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Using BlackBerry’s Ecosystem To
Increase Customer Satisfaction And
Loyalty .
E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.com
Alex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.com
CS03
4th May 2011
Retail Experience
 Off the Shelf – E. Jay Saunders




                                   Dining Experience
                                      Custom - Alex Barrotti




                                                               2
What was wrong with the Retail
        experience?




                                 3
What was wrong with the Retail Experience?

                   # 1: Too many customer choices.
    Depending on what the customer wanted, he/she would be sent to one of
                                two places.




                                                                       1

                                                       Customer Care
                                                           Agent




                                                                       2

                                                          Cashier




                                                                            4
What was wrong with the Retail Experience?

           # 2: Customer had to make too many trips between Agents
       If the customer wanted to pay a postpaid bill he/she would have to make 2
                 trips between the Customer Care Agent and the Cashier.



                                                                                Manual receipt
                                                              Lookup             written up.




                                                                                                 Customer
                                                                                                 account is
                                                                       Customer Care              updated.
               Payment
              taken and                                                    Agent
               stamped
 Cashier




                                                                                                         5
What was wrong with the Retail Experience?

 # 3: The process for signing up a new postpaid/contract account
                         was too complex
 If the customer wanted to buy a handset and sign up for postpaid/contract – a
very valuable customer – the customer would need to deal with 2 agents and
                       go through 2 sign-up processes.

                                      Postpaid/
                                      Contract
                                       form to
                                       fill out.                              Postpaid
                                                                              account
                                                                              is setup.

                                                   Records are
                                                     manually
                                                    filed away

                         Customer
                          fills out
 Cashier                    form.                                  Customer Care
                                                                       Agent




            Handset    Handset details
             pulled     and customer
              from     ID are copied.
           Inventory

                                                                                          6
What was wrong with the Retail Experience?
                                                                                                                                                                                   Payment receipt is

                                                                  Too Many Processes                                                                                                   stamped


                                                                                                                                                                                                   Postpaid account
                                                                                                                                                                                                       is setup
                                                             If the Customer wants to pay a postpaid bill or get Technical Support


 Customer                                   Greeted by                                                                                      Customer Care
enters store                                  Agent                                                                                             Agent




                                                                                                                                                      Completed form is taken to
                                                                                                                                                       customer Care for entry
                                            Customer wants


                                             handset, or a
                                              to purchase
                                              recharge, a

                                                  SIM




                                                                                                                                                                                                            Records are
                                                                                                                                                                                                            manually filed
                                                                                                                                                                                                               away




                                                                                                                                                                                    Customer ID is copied
                                                                                                                                     Customer
                                                                                                                                      fills out
     If sales is for                                                                                                                    form.
       Recharge




                                                                                                                                                                                                                             exits store
                                                                                                                                                                                                                             Customer
      Recharge
                       If sale is Prepaid




 is applied via web
      interface                                                                        Handset
                                            Cashier
                                                                                        pulled
                                                                                         from                 Handset details
                                                                                      Inventory               and customer ID
                                                                                                                are copied.



                                                                                                     Customer
                                                                                                     exits store                                                                                                                      7
What was wrong with the Retail Experience?

       # 4: Customers frequently had to stand in long queues
                        and wait for service




The more successful we became,
the more our customer experience
dropped.

                                                               8
What was wrong with the Retail Experience?

     # 4: Customers frequently had to stand in long queues
                      and wait for service

                                        A big Sale could find customers
                                          having to wait in long lines for
                                                                service...




                                                                         9
What was wrong with the Retail Experience?

     # 4: Customers frequently had to stand in long queues
                      and wait for service
                      …and looking like this:




                                                             10
What was wrong with the Retail Experience?




                  EVERYTHING!




                                             11
The Goal




   TREAT THE CUSTOMERS AS IF THEY WERE IN A 5 STAR RESTAURANT
             GREET THEM WHEN THEY COME INTO THE DOOR

             HAVE ONLY ONE SALES AGENT DEAL WITH THEM

                       ELMINIATE ALL QUEUES




                                                                12
The Goal



               “Treat our customers as if they were in a 5 Star
                                Restaurant”



                          WHAT WE NEEDED:
 NEW PROCESSES| MOBILE DEVELOPER PLATFORM| CHEAP & USER-FRIENDLY TOOLS




                                                                         13
The Goal



             “Treat our customers as if they were in a 5 Star
                              Restaurant”

                           WHO DELIVERED:

Software:



Hardware:


                            THE SOLUTION:
            EASY TO DEVELOP, EASY TO USE, EASY ON THE WALLET
                                                                14
The Solution – WorkMobile “Cloud”
Database

