Pisano Get Your Business Surrounded by Happy Customers! October 31 - PowerPoint PPT Presentation

Pisano Get Your Business Surrounded by Happy Customers! October 31 2016 SEAP Global B2B Service Group

Company Profile Company Pisano Headquarters Istanbul Turkey (Europe), Ottawa Canada (Americas) Year Established 2014 CEO Özkan Aykut Demir Number of Employees 20 Websites http://pisano.co Business Areas CEX, CRM, Real-time Customer Communication Solutions Pisano Real-time Customer Communication Solutions Samsung SDK Adopted KNOX Standard SDK Key Reference Clients McDonald’s, BP, Tesco, GAP, Marks & Spencer, BNP Paribas 2

Problem: Before Pisano Old Way 3

Solution: Pisano Pisano Way 4

Software Features: Surveys • All question types are supported by predefined questions • Smart question show/hide mechanism • Smart question & page change logic • Key visual usage enabled • Random question-asking mechanism from question pool 5

Software Features: Real-time Chat • Inbox-like chat screen design • Filter feedback and export as CSV/Excel • Automated tagging makes easy to find the right feedback • Feedback actions • Open/close • Tag • Assign • Internal chat to track feedback history and actions • Real-time chat with customers 6

Software Features: Reporting • Multiple dashboard support Widget-based individual reporting screens • • Export as PDF/PNG • Email digest reports • Daily • Weekly • Monthly • Store, region, district, city filters and reports • Shows trends, comparisons and points to be improved 7

Software Features: Smart Tasks & Notifications Kiosk • Battery level • Internet connections Operational notifications • Important events • Trends • Smart configurations • Escalations 8

Samsung Integrated Features Uses the Knox Standard SDK for: • Full kiosk mode • Sleep mode (energy saver) • Remote refresh • Intelligent notifications • Screenshot from the latest state • Remote app update Featured Hardware: Any Samsung Galaxy Tabs Deployed on: • SM T560 • SM T562 9

Solution Workflow and Architecture 10

Reference Customer Case – McDonald’s Challenge • The performance and education of frontline staff is directly related to customer satisfaction • Collecting customer feedback can be intrusive and costly Solution • Pisano tablet survey solutions and scoreboards implemented at order counter/cash register • Restaurants analyze the performance of frontline staff Results • Store Managers do on-the-spot education to front-line staff with Pisano Scoreboards • Scoreboards at McDonald’s stores show real -time analysis of customer feedback • 10K feedback collected in 2 days about a new product launch which became best-selling product • Real-time product promotion at cashes increased Sales by 42% • After working with Pisano, McDonald’s decided to stop Mystery Shopping Program by 2017 11

Reference Customer Case – BP Challenge • Mystery shopping studies do not represent the real customer experience, nor do they create actionable results • It is very hard and expensive to get feedback about new products and services Solution • Pisano tablet kiosks are set up at BP stations to analyze customer experience and target real-time customer complaint resolution Results • Unsatisfied customers are asked their contact information and directed to Global Call Center (Real-time customer complaint resolution) • Daily, weekly, monthly digest reports are sent to store, district, and country managers to plan macro operational improvements • Survey questions are regularly updated when new products and services are introduced. Feedback is collected and used to make rapid business decisions • After working with Pisano, BP decided to stop Mystery Shopping program by 2017 12

Target Businesses Pisano works best in customer-centric businesses where user experience is key, and the ability to collect data to improve customer service is very important. Service Sector Targeted • Retail • QSR (Quick Service Restaurants) • Banking 13

Country and Language Support Dashboard Language Support Americas: • English Europe : • Turkish Canada Turkey Asia: USA Germany Survey Language Support United Arab Emirates Mexico Belarus • English Cyprus • Turkish • German • Arabic • French • Russian *Deployment is simple and done remotely. 14

Business Model Pisano sells software solution directly to customers. Customers procure hardware through local distribution channels. Partner Customer • Works with client requirements to capture customer satisfaction data • App consultation and demo Customer Solution • Provides SW configured to client requirements • App and SW licenses provided Hardware Seller • Client procures HW, based on requirement by Pisano 15

How Easy to Setup a Pisano Kiosk? • Pisano Setup Process • Pisano kiosk is delivered in a box. • Enter the kiosk activation code. • Lock kiosk into kiosk mode. • Pisano Kiosk is ready to use! 16

Our Happy Customers 17

Reference Projects 18