1 / 49

MSPA TORONTO User Group Meeting 2004

MSPA TORONTO User Group Meeting 2004. OPENING REMARKS • Thanks ! • Format of Meeting • Handouts. STATE OF SASSIE ADDRESS. Over the last year :. Overall Units (shops and schedules): 141% increase. Overall MSPs using SASSIE/ATHENA: 20% increase. STATE OF SASSIE.

brigit
Download Presentation

MSPA TORONTO User Group Meeting 2004

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. MSPA TORONTOUser Group Meeting 2004

  2. OPENING REMARKS• Thanks !• Format of Meeting• Handouts

  3. STATE OF SASSIE ADDRESS Over the last year : • Overall Units (shops and schedules): • 141% increase • Overall MSPs using SASSIE/ATHENA: • 20% increase STATE OF SASSIE Conclusion: As a whole, SASSIE platform is successful and the bulk of our growth comes from growth in MSPs

  4. STATE OF SASSIE ADDRESS Over the last year: • Our staff has grown from 6 to 11 full timers • Our number of servers has tripled in the last year STATE OF SASSIE

  5. STATE OF SASSIE ADDRESS Our goals for the next year: • 1) FOCUS ON INCREASING AVERAGE MSP SHOP COUNT • Much better to have 40 MSPs doing 100,000 shops/yr than 100 MSPs doing 40,000 shops/year • Turn some of our focus away from piling on features and more towards: • Cooperative marketing and sales (new demo) • Internal productivity tools (reviewer tracking, QuickBooks, Shopper Match preview for schedulers) • Better education and promotion of existing features (for both MSP staff and for clients) –manuals, newsletters, more proactive solicitation of feedback. STATE OF SASSIE >

  6. STATE OF SASSIE ADDRESS • FOCUS ON INCREASING AVERAGE MSP SHOP COUNT • (continued) • SASSIE BOARD: • • Small group of SASSIE/ATHENA MSPs willing to dedicate time and effort in advising and guiding future development of SASSIE. • • Quarterly Conference Call • • Annual Meeting in Boston ? • • Online discussion groups STATE OF SASSIE

  7. STATE OF SASSIE ADDRESS Our goals for the next year: 2) Support a wider range of services. Expand what mystery shopping companies can offer clients. Economics of the mystery shopping industry still do not make long term sense – too much work for too little pay. Consolidation, increase in perceived value of service, or specialization / diversification is likely to happen. Specialization in markets, diversification in services (PDAs, IVR, desktop surveys, testing and polling, Data Mining). Kind of a dangerous strategy – Apple of the early 90’s. If you build it, they might not come ! STATE OF SASSIE

  8. STATE OF SASSIE STATE OF SASSIE ADDRESS Our goals for the next year: • 3) Fight the dilution of the SASSIE brand: • Disincentives for bottom feeders • Give SASSIE and ATHENA users more power to differentiate themselves from one another • Unique users, stronger brand = Not a paradox! • If SASSIE can allow all our MSPs to become unique and strong at what they do best, our brand will have more wider appeal • It requires lots of skill and vision and teamwork to take maximize instead of treating SASSIE like a commodity.

  9. STATE OF SASSIE ADDRESS Our goals for the next year: 4) Make more proactive investments in staff and technology to avoid further growing pains in service and stability (raises, more service staff, improvements to tracker & reporting) * New support number : 1-617-292-8002 STATE OF SASSIE

  10. STATE OF SASSIE ADDRESS Our goals for the next year: • 5) The art of fighting without fighting: How to fight the price war • • War of attrition strategy : short term gain, long term pain • • Progressive strategy - If we can help you.... • Win twice as many NEW clients • Keep your current clients for twice as long • Increase the number and the types of shops current clients are doing • Pay your shoppers in a fraction of the time • Schedule shops in fraction of time w/better shoppers, less flakes • Review shops in half the time • Better shops and better reports • .... enough clients will want that more than a buck or two off shop price STATE OF SASSIE

