Post on 25-May-2015
description
Using BlackBerry’s Ecosystem To Increase Customer Satisfaction And Loyalty .
E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.com
Alex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.com
CS03
4th May 2011
Retail Experience Off the Shelf – E. Jay Saunders
2
Dining Experience Custom - Alex Barrotti
What was wrong with the Retail experience?
3
What was wrong with the Retail Experience?
4
# 1: Too many customer choices.
Depending on what the customer wanted, he/she would be sent to one of two places.
Customer Care
Agent
Cashier
1
2
What was wrong with the Retail Experience?
5
Lookup
Manual receipt
written up.
Customer
account is
updated.
# 2: Customer had to make too many trips between Agents
If the customer wanted to pay a postpaid bill he/she would have to make 2 trips between the Customer Care Agent and the Cashier.
Cashier
Payment
taken and
stamped
Customer Care
Agent
Customer
fills out
form.
Handset details
and customer
ID are copied.
What was wrong with the Retail Experience?
6
# 3: The process for signing up a new postpaid/contract account was too complex
If the customer wanted to buy a handset and sign up for postpaid/contract – a very valuable customer – the customer would need to deal with 2 agents and
go through 2 sign-up processes.
Postpaid
account
is setup.
Cashier Customer Care
Agent
Postpaid/
Contract
form to
fill out.
Handset
pulled
from
Inventory
Records are
manually
filed away
What was wrong with the Retail Experience?
7
Customer
enters store
Greeted by
Agent Customer Care
Agent
If the Customer wants to pay a postpaid bill or get Technical Support
Cashier
Custo
mer
wants
to p
urc
hase
recharg
e,
a
handset,
or
a
SIM
Recharge
is applied via web
interface
Customer
exits store
Payment receipt is
stamped
Custo
mer
exits
sto
re
Handset
pulled
from
Inventory
Handset details
and customer ID
are copied.
Customer
fills out
form.
Com
ple
ted f
orm
is taken t
o
custo
mer
Care
for
entr
y
Custo
mer
ID is c
opie
d
Postpaid account
is setup
Records are
manually filed
away
If sales is for
Recharge
If s
ale
is P
repaid
Too Many Processes
What was wrong with the Retail Experience?
8
# 4: Customers frequently had to stand in long queues and wait for service
The more successful we became,
the more our customer experience
dropped.
What was wrong with the Retail Experience?
9
# 4: Customers frequently had to stand in long queues and wait for service
A big Sale could find customers
having to wait in long lines for
service...
What was wrong with the Retail Experience?
10
# 4: Customers frequently had to stand in long queues and wait for service
…and looking like this:
What was wrong with the Retail Experience?
11
EVERYTHING!
The Goal
12
TREAT THE CUSTOMERS AS IF THEY WERE IN A 5 STAR RESTAURANT
GREET THEM WHEN THEY COME INTO THE DOOR
HAVE ONLY ONE SALES AGENT DEAL WITH THEM
ELMINIATE ALL QUEUES
The Goal
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“Treat our customers as if they were in a 5 Star Restaurant”
WHAT WE NEEDED:
NEW PROCESSES| MOBILE DEVELOPER PLATFORM| CHEAP & USER-FRIENDLY TOOLS
The Goal
14
“Treat our customers as if they were in a 5 Star Restaurant”
WHO DELIVERED:
THE SOLUTION:
EASY TO DEVELOP, EASY TO USE, EASY ON THE WALLET
Software:
Hardware:
The Solution – WorkMobile “Cloud”
Database
15
WorkMobile Web Dashboard
No Programming Required
Drag & Drop
The Solution – WorkMobile BlackBerry
client
16
WorkMobile BlackBerry Client Icon
The Solution – WorkMobile BlackBerry
client
17
WorkMobile BlackBerry Client Screens
The Solution – WorkMobile “Cloud”
Database
18
WorkMobile Web Dashboard Showing Records Captured By A
BlackBerry Handset
The Solution – WorkMobile “Cloud”
Database
19
WorkMobile Notifications allows: a) reports to be printed to a local printer (via
email through HP ePrint solution), b) notifications to be sent to an email
address, and c) data to be pushed to a backend database or CRM.
Bring Your Own POS
Very Affordable
The Solution - HP ePrint Technology with
Charge Anywhere Bluetooth Reader/Printer
20
Backend database is
updated wirelessly via
WiFi or 3G/4G
The New Experience: Streamlined
Processes
21
Receipt is
emailed to
customer
Or printed
out
Customer comes into store and is
greeted by an Agent with a
BlackBerry Torch/Storm or
Playbook
If the customer wants to pay a bill.
If the customer wants recharge
The New Experience: Streamlined
Processes
22
Customer comes into store and is
greeted by an Agent with a
BlackBerry Torch/Storm or
Playbook
Recharge portal is
accessed via the web
browser on mobile
device. Account is
updated.
The New Experience: Streamlined
Processes
23
The New Experience: Streamlined
Processes
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The New Experience: Streamlined
Processes
25
If the sale is prepaid.
