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The inurface way: Enhancing Client Services to Overcome Common Industry Challenges

In the fast-paced world of digital retail media, businesses often face common challenges that impact client satisfaction and project success. These challenges typically include problems with lack of communication, too many points of contact or a lack of expert knowledge in a client services team.

At inurface media, we understand how frustrating this can be and have developed proactive strategies to tackle them head-on, ensuring our clients receive personalised support and solutions tailored to their specific needs. In this blog, we discuss the common pitfalls of client services teams, the ways in which they hinder progress – and offer our take on solutions, through our ‘inurface way’!

1) Lack of Communication

Problem Statement:
We all know the frustration of feeling out of the loop when working with suppliers or vendors. Miscommunications, delayed responses, and unclear updates can create unnecessary stress and hinder progress.

How It Hinders Progress:
When communication breaks down, it hampers collaboration, slows down decision-making processes, and can result in missed deadlines or incorrect deliverables. Clients may feel disconnected from a project’s progress and uncertain about its direction, when really, they deserve transparency and clarity to make informed decisions and feel confident in the partnership.

How inurface media does It differently:
At inurface media, we believe in open and consistent communication. Here’s how we ensure you’re always in the know:

  • Regular Face-to-Face and Virtual Meetings:
    Whether it’s in person or over platforms like Microsoft Teams, we schedule regular meetings to discuss progress, address concerns, and align on project goals.
  • Detailed Updates and Reports:
    After every interaction, we provide clear summaries and detailed reports. This ensures you have a comprehensive view of your project status and any actions that need to be taken.with AV Tech

2) Too Many Points of Contact

Problem Statement:
Dealing with multiple contacts within a service provider’s organisation can lead to confusion, duplicated efforts, and inconsistent service delivery. Clients may find it challenging to navigate through different personalities, communication styles, and levels of expertise.

How It Hinders Progress:
Having too many voices involved can slow down decision-making and lead to mixed messages. It can also create a fragmented experience for the client, where coordination and accountability become ambiguous.

How inurface media Does It Differently:
We simplify your experience by assigning a dedicated Client Services Manager who serves as your main point of contact throughout our partnership:

  • A Single Point of Contact:
    Your Client Services Manager understands your unique needs and coordinates seamlessly with our expert teams, both on-site and remote, to ensure that you’re getting the support you need – but not overwhelm you with different people to talk to.
  • Consistent Support:
    This streamlined approach ensures that you receive consistent support and personalised attention, reducing the likelihood of misunderstandings or delays.

3) Lack of Expert Knowledge

Problem Statement:
Receiving advice or solutions that lack depth or relevance can leave you feeling like your goals aren’t being understood. It’s crucial to partner with a team that stays ahead of industry trends and innovations.

How It Hinders Progress:
Without expert insights, you may miss out on opportunities for innovation and growth. We’re committed to not only meeting but exceeding your expectations through our industry knowledge and proactive approach.

How inurface media Does It Differently:
We’re dedicated to staying at the forefront of industry advancements:

  • Continuous Learning:
    Our team participates in ongoing training, workshops, and certifications to stay informed about the latest technologies and best practices.
  • Industry Engagement:
    By attending conferences, trade shows, and forums like the retail technology show and Retail X – we gain valuable insights into innovation in the industry that we share with the client to drive strategic decision-making.
  • Customised Solutions:
    Our Innovation Reports and strategic recommendations are tailored to your specific challenges and opportunities, and presented during our meetings with the client –  ensuring you receive proactive solutions that drive tangible results.


At inurface media, we’re passionate about overcoming these common challenges to deliver exceptional client services. By prioritising clear communication, providing a dedicated point of contact, and maintaining a high level of expertise, we empower our clients to achieve their digital transformation goals effectively. We have found that this approach not only resolves typical industry frustrations, but also fosters a collaborative partnership built on trust and mutual success! You can find out more about the inurface way HERE