Pisano - Samsung Knox · 2016. 11. 2. · requirement by Pisano Business Model Customer Solution...

Pisano

Get Your Business Surrounded by

Happy Customers!

October 31 2016

SEAP

Global B2B Service Group

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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

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Problem: Before Pisano

Old Way

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Solution: Pisano

Pisano Way

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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

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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

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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

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Software Features: Smart Tasks & Notifications

Kiosk • Battery level

• Internet connections

Operational notifications

• Important events

• Trends • Smart configurations • Escalations

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Samsung Integrated Features

Featured Hardware:

Any Samsung Galaxy Tabs

Deployed on:

• SM T560 • SM T562

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

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Solution Workflow and Architecture

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Reference Customer Case – McDonald’s

Solution

• Pisano tablet survey solutions and scoreboards

implemented at order counter/cash register

• Restaurants analyze the performance of frontline staff

Challenge

• The performance and education of frontline staff is

directly related to customer satisfaction

• Collecting customer feedback can be intrusive and costly

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

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Reference Customer Case – BP

Solution

• Pisano tablet kiosks are set up at BP stations to analyze

customer experience and target real-time customer complaint

resolution

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

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

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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

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Country and Language Support

Dashboard Language Support

• English

• Turkish

Survey Language Support

• English

• Turkish

• German

• Arabic

• French

• Russian

Europe:

Turkey

Germany

Belarus

Cyprus

*Deployment is simple and done remotely.

Asia:

United Arab Emirates

Americas:

Canada

USA

Mexico

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• Client procures HW, based on requirement by Pisano

Business Model

Customer Solution

Pisano sells software solution directly to customers. Customers procure hardware through local distribution channels.

Hardware Seller

• Works with client requirements to

capture customer satisfaction data

• App consultation and demo

• Provides SW configured to client

requirements

• App and SW licenses provided

Customer Partner

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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!

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Our Happy Customers

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Reference Projects