Service Quality Counts. Data-driven solutions to manage and improve your service quality. Spectos Group – Service Quality Counts 1
Philosophy Data is ubiquitous – to make it work for you is the challenge! Spectos solutions help you to better understand your customers and processes by monitoring, improving and developing your service quality. Turn your data into targeted action. Spectos Group – Service Quality Counts Spectos Group – Service Quality Counts 2 2
Approach Spectos Real-Time Performance Management™ Service Service Continuous measurement Management & controlling Monitoring Management Surveys, feedback, data Algorithms, reporting and collection & handling, sensor alerting system, ticketing- technologies, RFID, live system, KPI systems, cockpits & tracking, real-time data dashboards Service Design Process improvement Consulting, training, business process outsourcing Spectos Group – Service Quality Counts 3
About us The Next Generation of Market Research and Data Analytics in Real Time Founding Story Corporate Philosophy The Team Spectos is an independent Institute for Real improvement begins with the con- Our team is comprised of experts from various industries & specialist fields. Market Research, Data Analytics, tinuous collection & usage of reliable, Technology, Digitization & Operations. high-quality data. Our international team of more than 100 experts Spectos was founded by Niels Delater in The first step towards progress starts with at locations around the globe includes market Dresden, Germany, in 2001. For more than looking at processes from the customer‘s researchers, engineers, designers, mathe- 15 years we have been supporting leading perspective, listening to the customer‘s voice maticians, analysts and account managers to companies in improving business performance and learning from it to get the right data. handle your projects. and service quality with data-driven solutions. Spectos Group – Service Quality Counts 4
Spectos Solutions Postal & Logistics Healthcare Mobility Our transit time measurements, We help to measure the pulse Let us support you in making supported by cutting edge of your health organization‘s every ride a pleasant one with technologies, give you precise integral support system. our continuous, multi-channel insights into your logistics supply surveys to measure passenger chain end-to-end. satisfaction. Automotive Hospitality Others From entering the door to picking Your guests constantly put the We support customers up their vehicle, we show you service quality at your restaurant from any industry with tailor- how satisfied your customers or hotel to the test. Learn about made B2B solutions for the are with the service quality at their satisfaction day by day and monitoring, management and your car dealership. excel with their feedback. design of their service quality. Spectos Group – Service Quality Counts Spectos Group – Service Quality Counts 5 5
Spectos Postal & Logistics Measuring Service Quality in compliance with European and International Standards Transit time measurements according to EN 13850 and EN 14534 standards Innovative technologies for transparency and insights end-to-end: Live Tracker, RFID, Smart Mailbox Tailor-made reports of KPIs everywhere and anytime with easy-to-use dashboards of Spectos Real-Time Performance Management Suite Improved efficiencies and reduced costs with our services for Returns Management & Video Coding International panel for test mailings / handling of LiveTracker return from anywhere worldwide Certified reports in compliance with international standards and audit requirements Full-service support: In-house letter shop, mystery services, digitization & data entry Spectos Group – Service Quality Counts 6
Spectos Healthcare Taking the Pulse of your Healthcare Organization with Spectos Healthcare 360° view on patient experience, referring physician and employee satisfaction Customizable multi-channel surveys which make it easy to reach all target groups All survey results centrally in one place in real-time via Spectos Healthcare Cockpit Targeted analyses and operational and strategic control based on daily updated data Integrated ticket system for uniform complaint manage- ment and fast response to critical issues Seamless integration into hospital information systems Easy internal and external benchmarking Simplification of procedures for audits and certifications: QM reports at the touch of a button Spectos Group – Service Quality Counts 7
Spectos Mobility Stay in the Fast Lane: Service Quality Measurements according to EN 13816 Continuous measurement of service quality for public passenger transport according to EN 13816 Multi-Channel surveys to reach all passenger target groups Collection of feedback at POS and from any contact point of the passenger journey Real-time insights into passenger satisfaction centrally in one platform via Spectos Mobility Cockpit Targeted analyses and operational and strategic control based on daily updated data Quality indicators down to single stops, routes, vehicles and customer centers Integrated ticketing system facilitates agile complaint management in real-time Seamless integration into existing CRM systems and passenger terminals Spectos Group – Service Quality Counts 8
Spectos Automotive High Service Quality at Car Dealerships with our industry-specific Complaint Management Solution First industry-specific complaint management system according to ISO 9001 requirements Tailor-made surveys to continuously measure customer satisfaction Multi-Channel surveys to reach all passenger groups Easy capturing of feedback at POS and any contact point of the customer journey Daily key figures for early indication of improvement potential and agile operational control Integrated ticketing system for highly responsive and structured complaint management Real-time insights into customer satisfaction and service quality via Automotive Cockpit One click reports: Cause and effect relations, ISO 9001:2015 Reports Spectos Group – Service Quality Counts 9
Spectos Hospitality The Essence of Service Quality: High Customer Satisfaction Enable your customers to engage with your business easily and learn about their expectations Tailor-made, multi-channel surveys capture customer feedback regardless of time and location Built-in incentive function (coupons and discounts) to strengthen customer satisfaction and loyalty Up-to-the minute insights into the KPIs that are important for the daily operations of your business Easy-to-understand reports ensure that developments can be quickly understood and identified Process optimization based on the real needs and expectations of your guests Integrated ticketing system facilitates a highly responsive and structured complaint management Easy internal and external benchmarking Spectos Group – Service Quality Counts 10
Spectos Capabilities Tailor-made solutions need the right team and capabilities. Technology Project Management Support Modern Hardware & Expertise from Pilot to Efficient Business Process Platforms Operations Outsourcing Support We use state-of-the-art technologies Our experts support companies in Benefit from a multitude of different to combine the voice of the customer collecting and analyzing high- support services from one single with data from specialized quality data in real-time and making source. We work every day on technologies such as real-time it available through online cockpits mastering the most diverse customer tracking, RFID systems and WiFi and apps at the touch of a button. requirements. Take advantage of our tracking. wide range of services to improve your service quality and increase your efficiencies. Spectos Group – Service Quality Counts Spectos Group – Service Quality Counts 11 11
Technology Platform as a Service Virtuelle Privat Cloud Input: Output: Sensors, RFID, Interfaces, Desktop, Tablet, Smartphone, Files, Small Data, Big Data, Customer Database, Customer Connectors, Customer Feedback Application Connectors Spectos Group – Service Quality Counts Spectos Group – Service Quality Counts 12 12
Technology Spectos Real-Time Performance Management Suite Connected Services Core Services Front End Feedback Management Platform allows flexible custom Sensor Mesh Panels, Surveys, Campaigns products built from standard modules Sensor Management ERP/CRM Connector Sensors, Connectors, ETL Analytics / Reporting RFID Services Charts, Dashboards, Scorecards Alerts / Notifications Customer Services Push messages Data Warehouse Web Services Facts, Dimensions User Management Collaboration, Teams Spectos Group – Service Quality Counts 13
Technology Feedback Collection at every step of the customer’s journey Development of feedback channels: service center, front desk, website Continuous, company-wide collection of valuable feedback Invite employees, customers and partners for improved collaboration Track the development of results / trends and compare to archived data Create and assign tasks, tickets, and alerts to immediately act on feedback Spectos Group – Service Quality Counts 14
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