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.
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.
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.
- Microsoft ASP.NET 4.0 Framework
- Telerik Web Control Toolkit 2011
- Sql server 2008
- C#.Net
- Microsoft Enterprise Practices Library 4.0
Process Flow.
