Service Quality Counts. Data-driven solutions to manage and improve - - PowerPoint PPT Presentation
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
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Data is ubiquitous – to make it work for you is the challenge!
Philosophy
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Approach
Management & controlling Algorithms, reporting and alerting system, ticketing- system, KPI systems, cockpits & dashboards Process improvement Consulting, training, business process outsourcing Continuous measurement Surveys, feedback, data collection & handling, sensor technologies, RFID, live tracking, real-time data
Service Monitoring Service Design Service Management
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The Next Generation of Market Research and Data Analytics in Real Time About us
Spectos is an independent Institute for Market Research, Data Analytics, Technology, Digitization & Operations. Founding Story Spectos was founded by Niels Delater in Dresden, Germany, in 2001. For more than 15 years we have been supporting leading companies in improving business performance and service quality with data-driven solutions. Real improvement begins with the con- tinuous collection & usage of reliable, high-quality data. Corporate Philosophy The first step towards progress starts with looking at processes from the customer‘s perspective, listening to the customer‘s voice and learning from it to get the right data. Our team is comprised of experts from various industries & specialist fields. The Team Our international team of more than 100 experts at locations around the globe includes market researchers, engineers, designers, mathe- maticians, analysts and account managers to handle your projects.
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Spectos Solutions
Postal & Logistics
Our transit time measurements, supported by cutting edge technologies, give you precise insights into your logistics supply chain end-to-end.
Healthcare
We help to measure the pulse
integral support system.
Automotive
From entering the door to picking up their vehicle, we show you how satisfied your customers are with the service quality at your car dealership.
Hospitality
Your guests constantly put the service quality at your restaurant
their satisfaction day by day and excel with their feedback.
Others
We support customers from any industry with tailor- made B2B solutions for the monitoring, management and design of their service quality.
Mobility
Let us support you in making every ride a pleasant one with
surveys to measure passenger satisfaction. 5 Spectos Group – Service Quality Counts
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Spectos Postal & Logistics
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
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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
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Spectos Mobility
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
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
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Spectos Automotive
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
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
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Spectos Hospitality
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
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Support
Efficient Business Process Outsourcing Support Benefit from a multitude of different support services from one single
mastering the most diverse customer
wide range of services to improve your service quality and increase your efficiencies.
Project Management
Expertise from Pilot to Operations Our experts support companies in collecting and analyzing high- quality data in real-time and making it available through online cockpits and apps at the touch of a button.
Technology
Modern Hardware & Platforms We use state-of-the-art technologies to combine the voice of the customer with data from specialized technologies such as real-time tracking, RFID systems and WiFi tracking.
Spectos Capabilities
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Technology
Input: Sensors, RFID, Interfaces, Files, Small Data, Big Data, Connectors, Customer Feedback Output: Desktop, Tablet, Smartphone, Customer Database, Customer Application Connectors
Virtuelle Privat Cloud
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Connected Services
Sensor Mesh ERP/CRM Connector RFID Services Customer Services Web Services
Core Services
Feedback Management Panels, Surveys, Campaigns Sensor Management Sensors, Connectors, ETL Analytics / Reporting Charts, Dashboards, Scorecards Alerts / Notifications Push messages Data Warehouse Facts, Dimensions User Management Collaboration, Teams
Front End
Platform allows flexible custom products built from standard modules
Technology
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Technology
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
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Technology
Detailed insights and reports for tours, sorting, delivery based on the scan events of the RFID tags Tags are read automatically and without visual contact, eliminating the need for expensive scans RFID tags are read by antennas at every process point Suitable for all products and logistical units, from individual letters through boxes to pallets, ULDs Data is collected in real-time and is available in the cloud platform for immediate process control
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Technology
Credit Card sized tracker with <47g Global coverage through tracking based on GSM & Wi-Fi Works indoors & outdoors in any shipment, pallet, box or vehicle Real-time data collection along the entire process chain Up to 6 months battery life, up to 3 years with extension pack (K Box)
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Responsive design, suitable for all devices Role based user management for access control Beautifully designed, tailor-made cockpits
Access everywhere, anytime
Technology
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Project Management
Every organization is different, which is exactly why our precisely planned measurements are based on each
How do you define the value of your services? Which level of quality do you want, or have to achieve? How are your results evaluated and, most importantly, used to improve on a daily basis? Our experts have the answers to these and many more questions, helping organizations consistently adhere to their quality assurance standards.