  11. NEW FEATURES GOING LIVE in 1-2 weeks: THE OLD LOOK NEW FEATURES OVERVIEW

  12. NEW FEATURES GOING LIVE in 1-2 weeks: THE NEW LOOK NEW FEATURES OVERVIEW

  13. THE NEW FLASH DEMOS: • Look 1 (with stops) • Look 2 (continuous, no stops) • New chapters as needed (example: Int’l) • Customizations • Tier 1 : FREE ! Look is same as our site, Audio says “Sassie” • Tier 2 : Pick from available looks • Tier 3 : Also, change logo and text • Tier 4 : Also, change audio • Pricing ranges from FREE to $700 NEW FEATURES OVERVIEW

  14. FlexForms and Table Grids GRID WIZARD DEMO with Colleen GRIDWIZARD IS FREE! NEW FEATURES OVERVIEW

  15. Scheduler Wizard : • Most accurate shopper matching technology • SmartMatch by Zip & Distance does all of the work for you • Ranges of 10,25,35,and 100 miles • Speeds up scheduling by only emailing likely shoppers. • Advance warning of hard to fill shops • FREE ! NEW FEATURES OVERVIEW >

  16. Narrow Zip • 10 miles • Medium Zip • 25 miles • Wide Zip • 35 miles • HAIL MARY ! • up to 100 miles Scheduler Wizard : Automatically finds the best range for each location, crossing state, zip and area code borders

  17. STRIDER WEB FREE SURVEYS SASSIE automatically imports data from 4 sources • WEB • PDA • Desktop Application • IVR: Phone Surveys FREE ! SASSIE Online Reporting FREE ! IVRsurveys.com >

  18. How IVR works with SASSIE Record Voice prompts Customers phone in surveys nightly data pickup IVRsurveys.com SASSIE Online Reporting

  19. Reviewer Tracking FREE ! NEW FEATURES OVERVIEW

  20. PDF page breaks FREE ! NEW FEATURES OVERVIEW

  21. DATA MINING / CROSS TAB REPORTS: • FILTERING: • Select subsets of shops using filters • Filter by shopper demographics: • (“Only shops by 30-35 year old females”) • Filter by specific answers: • (“Only shops where they answered YES on Q#3”) • Export or analyze shop subsets • Plan to implement this filtering on all standard reports NEW FEATURES OVERVIEW >

  22. DATA MINING / CROSS TAB REPORTS: • ANALYZING: • Simple Profiling : Analyze 1 question (like Answer Summary) • Cross Tab Reporting : • Analyze correlation between 2 questions • HEY, LET’S DO A DEMO ! NEW FEATURES OVERVIEW >

  23. DATA MINING / CROSS TAB REPORTS: • PRICING: • If you love it so much, Why isn’t it FREE ? : • -> CRAZY STORAGE REQUIREMENTS • Introductory Special (until Sept 1):$100 survey (one time fee for life of survey) $500 client (one time fee for all clients surveys) • Regular Pricing:$250 survey (one time fee for life of survey) $750 client (one time fee for all clients surveys) • Shop Export Filters: included with survey NEW FEATURES OVERVIEW

  24. Question Type Improvements • Not Applicable / Omit from scoring • Does NOT have to be called “N/A” anymore • More than one option can be designated as “N/A” NEW FEATURES OVERVIEW FREE !

  25. Question Type Improvements Followup Question (conditional requirements) • Who’s your favorite sports team ? • a) Boston Red Sox b) New England Patriots c) New York Yankees • 2. If you answered “A”, answer the following: • How many years have you been a masochist ? • 3. If you answered “B”, answer the following: • How many SuperBowls can you possibly win ? • 4. If you answered “C”, answer the following: • How many years have you been a @#!@!%^&#%! ? NEW FEATURES OVERVIEW >

  26. Question Type Improvements Followup Question (conditional requirements) FREE ! NEW FEATURES OVERVIEW

  27. Question Type Improvements Checkbox Displays Yes : “Yes” or Checked Box No: “No”, Unchecked Box, or Blank FREE ! NEW FEATURES OVERVIEW Yes= “Yes” No=Blank Yes=checked boxNo=unchecked box Yes= “Yes” No=“No”

