CHALLENGE

Companies like Point Broadband often struggle with low customer engagement following installation. While welcome emails are a common tool to introduce services and promote referral programs, they’re frequently overlooked in the noise of daily digital communication. Today’s consumers are inundated with emails, notifications, and ads, often receiving over 100 messages per day. Amid that clutter, even well-crafted welcome emails can go unseen by 30–40% of recipients. And for those who do open them, the content is often skimmed quickly or forgotten within moments.

The digital saturation presents a serious challenge for brands trying to build trust and loyalty from the start. The critical post-installation period - when first impressions are formed - is too important to rely solely on a message that might be buried in an inbox. Customers expect more meaningful engagement, and digital messages often fall short.

To truly stand out and foster genuine connections, companies like Point Broadband must explore more personal, tangible, and memorable outreach methods. IgnitePOST handwritten notes offer a refreshing contrast to impersonal digital messages. They demonstrate intentionality and care, creating a sense of value that builds emotional connection, drives retention, and increases the likelihood of referrals.

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‍APPROACH

To overcome this challenge, Point Broadband partnered with IgnitePOST to set up an API integration with their CRM that sends a personalized welcome card immediately after a new cable installation. This card not only warmly welcomes the customer to the PointBroadband family, it also highlights their referral program, encouraging early engagement and helping drive word-of-mouth growth from day one.

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Using IgnitePOST’s API integration allows two systems to communicate automatically – no manual work required.  Here’s how it works:

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• ‍Automated Customer Touchpoints – Send handwritten cards automatically based on CRM triggers.  In the case of PointBroadband, handwritten notes were sent to new customers after installation.  

• Personalized at Scale – Use CRM data (name, service details, location) to create highly personalized messages – without manual entry.

• Timely Engagement – Ensure cards are sent at the right moment – right after install

• Improved Retention & Loyalty – Thoughtful, personal outreach builds stronger stronger relationships and enhances brand perception.

• Consistent Branding – Control messaging and design templates directly through IgnitePOST, ensuring every card aligns with your brand.

• ‍Increased Referrals & Reviews – Prompt customers to refer friends or leave reviews by including custom messages or referral codes based on CRM activity.

• Reduce Operational Workload – No need to export lists, manage spreadsheets, or manually request cards – save time and reduce errors. 

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API integration saves time and money by automating client outreach, ensuring consistent follow-up, and delivering a personalized touch, without extra effort. It keeps all communications seamlessly tracked within your CRM, while also reducing manual, repetitive tasks like handwriting cards, freeing up employees to focus on other tasks.

RESULTS

Point Broadband has received great results to date, with a 3.01% response rate from 2,125 handwritten cards sent to new customers right after installation. These cards generated 62 QR scans and 2 emails. Here’s a clear breakdown of Point Broadband’s handwritten card campaign:

• Cards Sent: 2,125

• Responses Received: 
  
  • QR Code Scans: 62 (97% of responses)
  • Emails: 2 (3% of responses)
  • Total Responses: 64

• Conversion Rate: 3.01%

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CONCLUSION

IgnitePOST’s personalized, handwritten notes are helping Point Broadband create deeper, more lasting relationships with customers right from the start. Instead of relying solely on automated emails that are often ignored, Point Broadband sends real pen-and-ink notes that feel personal, genuine, and memorable. Each note warmly welcomes the new customer, provides essential contact information to foster confidence and clarity, and introduces their referral program—offering $100 to both the customer and a friend when a referral is made.

By seamlessly integrating with Point Broadband’s CRM, IgnitePOST ensures these handwritten notes are delivered at exactly the right moment—immediately after installation, when customers are forming their first impressions. This small, thoughtful gesture goes a long way in building trust, reinforcing brand values, and driving both customer loyalty and referral activity. It transforms a routine interaction into a brand-building experience that customers remember and talk about.

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ABOUT IGNITEPOST                    

IgnitePOST helps brands create meaningful, memorable moments with your customers.  Our real pen-and-ink handwritten notes cut through the digital noise, delivering surprise and delight at just the right stage of the customer journey.

 If you’re interested in learning more about our handwritten notes or setting up an API integration with your CRM, reach out and contact us!  

www.IgnitePOST.com

support@ignitepost.com

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