Channelplay Case Study

1View for Mystery Shopping Company in Kenya

Buyology llc, a leading mystery shopping agency in Kenya famous for providing their clients with increased sales and customer loyalty wanted to streamline the process of mystery shopping in their organization. They were looking for a Mystery Shopping Software which will help them to move out of the manual tasks and automate the processes related to the mystery shopping and help them to assess the following key service parameters: 

  • End to end streamlining of mystery shopping operations right from floating of opportunities to client reporting 
  • Project trends, charts showing the performance of different projects
  • Real time collection and reporting of data from field including the responses, text files, multimedia files and documents
  • Establishing and maintaining base of mystery shoppers in Africa
  • Execution and tracking of time bound mystery shopping projects
  • Communication and representation of findings in form of various graphs and reports for value creation of the respective clients


1View, our cloud based Mystery Shopping Management solution, was a perfect fit for client requirements. After doing necessary modifications, customizations and configurations, we were ready to launch with a live system within 10 working days of receiving letter of intent form the client. Some of the key steps taken to meet client's end objective are as follows:

  • Multiple conference calls were set up for the client to train them on the mystery shopping system. Apart from the training sessions, various tutorials were shared with the client as reference
  • Master Excel sheets related to shopper information and questionnaire were shared with the client in order to map the details of their shoppers in our mystery shopping solution
  • Customizations in the mails sent to the shoppers
  • Developed an interactive dashboard to get quick snapshot of the store performance and attention areas for different stores
  • Operations dashboard was provided to the client in order to view the progress and health of different projects 


1View successfully fulfilled the requirements of the mystery shopping firm and helped the client in end to end streamlining of its mystery shopping operations. The key highlights were as follows:

  • Project trends and other operational level dashboards helped the client to see the progress of different projects
  • Automation of lot of tasks like floating of opportunities and reporting helped the client to focus on other business aspects
  • Dedicated platform for shoppers to register to view and apply for opportunities
  • Projects closed on time thanks to proper planning due to better visibility of open and assigned opportunities

Topics: Mystery Shopping Software