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Service Monitor

Service Monitor

Improving Efficiency by Automating Reporting Processes

Originally established as a mystery shopping service provider, Service Monitor now offer 'mystery shopping and more', delivering a range of different services for collecting and reporting consumer feedback for their clients. As part of this offering, they also provide a platform on which their clients can easily view and download customer feedback and insights.

Using data to drive change can be a difficult task for any business, but arguably even more challenging in industries such as leisure and retail, where not only is much of the customer experience subjective, but there is also increasing competition from online providers. Collecting valuable feedback to drive meaningful change can mean investing a lot of time and resources into the process, for both the companies providing the service and the companies providing customer-experience research.

 
 

The Brief

We were briefed with creating an online reporting system which would automate Service Monitor’s existing manual processes, giving both Service Monitor and their clients access to bespoke reports. The focus was on taking the time-consuming element out of reporting, to allow companies to consistently receive customer data in a variety of formats, in a short space of time.

 

The Challenge

The main challenge of automating reporting was replicating the current offline reporting functionality. This meant delivering the same level of complexity and tailoring as in a manual report, with a minimal level of human input. Service Monitor run integrated programmes, which deliver bespoke levels of detail, so the reporting had to be incredibly flexible to adapt to the varying data formats.

For Service Monitor, each process needed to be streamlined, whether it was defining an organisational structure to select which individuals from client companies could see which reports, or whether it was approving reports and making them available for their client to view. For their clients, they wanted each to be able to easily log into a secure account to view and downloaded relevant, branded reporting.

 
 

The Solution

We delivered a clear, simple solution for organising and delivering multiple, complex reports without having to manually configure client details or manually add reporting data. The result is a personalised, slick, client-focused end-product.

Integration with Chartist enables Service Monitor to create highly configurable, responsive charts, which display the varying types of information from consumer responses in an easy to read format.

Data management has been streamlined; whether it’s client organisational structures, client branding or large amounts of consumer response data, it can be added to the system in one easy step and using checksum comparisons, any data which is added or changed is automatically detected and updated. This saves time and ensures that users will always have access to up-to-date information with minimal manual effort.

For Service Monitor’s clients, as soon as their details are added to the system, they receive an automated email with their login details. Once they have logged in, they can immediately see all the projects and reports available to them and either view them in browser or export them as dual-branded files.

 
 
 

Key Features

 
  • Automated Data Upload
    Automated Data Upload
  • Integrations
    Integration with Chartist and Askia Surveying Software
  • Bespoke Reporting Functionality
    Bespoke Reporting Functionality
  • Secure Login Areas
    Secure Login Areas
 
 
 

Standard Features

 
  • Responsive
    Mobile Optimised and Responsive
  • Accessibility
    W3C AA Standards for Accessibility
  • Automated
    Automated Error Handling
  • Compliant
    ISO027001:2013 Compliant
 
Homebase
Pauline Books & Media
Strengthscope Ltd
Phones 4U
Trait Online
Great Eastern
King's Fund
Faber and Faber
Reed Business Information
Fan Quake
UCLH
All So Pro
Foyles
Alliance Boots
Argos
Vulpine
Gaimerz
Iceland
Capita
ASDA
Novartis
LSE Lighting
4D Model Making Materials
Informa plc
Yell
Jaguar Landrover
Scottish Court
Marshall
Centrica
Manoto 1
Experian
British Gas
Buyfair
11 Cavendish Square
British Airways
Enigma Quests
UTC Aerospace
British Safety Council
Service Monitor
Saudi Aramco
Asit
Criteo Live
CO-OP
Millerhare
SmoQue Grill
eGigger
Think we need to talk?
Got a software development project or app in mind? Let’s hook up, chat things through and we’ll come back with a free no-obligation quote. Call us on +44 (0) 20 3855 0690 or fill out the short form on our Contact Us page.