  28. Self Assign Module PHASE ONE: Pure Self Assign (LIVE) • Can Limit the number of shops shopper can self assign • Same application blocking as regular shop (shopper profile settings: age, gender, day span) PHASE TWO: Hybrid (upcoming) • Self assign for qualified shoppers (MSPA, # shops, Last Shop rating, Average shop rating) • Regular application for non-qualified shopper NEW FEATURES OVERVIEW >

  29. Self Assign Module • WORKS GREAT WHEN: • Large number of shops need assignment in short amount of time (2300/2500 and 1500/1500 on two recent Friday nights) • Shops are EASY • NOT GREAT WHEN: • Shops require a skilled shopper • Client is picky • A higher flake out rate is intolerable • NOT REPLACEMENT FOR SCHEDULER NEW FEATURES OVERVIEW

  30. Form Versioning MSPs can assign expiration dates to questions themselves NEW FEATURES OVERVIEW

  31. Things that Just Missed Going Live • Multi-Session Builder: • Schedule sessions in advance (& assign release dates) • Schedule multiple sessions at once • Schedule multiple surveys at once • Schedule “extra” shops in the same session(example: “Schedule all locations PLUS Loc 101 twice”) • EXPECTED RELEASE DATE: 4-6 weeks • IT’s FREE ! THINGS WE MISSED

  32. Things that Just Missed Going Live • Remote Form Creation Program: • Certified Creator required to act as Mentor • Online exercise • Phone quiz • May be harder than in-person training THINGS WE MISSED

  33. Things that Just JUST Missed Going Live Some Good News and Bad News: • Bad News: Circuit Scheduling Module delayed • Require shoppers to accept shops in groups • Speeds up scheduling • Attach hard-to-fill shops to desirable shops • Incentive for shoppers to travel farther • EXPECTED RELEASE DATE: 2-4 weeks (no, REALLY !) THINGS WE MISSED Good News:This delay makes UNLIMITED LOCATION GROUPS possible ! (Circuit just one specific type of location group)

  34. UNANNOUNCED SUPRISES ! • Unlimited Major Sections • No longer limited to 10 major sections on reporting • Checkbox: “Show all sections” on standard reporting • First Three Reports: • Company Overview • Quick Ranking • 1 Year • It’s FREE ! SUPRISES !

  35. UNANNOUNCED SUPRISES ! • Customizable Client “Skins” • Build a custom navigation bar for any client(using available elements). ATHENA : Can remove SASSIE Logo • Pricing : $500 implementation fee plus hourly labor charges (includes 2 hours of hourly web & graphic design) • ATHENA clients have $500 implementation fee waived. • Beginning of a completely customizable client interface SUPRISES

  36. UNANNOUNCED SUPRISES ! • Question Linking / Cross Survey Export • Link common questions, sections across surveys (esp. multilingual). • Allows for cross survey export, or multi-lingual displays. • Remembers the linkages (unlike current Cross Survey functions) - part of our “Remember Report Settings” initiative. • FREE for Cross Survey module users SUPRISES

  37. UPCOMING FEATURES * Unlimited Shopper Demographics System * Reviewer Payment * Custom Shopper Testing and Certification Systems * Scheduler's Shopper Ratings * Shop Instruction "GateKeeper" (require shoppers to download instructions before being allowed to view survey). UPCOMING FEATURES >

  38. UPCOMING FEATURES * Storable report settings * Location Uploader for MSPs * Return email on manual scheduler * Null – mania * Client Billing Module * Save Report Settings UPCOMING FEATURES >

  39. UPCOMING FEATURES * Response Conflict Detection * Force Shoppers to get instructions *Advanced reporting module * Add 4 new reports to package * City / Distance shopper matching * Branching and paging (Choose your own adventure !) UPCOMING FEATURES