               WorkMobile Web Dashboard




                No Programming Required
                      Drag & Drop
                                           15
The Solution – WorkMobile BlackBerry
client

             WorkMobile BlackBerry Client Icon




                                                 16
The Solution – WorkMobile BlackBerry
client

           WorkMobile BlackBerry Client Screens




                                                  17
The Solution – WorkMobile “Cloud”
Database

   WorkMobile Web Dashboard Showing Records Captured By A
                    BlackBerry Handset




                                                            18
The Solution – WorkMobile “Cloud”
Database

WorkMobile Notifications allows: a) reports to be printed to a local printer (via
email through HP ePrint solution), b) notifications to be sent to an email
address, and c) data to be pushed to a backend database or CRM.




                             Bring Your Own POS
                               Very Affordable                                     19
The Solution - HP ePrint Technology with
Charge Anywhere Bluetooth Reader/Printer




                                           20
The New Experience: Streamlined
Processes



                                                     Receipt is
                                                     emailed to
                                                     customer




                                    If the customer wants to pay a bill.




 Customer comes into store and is                                          Backend database is
   greeted by an Agent with a                                              updated wirelessly via
    BlackBerry Torch/Storm or                                                 WiFi or 3G/4G
            Playbook




                                                 Or printed
                                                    out




                                                                                                    21
The New Experience: Streamlined
Processes




                                    If the customer wants recharge
                                                                      Recharge portal is
                                                                     accessed via the web
                                                                      browser on mobile
                                                                      device. Account is
                                                                           updated.
 Customer comes into store and is
   greeted by an Agent with a
    BlackBerry Torch/Storm or
            Playbook




                                                                                            22
The New Experience: Streamlined
Processes




                                  23
The New Experience: Streamlined
Processes




                                  24
The New Experience: Streamlined
Processes




                                  25
The New Experience: Streamlined
Processes



                                              Receipt is
                                              emailed to
                                              customer




                                    If the sale is prepaid.




                                                                Payment is capture
 Customer comes into store and is
                                                              wirelessly via Bluetooth
   greeted by an Agent with a
    BlackBerry Torch/Storm or
            Playbook




                                          Or printed
                                             out




                                                                                         26
The New Experience: Streamlined
Processes



                                                     Receipt is
                                                     emailed to                    Backend database is
                                                     customer                      updated wirelessly via
                                                                                      WiFi or 3G/4G
                                    If the sale is postpaid, customer




                                                                        are
                                               on the mobile device

                                                                                Payment is capture
 Customer comes into store and is                                             wirelessly via Bluetooth
   greeted by an Agent with a
    BlackBerry Torch/Storm or
            Playbook




                                                 Or printed
                                                    out




                                                                                                            27
The New Experience: The Benefits

            Only one Agent deals with a customer.
      Data is instantly updated to the backend database.
    Outbound Sales persons can capture sales from the road.
                      Reduce Processes.
    Customer wait time is reduced and experience enhanced.




                                                               28
What was wrong with the Dinning
experience?
Alex Barrotti, CEO TouchBisto.com
abarrotti@touchbistro.com
What is wrong?

                        # 1: Stale data on Menus
  Menus are outdated the minute they are printed. No rich data to view. Dimly
                 lit ambiance in many high end restaurants.




                                                                                30
What is wrong?

                     # 2: Too much data entry repetition
   Waiter first manually writes down order, then walks away and enters it again into a
     shared POS Terminal. Can forget details or introduce errors along the way.


                                                                        Food order
                                                                         is sent to
                                                                          kitchen



                                  Manual order
                                   written up.

                                                        Order is
                                                      entered into
                                                       Terminal




                                                                     Drink order
                                                                      is sent to
                                                                          the
                                                                     bartender




                                                                                         31
What is wrong?

   # 2: Waiter has to make too many trips to POS Terminal
   If the customer wants to order another item the waiter has to make an
        additional trip between the customer’s table and the terminal.

                                                            Waiters have to
                                                             wait / fight for
                                                              access to
                                                               Terminal



                          Waiter brings
                              food




                                           Waiter returns
                                            to terminal




                                                                                32
What is wrong?
       # 3: The process for printing new menus is expensive
 If the restaurant wants to create a new menu it is time consuming and costly.




                                                                                 33
What is wrong?
   # 4: Customers frequently have to stand in long queues and wait
           to for an available table and then wait for service
  The better the restaurant, the greater the demand to get in. The worse the situation is
        for the customer. Faster customer service and turn around is essential!




