Mystery Shoppers Management is a solution developed by Arowana for
one of the world’s leading real estate company. This Real Estate Company
invests and develops properties, provides property management services
and engages in hospitality services.
Problem
Problem
This
Real Estate Company which is also a Master developer, had developed
Malls which were rented out to boutique outfits. With time the shop
owners started facing maintenance issues which were reported to the
Developer. The Developer then felt the need to develop a system which
will manage all customer concerns thereby improving customer (shopper)
satisfaction.
Arowana was called on to conduct a study, and develop a tracking
system that will help the developer in effectively addressing all
reported issues in a time bound manner. The Developers appointed staff
would pose as shoppers (mystery shoppers) who would look out for
possible issues with a view to rectify the situation in its nascent
stage. They also would log in issues and see to it that the issues were
getting rectified. This also helped the shoppers experience an ambience
that would make them return to the mall repeatedly.
These shopping malls were truly world class, where even celebrities come to shop. The outlets were unique, globally well known brands which needed to maintain a certain class and reputation when it came to customer experience.
The Solution termed as “Mystery Shopper Management” system provided a mechanism for organizing, maintaining, and tracking the resolution of issues that cannot be resolved at the individual level at the retailers level. The approach consists of issue control mechanisms and a well-defined process that helps in identifying, addressing, and prioritizing issues in centralized and secure manner.
Key Features
Key Benefits
Technologies Used
Process Flow
Arowana was called on to conduct a study, and develop a tracking
system that will help the developer in effectively addressing all
reported issues in a time bound manner. The Developers appointed staff
would pose as shoppers (mystery shoppers) who would look out for
possible issues with a view to rectify the situation in its nascent
stage. They also would log in issues and see to it that the issues were
getting rectified. This also helped the shoppers experience an ambience
that would make them return to the mall repeatedly.These shopping malls were truly world class, where even celebrities come to shop. The outlets were unique, globally well known brands which needed to maintain a certain class and reputation when it came to customer experience.
The Solution termed as “Mystery Shopper Management” system provided a mechanism for organizing, maintaining, and tracking the resolution of issues that cannot be resolved at the individual level at the retailers level. The approach consists of issue control mechanisms and a well-defined process that helps in identifying, addressing, and prioritizing issues in centralized and secure manner.
Key Features
- Online Shopper Registration and profile management.
- Create/ Amend Observations (Issues)
- Facility for Admin to moderate submitted observations
- Workflow functionality to channelize the observation between Agent (Shopper), Moderators and Department (Resolution owner)
- Resolution Tracking and Reporting.
Key Benefits
- Reduce noise so and focus on the real issues
- Observations being scrutinized and classified as Noise or Passed.
- Focus on real issues and reduce the number of issues.
- Track progress toward remediation.
- Track progress made toward fixing issues by evaluating each open issue and classifying it as fixed, in progress, noise, or passed
- Show positive results
- Classifying issues also helps in demonstrating commitment and showing positive results
Technologies Used
Process Flow 
Cloud Computing
The salient feature of this model is the ability to deploy this
facility rapidly with minimal management effort or interaction by the
service provider.
