pisano - samsung knox · 2016. 11. 2. · requirement by pisano business model customer solution...
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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
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