                                                                                            34
What is wrong?




         In Short: EVERYTHING!

      Outdated systems and processes
   Dining experience has basically not changed in over
                        100 years!




                                                          35
The Goal



                A Modern Streamlined System
                   Display dynamic rich menus

             Waiters spend more time with customers

            Waiters carry small POS terminal with them

                     Faster customer service

                    Better dining experience!




                                                          36
The Goal



      Create for our customers the “Five Star Restaurant” of the future




                    WHAT WE NEEDED TO CREATE:
                            NEW PROCESSES

                     A SMALL MOBILE POS TERMINAL

        A USER-FRIENDLY EXPERIENCE FOR CUSTOMERS AND STAFF




                                                                          37
The Goal

     Create for our customers the “Five Star Restaurant” of the future

                                Software:




                              Hardware:




                                                                         38
The Solution – TouchBistro

                                           TouchBistro
                                  Runs on BlackBerry Playbook.

                                  Small easily portable solution.

                              Dynamically displays available seating.

                                 Enter the order once, correctly!

                              Easily readable in dimly lit restaurants.

                          Waiters spend more time with customers.

                               Waiters carry a PlayBook with them.

                                     Faster customer service.

                                    Better dining experience!

                                                                           39
The Solution – TouchBistro

                                    TouchBistro Menu System
                                       Full color menu items.

                                  Swipe to see other menu items.

                               Easily readable in dimly lit restaurants.

                                Leaves nothing to the imagination.

                                  Set customer expectation better.

                                Menus can be published to the web.

                              Menus is viewable by customers on their
                                own web-capable device while waiting.

                                     Better dining experience!

                                                                        40
The Solution – TouchBistro

                                     TouchBistro Order Entry
                                        Color coded seating

                                  Enter the order once, correctly!

                          Waiters spend more time with customers

                              Waiters have small terminal with them

                                        Less running around

                                      Faster customer service

                              Combine or split bills with the swipe of a
                                                 finger

                                     Better dining experience!


                                                                       41
The Solution – TouchBistro


                              TouchBistro Bill Payment
                                 Single or split billing

                                Color coded split billing

                              Review done at table side

                              Email or print bill wirelessly

                                Faster checkout service

                               Better dining experience!




                                                                42
The New Experience: Streamlined
Processes, All done Table Side
                                                          2. Seated at an
 1. Customer is greeted by                                available table
    Hostess / Waiter with
    tablet / BB Playbook                                                             3. Display rich content
                                                                                            on menu




                             6. Process payment,
                              email/print receipt




                                                                                     4. Enter customer’s order




                                                    5. Send order to kitchen / bar
             Payment is
              captured.




            Receipt is
           emailed to
           customer if
           requested
                                  Receipt is
                                 printed for
                                 customer if                                                                     43
                                 requested
The New Experience:
Data Safe, Replicated in the Cloud
1. Publish data to TouchBistro.com
   directly from the BB PlayBook
                                                             2. TouchBistro.com
                                                            scalable, safe, offsite




                                                                                               3. View on web browsers
                         3. View on smart phones



                                                   3. Send / Replicate data to other tablets




                                                                                                                         44
The New Experience: The Benefits

        Less time entering orders and fewer errors!
             Ordering experience enhanced!
                 Faster customer service!
              Dining experience enhanced!




                                                       45
For More Information…

 List:
     http://www.esay-solutions.co.uk/
     http://www.touchbistro.com/
     http://www.rim.com/
     http://www.chargeanywhere.com/
     http://www.hp.com/eprint/




                                         46
THANK YOU
E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.com
Alex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.com
CS03
4th May 2011

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Using Blackberry’s ecosystem to create a Mobile POS by E. Jay Saunders

