Case Studies

1View Mystery Shopping Software for Company in Hong Kong

Tiptop Consultants Ltd, a training and management consulting company serving in Hong Kong and Asia Pacific. They offer services to companies, organizations, and individuals in pursuit of service quality, customer satisfaction, personal growth and managerial excellence. They wanted to streamline their mystery shopping operations for which they were looking for a Mystery Shopping Management Software which could help them to automate the processes related to mystery shopping. They were looking for a software which could give their clients complete representation of the audit findings in dashboard format and reports which will help them to assess the following key service parameters:

  • Project trends, charts, operations dashboard showing the performance of different projects
  • Real time collection of data from the field to be represented in Dashboard format to give a quick snapshot of the store performance
  • Establishing and maintaining mystery shopper base in Hong Kong
  • End to end streamlining of mystery shopping operations from questionnaire creation to client reporting
  • Multi-lingual functionality to provide the generation of reports and data in multiple languages
  • Communication and representation of findings in form of various graphs and reports for value creation of the respective clients

Approach

1View, our cloud based Mystery Shopping Management Software, was perfect fit for what the client was looking for. After making necessary modifications, customizations and configurations, we were to go live within 3 working days. Some of the key steps taken meet client’s end objective are as follows:

  • Multiple conference calls were set up for the client to train them on the mystery shopping software
  • Various system tutorials and training decks were shared with the client as reference
  • Customizations in the content of the mails sent to the shoppers
  • Master Excel sheets related to shopper information was shared with the client to map the details of their existing shoppers and state & city details into our mystery shopping software
  • Designed an interactive dashboard to give quick snapshot of the store performance. Customizations in the design structure of the dashboard as per the requirement of the client
  • Customization in the system architecture to make it compatible with multiple languages

Outcome

1View successfully fulfilled the requirements of the mystery shopping company and helped them to provide their clients with the complete representation of the audit findings in reports and dashboard format. The key highlights are as follows:

  • Interactive dashboards helped the client to give the complete representation of the findings to their clients
  • Operation Management dashboards helped the client to see the progress of different projects. It helped them to view the project health card at one glance.
  • Automation of lot of tasks like questionnaire creation, floating opportunities and reporting helped the client to focus on other business aspects
  • Customized reports helped the client to see the audit findings in their native language

Topics: Mystery Shopping Software