangers to working with people, projects and processes at Big Sea.
So, they were the perfect duo to talk through how things were going then, and how things are going now.
Adriana chimes in: “Oftentimes with technology involved, with the client, there is this low-level feeling of expert versus not expert. Even if you try to offset that, it is still something that some clients feel to a strong degree if they are not really tech savvy.
“So that lack of clarity or lack of knowledge on their part can, I think, cause low-level tension unintentionally. It does not matter if you are trying to be really inclusive and how you describe something.”
“It is interesting. What I am seeing is that our clients are talking to one another using it where one person says, ‘Hey should we have this cut here?’ to another. So, it is not directed at us, but it is an open-ended question to each other, so that is cool.”
From feedback confusion to visual clarity, Punchlist has been able to not only solve a huge communication gap between Big Sea and its clients at all stages of the project, but the tool is solving communication gaps for the clients themselves when multiple stakeholders have a say.
In the end, when agencies like Big Sky choose to remove friction by opting for a visual feedback tool like Punchlist in place of traditional, inefficient text-based feedback, everyone wins.
Everyone, like Big Sea.
Punchlist gathers all of your design & content feedback — in one place