  • 1. Using BlackBerry’s Ecosystem To Increase Customer Satisfaction And Loyalty . E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.com Alex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.com CS03 4th May 2011
  • 2. Retail Experience Off the Shelf – E. Jay Saunders Dining Experience Custom - Alex Barrotti 2
  • 3. What was wrong with the Retail experience? 3
  • 4. What was wrong with the Retail Experience? # 1: Too many customer choices. Depending on what the customer wanted, he/she would be sent to one of two places. 1 Customer Care Agent 2 Cashier 4
  • 5. What was wrong with the Retail Experience? # 2: Customer had to make too many trips between Agents If the customer wanted to pay a postpaid bill he/she would have to make 2 trips between the Customer Care Agent and the Cashier. Manual receipt Lookup written up. Customer account is Customer Care updated. Payment taken and Agent stamped Cashier 5
  • 6. What was wrong with the Retail Experience? # 3: The process for signing up a new postpaid/contract account was too complex If the customer wanted to buy a handset and sign up for postpaid/contract – a very valuable customer – the customer would need to deal with 2 agents and go through 2 sign-up processes. Postpaid/ Contract form to fill out. Postpaid account is setup. Records are manually filed away Customer fills out Cashier form. Customer Care Agent Handset Handset details pulled and customer from ID are copied. Inventory 6
  • 7. What was wrong with the Retail Experience? Payment receipt is Too Many Processes stamped Postpaid account is setup If the Customer wants to pay a postpaid bill or get Technical Support Customer Greeted by Customer Care enters store Agent Agent Completed form is taken to customer Care for entry Customer wants handset, or a to purchase recharge, a SIM Records are manually filed away Customer ID is copied Customer fills out If sales is for form. Recharge exits store Customer Recharge If sale is Prepaid is applied via web interface Handset Cashier pulled from Handset details Inventory and customer ID are copied. Customer exits store 7
  • 8. What was wrong with the Retail Experience? # 4: Customers frequently had to stand in long queues and wait for service The more successful we became, the more our customer experience dropped. 8
  • 9. What was wrong with the Retail Experience? # 4: Customers frequently had to stand in long queues and wait for service A big Sale could find customers having to wait in long lines for service... 9
  • 10. What was wrong with the Retail Experience? # 4: Customers frequently had to stand in long queues and wait for service …and looking like this: 10
  • 11. What was wrong with the Retail Experience? EVERYTHING! 11
  • 12. The Goal TREAT THE CUSTOMERS AS IF THEY WERE IN A 5 STAR RESTAURANT  GREET THEM WHEN THEY COME INTO THE DOOR  HAVE ONLY ONE SALES AGENT DEAL WITH THEM  ELMINIATE ALL QUEUES 12
  • 13. The Goal “Treat our customers as if they were in a 5 Star Restaurant” WHAT WE NEEDED: NEW PROCESSES| MOBILE DEVELOPER PLATFORM| CHEAP & USER-FRIENDLY TOOLS 13
  • 14. The Goal “Treat our customers as if they were in a 5 Star Restaurant” WHO DELIVERED: Software: Hardware: THE SOLUTION: EASY TO DEVELOP, EASY TO USE, EASY ON THE WALLET 14
  • 15. The Solution – WorkMobile “Cloud” Database WorkMobile Web Dashboard  No Programming Required  Drag & Drop 15
  • 16. The Solution – WorkMobile BlackBerry client WorkMobile BlackBerry Client Icon 16
  • 17. The Solution – WorkMobile BlackBerry client WorkMobile BlackBerry Client Screens 17
  • 18. The Solution – WorkMobile “Cloud” Database WorkMobile Web Dashboard Showing Records Captured By A BlackBerry Handset 18
  • 19. The Solution – WorkMobile “Cloud” Database WorkMobile Notifications allows: a) reports to be printed to a local printer (via email through HP ePrint solution), b) notifications to be sent to an email address, and c) data to be pushed to a backend database or CRM.  Bring Your Own POS  Very Affordable 19
  • 20. The Solution - HP ePrint Technology with Charge Anywhere Bluetooth Reader/Printer 20
  • 21. The New Experience: Streamlined Processes Receipt is emailed to customer If the customer wants to pay a bill. Customer comes into store and is Backend database is greeted by an Agent with a updated wirelessly via BlackBerry Torch/Storm or WiFi or 3G/4G Playbook Or printed out 21
  • 22. The New Experience: Streamlined Processes If the customer wants recharge Recharge portal is accessed via the web browser on mobile device. Account is updated. Customer comes into store and is greeted by an Agent with a BlackBerry Torch/Storm or Playbook 22
  • 23. The New Experience: Streamlined Processes 23
  • 24. The New Experience: Streamlined Processes 24
  • 25. The New Experience: Streamlined Processes 25
  • 26. The New Experience: Streamlined Processes Receipt is emailed to customer If the sale is prepaid. Payment is capture Customer comes into store and is wirelessly via Bluetooth greeted by an Agent with a BlackBerry Torch/Storm or Playbook Or printed out 26
