Mystery Shopper Management

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.

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

Business Intelligence

On Business Intelligence (BI), one of the largest IT Organizations in the world – Oracle Corporation has this to say “90% of the world's data has been created in the last two years, most of it is unstructured. And data is set to grow 50-fold by 2020. So understandably, business intelligence has never been more important” Oracle’s set of Business Intelligence tools are helping Companies rapid transform themselves by reading into the data and analysing data to understand and prioritize Organizations challenges to meet opportunities globally.
Oracle Business Intelligence provides Aggregated Details of your Suppliers, Customers, Sales, Business Activities & Financial Performance with the ability to drill down to transaction level. With Oracle Business Intelligence, a business should know what are their top performing customers, their key suppliers and sales trend that help the executives to make better decisions.

Oracle today is the undisputed leader in BI and Arowana is a Platinum Level Partner with Oracle which means that

1. We are a specialized partner at an Elite Level
2. We have specializations in multiple Oracle Applications including Oracle Business Intelligence & Enterprise Performance Management Implementations.
3. We have access to Oracle resources and support from their Business Partner Centre

At Arowana, we have to our Credit some large implementations of BI and have recognized the growing awareness and potential of BI to organizations. Our ‘Data Scientists’ are skilled in Business Analytics and Statistics. Besides an exposure to BI Tools from Oracle, gives us the edge in delivering a good BI project and we can support your initiative by through our support.
One of the major challenges noticed in BI practice is architecting an appropriate BI solution to meet client Analytics requirements. Our resources can help Organizations to architect the perfect solution for them. We will train Organizations in implementing and maintaining the solution with a view to maximising returns. We’ve expertise in the following Oracle Business Intelligence Tools:
We implement best in class products from Oracle, for reporting, ad-hoc queries, OLAP, Dashboards, Scorecards and architecture it, through a unified foundation that is complete, open and integrated. We can build custom solutions tailored to suit individual user needs within your organization.