Customer Experience Operations Hub

Project

Customer Experience Operations Hub

Client

Mystery Shopping Client

Overview

Bound by the restrictions of an ever-growing operations shared spreadsheet, this top-rated mystery shopping and consumer experience company engaged Jellyhaus to create a single-point, customised operations hub to bring together their team of operations managers, team leaders, financial controllers and client support managers.

The tool aggregated data from several systems, which included global mystery shopping software Shopmetrics, customer service software Freshdesk, accounting software Quickbooks and more. Data was imported into the system to create an up-to-date performance dashboard and in-depth ops teams KPI metrics.

Mystery Shopper data was imported from Shopmetrics on a regular basis and that – alongside Google Maps API – enabled the team to have a quick overview of shop and shopper locations for their region. Previously this was managed by a manual export and import process with a manual Google My Maps rebuild for every new view.

A system like this would not just be suitable for mystery shopping and consumer relations – it could be built to accomodate any organisation that uses multiple tools to manage their workflows but lack a cohesive internal project management and data aggregation tool.