  • 27. The New Experience: Streamlined Processes Receipt is emailed to Backend database is customer updated wirelessly via WiFi or 3G/4G If the sale is postpaid, customer are on the mobile device Payment is capture Customer comes into store and is wirelessly via Bluetooth greeted by an Agent with a BlackBerry Torch/Storm or Playbook Or printed out 27
  • 28. The New Experience: The Benefits  Only one Agent deals with a customer.  Data is instantly updated to the backend database.  Outbound Sales persons can capture sales from the road.  Reduce Processes.  Customer wait time is reduced and experience enhanced. 28
  • 29. What was wrong with the Dinning experience? Alex Barrotti, CEO TouchBisto.com abarrotti@touchbistro.com
  • 30. What is wrong? # 1: Stale data on Menus Menus are outdated the minute they are printed. No rich data to view. Dimly lit ambiance in many high end restaurants. 30
  • 31. What is wrong? # 2: Too much data entry repetition Waiter first manually writes down order, then walks away and enters it again into a shared POS Terminal. Can forget details or introduce errors along the way. Food order is sent to kitchen Manual order written up. Order is entered into Terminal Drink order is sent to the bartender 31
  • 32. What is wrong? # 2: Waiter has to make too many trips to POS Terminal If the customer wants to order another item the waiter has to make an additional trip between the customer’s table and the terminal. Waiters have to wait / fight for access to Terminal Waiter brings food Waiter returns to terminal 32
  • 33. What is wrong? # 3: The process for printing new menus is expensive If the restaurant wants to create a new menu it is time consuming and costly. 33
  • 34. What is wrong? # 4: Customers frequently have to stand in long queues and wait to for an available table and then wait for service The better the restaurant, the greater the demand to get in. The worse the situation is for the customer. Faster customer service and turn around is essential! 34
  • 35. What is wrong? In Short: EVERYTHING! Outdated systems and processes  Dining experience has basically not changed in over 100 years! 35
  • 36. The Goal A Modern Streamlined System  Display dynamic rich menus  Waiters spend more time with customers  Waiters carry small POS terminal with them  Faster customer service  Better dining experience! 36
  • 37. The Goal Create for our customers the “Five Star Restaurant” of the future WHAT WE NEEDED TO CREATE: NEW PROCESSES A SMALL MOBILE POS TERMINAL A USER-FRIENDLY EXPERIENCE FOR CUSTOMERS AND STAFF 37
  • 38. The Goal Create for our customers the “Five Star Restaurant” of the future Software: Hardware: 38
  • 39. The Solution – TouchBistro TouchBistro  Runs on BlackBerry Playbook.  Small easily portable solution.  Dynamically displays available seating.  Enter the order once, correctly!  Easily readable in dimly lit restaurants.  Waiters spend more time with customers.  Waiters carry a PlayBook with them.  Faster customer service.  Better dining experience! 39
  • 40. The Solution – TouchBistro TouchBistro Menu System  Full color menu items.  Swipe to see other menu items.  Easily readable in dimly lit restaurants.  Leaves nothing to the imagination.  Set customer expectation better.  Menus can be published to the web.  Menus is viewable by customers on their own web-capable device while waiting.  Better dining experience! 40
  • 41. The Solution – TouchBistro TouchBistro Order Entry  Color coded seating  Enter the order once, correctly!  Waiters spend more time with customers  Waiters have small terminal with them  Less running around  Faster customer service  Combine or split bills with the swipe of a finger  Better dining experience! 41
  • 42. The Solution – TouchBistro TouchBistro Bill Payment  Single or split billing  Color coded split billing  Review done at table side  Email or print bill wirelessly  Faster checkout service  Better dining experience! 42
  • 43. The New Experience: Streamlined Processes, All done Table Side 2. Seated at an 1. Customer is greeted by available table Hostess / Waiter with tablet / BB Playbook 3. Display rich content on menu 6. Process payment, email/print receipt 4. Enter customer’s order 5. Send order to kitchen / bar Payment is captured. Receipt is emailed to customer if requested Receipt is printed for customer if 43 requested
  • 44. The New Experience: Data Safe, Replicated in the Cloud 1. Publish data to TouchBistro.com directly from the BB PlayBook 2. TouchBistro.com scalable, safe, offsite 3. View on web browsers 3. View on smart phones 3. Send / Replicate data to other tablets 44
  • 45. The New Experience: The Benefits  Less time entering orders and fewer errors!  Ordering experience enhanced!  Faster customer service!  Dining experience enhanced! 45
  • 46. For More Information…  List:  http://www.esay-solutions.co.uk/  http://www.touchbistro.com/  http://www.rim.com/  http://www.chargeanywhere.com/  http://www.hp.com/eprint/ 46
  • 47. THANK YOU E. Jay Saunders, CEO Digicel TCI, ejsaunders@digicelgroup.com Alex Barrotti, CEO TouchBisto.com, abarrotti@touchbistro.com CS03 4th May 2011