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Support
Reliable data for your measurement, data processing services, data validation and cleansing Reduction of manual data handling, transformation of paper into digital data, integration of mobile solutions (app / tablet) Complaint & issue handling, mystery calls and service checks Help desk and first level support services, enquiry processing (record and respond)
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Support
The Spectos panel includes about 200,000 worldwide participants from all walks of life Individually tailored panel of private households and companies All of our participants are reachable by telephone and email We are thereby able to also carry out larger measure- ments, surveys and research at short notice Participants can perform mystery tests, such as mystery
The panel is equipped with latest technology from Spectos for real-time responses
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We Take Pride in our Work & the Customers we Serve
Our customers trust us with the measurement and management of their business performance and service quality. With the Real-Time Performance Management Suite from Spectos, our shipment data becomes more meaningful and we are able to derive strategic measures to optimize our delivery network. The solution helps us meeting our high standards of service quality and customer satisfaction permanently.
André Ströher, Chief Supply Chain Officer WIRmachenDRUCK
Customers
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200.000 TEST SHIPMENTS / YEAR MORE THAN 30,000 INTERVIEWS PER MONTH WITH A PANEL OF OVER 8.000 PARTICIPANTS MONITORING SYSTEM FOR LARGE DELIVERY NETWORK WITH > 120 DELIVERY PARTNERS
Complete management of RFID infrastructure via Real-Time Performance Management RTPM Suite Live monitoring of test shipment results in centralized Real-Time Performance Management RTPM platform Integration into ERP systems of postcon and its partners Automated weekly and monthly reports to improve operational performance and control the network Certified system according to EN 13850/ Certified annual reports by TÜV Rheinland according to EN 13850
postcon RFID supported Transit Time Measurement System
Transparency of our data that is specifically used for quality management is our top
partner for many years, with whom we can flexibly and in an agile approach advance the further development of our quality management by being able to retrieve the right performance indicators at a glance for the continuous improvement of our processes and customer satisfaction.
Markus Zubke Quality Management Postcon Germany
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80,000 TEST SHIPMENTS WITH 100% RFID TAGS/YEAR EVALUATION AND VALIDATION OF DATA FROM >800 GATES PANELISTS WITH RFID READING DEVICES IN MAILBOXES FOR END-TO-END MONITORING
Comprehensive overview of city-to-city transit times Management and control of Last Mile Units via Real-Time Performance Management Suite Highly customized, individual dashboard with details on panel, transponder
Multi-language web application for data collection - exclusive to bpost and available in Flemish, French, German and English Internal ticket system to track and solve issues quickly Measurement system audited according to EN 13850
Belgian Post RFID supported E2E Transit Time Monitoring System
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MULTINATIONAL CROSSBORDER MONITORING SYSTEM PANELISTS IN 20 COUNTRIES ON FIVE CONTINENTS MULTIPLE DATA COLLECTION SOURCES ACCORDING TO CULTURE / NATIONALITY
Identification of further test mail condition – if damaged at receipt Frequent multi-language test planning production Call center services according to different time zones Test mail preparation to incorporate special character sets Weekly updated interactive web-based reporting including detailed weekly Excel reports, including direct comparison of countries
Singapore Post Transit Time Measurement
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MULTI-CHANNEL SURVEYS FOR PATIENTS AND STAFF ACROSS ALL OF AMEOS PATIENT FEEDBACK COLLECTION YEAR-ROUND AT ALL 78 AMEOS FACILITIES BENCHMARKING OF CLINICS, WARDS AND SPECIALIST DEPARTMENTS AT PATIENT AND STAFF LEVEL
Joint development of a uniform questionnaire to assess individual process steps from admission to discharge of a patient across all facilities and wards Multi-media survey system for patients has ensured high response as they can select their preferred communication channel Available feedback channels: feedback terminals at each facility, computer, smart phone, paper questionnaires Paper-based data is digitized by Spectos Results from all surveys are displayed centrally in a Healthcare Cockpit as a web application
AMEOS Multi-Channel Patient and Employee Surveys
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MONITORING CUSTOMER SATISFACTION AT AUDI INTEGRATED TICKETING SYSTEM WITH INSTANT ALERTS ON ANY RATING BELOW 5 STARS AUTOMATIC CREATION OF REPORTS OF QM ENHANCING MEASURES FOR AUDITS
Continuous collection of customer feedback – immediately after completion
Tickets are assigned to staff in charge for prompt complaint handling Customer feedback is used to continuously monitor processes and service quality Customers are provided with a channel to submit complaints directly to dealership Audi Zentrum Ingolstadt regularly receives customer service excellency awards
Audi Excellence in Service Quality at Audi Zentrum Ingolstadt
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Facts & Figures
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Statements
The continuous, customer-oriented support we offer is an integral part of the management process of international projects and essential for high customer satisfaction and
Stéphane Dujardin, Manager Projects International Creating the concepts today that our customers will need tomorrow – in addition to the optimization and further development of our products and services, I act as a cross-functional pacesetter, ensuring the provision of flexible solutions that quickly and easily adapt to last-minute changes in daily business operations. Mario Wellner, Manager Product Development
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Contact: Phone +49 351 32025-229 E-Mail info@spectos.com Website www.spectos.com Spectos Group · Theaterstr. 6 · 01067 Dresden · Germany