proposal.compressed
- 1. THINK WITH THE CUSTOMER Prepared By: Simon Muraya& Mike Gachui WAYO TECHNICAL & FINANCIAL PROPOSAL
- 2. WAYOALLOWSYOURBUSINESSESTOMONITORCUSTOMERSATISFACTION ACROSSALLSERVICEPOINTSINREAL-TIME The solution is designed for businesses that are essentially retail based, with a large customer base and multiple locations. Key market segments include: Health Care, Banking, Insurance, Airlines, Hospitality, Agriculture and Education. We provide our clients with a set of decision support tools that allows them to target all customer interactions and measure the promise of their services against the expectation of their customers. Thisinformation is captured and relayed in real time and we have four main areas of analysis: THINK WITH THE CUSTOMER
- 3. Qualitative Analysis: Capturing and analyzing all interactions and applying data visualization technology to identify valuable patterns, trends through use of real time graphs and charts. Capturing and analyzing all interactions by analyzing customer specific comments, suggestions and complains to allow prompt action at the decisive moment. Compare service points: Capturing and analyzing feedback on every service point and getting product specific feedback for the entire organization. Compare Locations: Capturing and analyzing feedback for each individual location/ branch while comparing each with the entire organization
- 4. Data display:A dedicated dashboard for data presentation that can be viewed as reports through graphs, charts or statistics archived by the second, hour, day, month, quarter and yearly. Sentiment Analysis Categorization of comments from USSD, Emails, Twitter,Facebook and Instant Messengers such as Telegram App based on Positive, Neutral & Negative comments by customers also by complaints, compliments and suggestions. Key Driver Analysis This performs an importance - performance analysis. It analyzes the indicators relative importance to customer satisfaction and returns a rank for each indicator. SMS @ KEY FEATURES
- 5. Ticketing A feature that allows prioritizing specific customer comments to establish root course and action taken, it also generates customer numbers to allow for quick responses by involving the customer. Word Cloud AnalysisAn image composed of words used in comments, in which the size of each word indicates its frequency. This feature will quickly illustrate what is being mentioned at high frequency from the sentiments captured in a particular location over a given time period. Satisfaction Rate Analysis This feature captures individual and total customer satisfaction in relation to time, location and service point or product. It also tracks and creates trends for better analysis. Geo Location Mapping Mapping of comments data on a map view to help a client know the spans ofusage of their products/services plus also help them understand the difference in customer needs, expectations and benchmark their regional performance.
- 6. Service Point / Product Engagement Analysis This feature allows users to track service points/ products that have been engaged by customers Net Promoter Score Analysis Is an index ranging from -1 to 10 that measures the willingness of customers to recommend a company's products or services to others. Consumer learning This is a feature that allows individuals acquire the purchase and consumption knowledge of products/ services offered by engaging on Instant Messengers such as Telegram. A dashboard that shows in real-time what individuals/consumers are inquiring / learning is also provided. TIME PROCESS Mobile based survey feature This feature runs on USSD, Web and Mobile App. It allows collection of data from any mobile phone.
- 7. DELIVERABLES Initial WAYO Customisation Week 1 Basic System Setup - Establish Service Points/Products, Indicators, Branches/Locations and platform to develop content. - Set up Mobile based survey feature (USSD, Web) - Data display Sentiment Analysis (USSD, Twitter, and Telegram), Key Driver Analysis, Word Cloud Analysis, Ticketing, Satisfaction Rate Analysis, Geo Location Mapping, Service Point / Product Engagement Analysis, Net Promoter Score Analysis. - Default WAYO dashboard created. - System able to start collecting data immediately. Complex API integration with multiple internal systems including transactions, customer service or HR systems. Fully customisable WAYO dash boards specific to individual users. 1-3 Months -Custom dashboard views agreed including any bespoke metrics. -Needs analysis to identify ongoing development solutions. -WAYO will collaborate on any promotional materials requirede.g. posters, banners or ads. Advanced WAYO Customisation Ongoing
- 8. Up to 10 Branches or locations Basic Plan Data collection done on only USSD and SMS - capacity to process 10,000 responses per month free above that Kshs 2 per response - Data Display on dashboard with all the features on the technical proposal above - Qualitative and quantitative Analysis - Payment plan is monthly, quarterly, semi-annually or annually - Monthly is Kshs 125,000.Payments made quarterly you get a 4% discount Up to 11 – 50 Branches Standard Plan Basic Customization - User permissions - Ussd, Sms, Telegram, Twitter, Facebook, Web - capacity to process 30,000 responses per month free above that kshs 2 per response - Data display on dashboard with all the features on the technical proposal above - Monthly is Kshs 250,000. Payments made quarterly you get a 4% discount. Over 50 branches Enterprise Plan Everything on the standard plan - capacity to process 75,000 responses per month free above that kshs 2 per response - Bespoke customization to your needs - Monthly is kshs 250,000 plus any additional customization cost. For quarterly you get a 4% discount and semi-annually. FINANCIAL PROPOSAL