Channelplay Case Study

Mystery Shopping Software for a Russian Client

Klientomania, a total solution provider for mystery shopping in Russia famous in assisting their clients in improving customer experience. They offer services and workout strategies for working with clients, collect feedback from customers, create standards and look for chips from competitors. 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 audit findings in dashboard format and help them assess the following key service parameters:

  • Multi-lingual functionality which could give them the access of the system in Russian language. Also, the generation of reports and data to be made possible in Russian
  • Establishing and maintaining mystery shopper base in Russia
  • Project trends, charts and operations dashboard displaying the health card of different projects
  • Real time collection of data from the field to be represented in form of reports and dashboards to give a quick snapshot of the outlet performance
  • End to end streamlining of mystery shopping operations from questionnaire creation to client reporting
  • Communication and representation of findings in form of various graphs and reports for value creation of the respective clients
  • Training and certifying the mystery shoppers on all aspects of the audits


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 2 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 usage of the mystery shopping software
  • Various system tutorials and training decks were shared with the client as reference
  • Customizations in the design of client portal homepage
  • Customizations in the content of mails and notifications 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 Russian


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:

  • Imparting extensive training to the mystery shoppers and providing them with extensive training material helped in making their mystery shoppers well trained and educated
  • Interactive dashboards helped the client to give complete representation of the findings to their clients
  • Automation of lot of tasks like questionnaire creation, scheduling opportunities and reporting helped the client to focus on other business aspects

Topics: Mystery Shopping Software