  40. UNANNOUNCED SUPRISES ! • COLLABORATION MODULE • Allows SASSIE & ATHENA MSPs to team up and take on gigantic accounts. • SETUP: Loc Subset A & Survey Copy PRIMARY Loc Subset B & Survey Copy SUPRISES SECONDARY Locations PRIMARY Surveys Loc Subset C & Survey Copy SECONDARY Loc Subset D & Survey Copy SECONDARY >

  41. UNANNOUNCED SUPRISES ! COLLABORATION MODULE How it works: Shoppers PRIMARY Shoppers SECONDARY CLIENT PRIMARY Shoppers SECONDARY SUPRISES Shoppers Two pay options: Primary pays SM for all shops 2) Each MSP pays SM Client views all shops through Primary’s system SECONDARY Shops import nightly, with kickback option for rejected shops Shoppers get paidby each MSP

  42. THE BIG ISSUES: 1) How can SurfMerchants prevent "bottom feeders" from getting SASSIE and driving down market rates for established SASSIE/ATHENA MSP's ? THE BIG ISSUES >

  43. THE BIG ISSUES: 1) How can SurfMerchants prevent "bottom feeders" from getting SASSIE and driving down market rates for established SASSIE/ATHENA MSP's ? - increase pricing for new clients - shop minimums THE BIG ISSUES >

  44. THE BIG ISSUES: 1) How can SurfMerchants prevent "bottom feeders" from getting SASSIE and driving down market rates for established SASSIE/ATHENA MSP's ? • 2 year Sassie Elite Program: • $500 in modules per complete year on SASSIE • 1 hour free development each month (non-accruable) • Extra bonus for three year companies: • Permanent Freeze on hosting fees THE BIG ISSUES

  45. THE BIG ISSUES THE BIG ISSUES: 2) What can SurfMerchants do to help SASSIE/ATHENA MSPs get more shops / more clients ? • Marketing Materials : • • Client Flash demo • Client Manual • SmashCaster • New features geared toward : • - Getting more shops from current clients • • Palm • IVR • Desktop • ICR • Competitive shops • • Followup Shops •Employee Training • - Getting clients in new markets • • Data Mining / Cross Tab • FML (audit & inventory) • • Testing •Polling • - Getting bigger clients • • Collaboration Module •Self Assign • • Scaling server architecture: •Load Balancing •Multiple BEMS •RAID-5 >

  46. THE BIG ISSUES THE BIG ISSUES: 2) What can SurfMerchants do to help SASSIE/ATHENA MSPs get more shops / more clients ? Let us help you with big sales presentations Tell us when and why you win or lose a bid Show us past or present RFPs Tell us WHO you lose bids to and what you need to beat them next time.

  47. THE BIG ISSUES THE BIG ISSUES: 3) What can SurfMerchants do to help SASSIE/ATHENA MSPs not come across as "just another company with SASSIE" ? • -Customizable Sassie Skins • -Customizable Client Flash demo • Upgrade Modules • Custom Reports • Custom Shop Displays • Custom Form Layout - FlexForms • Customizable Client Manual • Individual Shopper Testing Program • Individualized Advanced Shopper Profile (unlimited demographics)

  48. THE BIG ISSUES THE BIG ISSUES: 4) What can SurfMerchants do to help SASSIE/ATHENA MSPs compete against the giants ... against IVR ... against other platforms/alliances? • -Collaboration Module • -Installed Shopper Base • Offer cost effective customizations to emphasize individualized service (SASSIE SKINS, custom reports, etc..) • IVR • Full range of data collection input methods (PDA,Desktop, ICR, Web) • Get clients up faster than many of the giants (esp with self-Location uploads) >

  49. THE BIG ISSUES THE BIG ISSUES: 4) What can SurfMerchants do to help SASSIE/ATHENA MSPs compete against the giants ... against IVR ... against other platforms/alliances? • Cutting Expenses : • • shopper payment systems • client billing • Session builder • • reviewer tracking and payment • Better Scheduler • • Spellcheck for shoppers • Response conflict detection, • • Improved question types (flexible N/A, multiple N/A) • - Branching and Paging • - FlexForms • - Unique shopper testing programs • - Unique shopper demographics systems • - Industry wide statistics and universal question bank.

More Related