Channelplay Case Study

Mystery Shopping Software for a Slovenian Client

Hisa Daril, biggest gift giving program company in Slovenia wanted to enter in the business of mystery shopping and assist their clients in improving customer experience. 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 & reports and help them to assess the following key service parameters:

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


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
  • Customization in the system architecture to make it compatible with multiple languages
  • Master Excel sheets related to shopper information was shared with the client to map the details of their existing shoppers into our mystery shopping software
  • Customizations in the design of Service Excellence Report and Aggregate Excellence Report
  • 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


1View successfully fulfilled the requirements of the mystery shopping company and helped the client in end to end streamlining of its mystery shopping operations. It also helped them to provide their clients with the complete representation of the audit findings in dashboard and reporting 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
  • Customized Service Excellence reports helped the client gain complete visibility on what measures to be taken to improve customer experience
  • Imparting extensive training to the mystery shoppers and providing them extensive training material helped in making their mystery shoppers well trained and educated
  • Projects closed on time thanks to proper planning due to better visibility of open and assigned opportunities
  • Automation of lot of tasks like questionnaire creation, floating opportunities and reporting helped the client to focus on other business aspects

Topics: Mystery Shopping Software