Payment is capture
wirelessly via Bluetooth
The New Experience: Streamlined
Processes
26
Receipt is
emailed to
customer
Or printed
out
Customer comes into store and is
greeted by an Agent with a
BlackBerry Torch/Storm or
Playbook
Payment is capture
wirelessly via Bluetooth
Backend database is
updated wirelessly via
WiFi or 3G/4G
The New Experience: Streamlined
Processes
27
Receipt is
emailed to
customer
Or printed
out
Customer comes into store and is
greeted by an Agent with a
BlackBerry Torch/Storm or
Playbook
If the sale is postpaid, customer
are
on the mobile device
The New Experience: The Benefits
28
Only one Agent deals with a customer.
Data is instantly updated to the backend database.
Outbound Sales persons can capture sales from the road.
Reduce Processes.
Customer wait time is reduced and experience enhanced.
What was wrong with the Dinning experience?
Alex Barrotti, CEO TouchBisto.com
abarrotti@touchbistro.com
What is wrong?
30
# 1: Stale data on Menus
Menus are outdated the minute they are printed. No rich data to view. Dimly lit ambiance in many high end restaurants.
What is wrong?
# 2: Too much data entry repetition Waiter first manually writes down order, then walks away and enters it again into a
shared POS Terminal. Can forget details or introduce errors along the way.
Order is
entered into
Terminal
Manual order
written up.
Food order
is sent to
kitchen
Drink order
is sent to
the
bartender
31
What is wrong?
32
# 2: Waiter has to make too many trips to POS Terminal If the customer wants to order another item the waiter has to make an
additional trip between the customer’s table and the terminal.
Waiters have to
wait / fight for
access to
Terminal
Waiter brings
food
Waiter returns
to terminal
What is wrong?
33
# 3: The process for printing new menus is expensive
If the restaurant wants to create a new menu it is time consuming and costly.
What is wrong?
34
# 4: Customers frequently have to stand in long queues and wait to for an available table and then wait for service
The better the restaurant, the greater the demand to get in. The worse the situation is for the customer. Faster customer service and turn around is essential!
What is wrong?
35
In Short: EVERYTHING!
Outdated systems and processes
Dining experience has basically not changed in over 100 years!
The Goal
36
A Modern Streamlined System
Display dynamic rich menus
Waiters spend more time with customers
Waiters carry small POS terminal with them
Faster customer service
Better dining experience!
The Goal
37
Create for our customers the “Five Star Restaurant” of the future
WHAT WE NEEDED TO CREATE:
NEW PROCESSES
A SMALL MOBILE POS TERMINAL
A USER-FRIENDLY EXPERIENCE FOR CUSTOMERS AND STAFF
The Goal
38
Create for our customers the “Five Star Restaurant” of the future
Software:
Hardware:
The Solution – TouchBistro
39
TouchBistro
Runs on BlackBerry Playbook.
Small easily portable solution.
Dynamically displays available seating.
Enter the order once, correctly!
Easily readable in dimly lit restaurants.
Waiters spend more time with customers.
Waiters carry a PlayBook with them.
Faster customer service.
Better dining experience!
The Solution – TouchBistro
40
TouchBistro Menu System
Full color menu items.
Swipe to see other menu items.
Easily readable in dimly lit restaurants.
Leaves nothing to the imagination.
Set customer expectation better.
Menus can be published to the web.
Menus is viewable by customers on their
own web-capable device while waiting.
Better dining experience!
The Solution – TouchBistro
41
TouchBistro Order Entry
Color coded seating
Enter the order once, correctly!
Waiters spend more time with customers
Waiters have small terminal with them
Less running around
Faster customer service
Combine or split bills with the swipe of a
finger
Better dining experience!
The Solution – TouchBistro
42
TouchBistro Bill Payment
Single or split billing
Color coded split billing
Review done at table side
Email or print bill wirelessly
Faster checkout service
Better dining experience!
The New Experience: Streamlined
Processes, All done Table Side
43
1. Customer is greeted by
Hostess / Waiter with
tablet / BB Playbook
Receipt is
emailed to
customer if
requested Receipt is
printed for
customer if
requested
3. Display rich content
on menu
4. Enter customer’s order
5. Send order to kitchen / bar
6. Process payment,
email/print receipt
Payment is
captured.
2. Seated at an
available table
The New Experience:
Data Safe, Replicated in the Cloud
1. Publish data to TouchBistro.com
directly from the BB PlayBook 2. TouchBistro.com
scalable, safe, offsite
3. Send / Replicate data to other tablets
3. View on smart phones
3. View on web browsers
44
The New Experience: The Benefits
45
Less time entering orders and fewer errors!
Ordering experience enhanced!
Faster customer service!
Dining experience enhanced!
For More Information…
List:
http://www.esay-solutions.co.uk/
http://www.touchbistro.com/
http://www.rim.com/
http://www.chargeanywhere.com/
http://www.hp.com/eprint/
46
THANK YOU
E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.com
Alex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.com
CS03
4th May 2011