3 DEMO New Fieldwork Tools

so to talk more about the bottom line uh increased efficiencies we're going to have Boris walk us through some new fieldwork tools and I will hand it over to you bores thank you awesome so um as as Eric said I'll quickly guide us through uh all of the efficiency improvements and optimizations that are built into shop metric CX and something that I will emphasize continuously throughout today's presentation and we have emphasized in the past is that the two applications shop metrix classic and Shop metrix CX are parallel implementations that coexist together and are designed from

the very get-go to coexist together so all of the activities all of the operations that I complete in my classic system have some form of impact and carryover into CX and uh vice versa for administrators now live on your training websites but also uh coming very very soon uh to your production websites again the navigation item leading to shop metric CX is available in your navigation as uh item number two clicking on this item will open up shop metric CX in a new tab allowing you to work simultaneously in both applications uh so that during

your initial migration certain processes can take place in shop metric CX versus other processes that are preferably done in classic obviously there is a user habit migration that will happen over time but we invite every one of you to give it a go on your actual websites uh actual training websites but also on your actual websites very very soon now from the standpoint of the shop metric CX navigation just a quick walk through uh we have included the main key core process areas that are relevant to running fieldworker assisted operations on our platform those process

areas are panel management project setup and management operations which includes jobs planning execution and delivery Administration and Finance Management operating with both the billing site and the pay interfaces so immediately as a difference from our previous presentations of shop metric CX the navigation has been adjusted to include many more items and in some situations as we will see throughout today's demo those items do uh load essentially interfaces that you're very familiar with from working in shop metrix classic so enough said on on the navigation and if you want to understand more about user H uh

user efficiencies and user experience and our overall user interface I invite everyone to watch the previous recordings available in our knowledge base or simply give it a go on your training website so what I'm going to do now is take you through a very similar a very simple uh process by of creating a new client program running on my website and hopefully I'll be able to illustrate how efficient this operation has become with the addition of shop metric CX into the mix so I'll open up my client list I have many active projects currently running

I also have a couple of prospects that I'm working with hopefully to convert a sale a successful sales process but uh what is my priority today is simply starting a new client from scratch so uh I I will set up my uh company here I've titled it unicorn tools for today's presentation uh this is a do-it-yourself chain located in the US the only thing that I'm going to do is provide the name of the client and here expand the industry section and simply select the this client is a do it yourself store and save my

new client record now as soon as I save my record the chop metric CX application is going to start taking me through a guided setup experience The Guiding section is uh located on top of our client record and this is where we first meet our advisor the adviser is going to tell us what issues there are in our current project as well as how severe they are how immediate they are for us to address in order to successfully execute fieldwork project and if I don't know why an issue is an issue I can simply click

on it interact with the adviser open up my knowledge base telling me exactly in this case why I need to create custom properties under my client I'll close my view here and what I will do is I will start Ma using the advisor as a stepbystep instructional guide on how to set up a full client out first hit the Go Button my first advice that tells me that my client doesn't currently have any custom properties now everyone here is aware of what custom properties are uh they are ways for us to segregate all of the

data under the project compare individual units and also delegate access as our interface for creating custom properties and B is telling us over here now as I start working with the custom properties what I'm going to do is follow the different groups of custom properties that have been setup for me in this casee I have organizational levels first so what is the organizational structure of this client I have a regional manager hitting enter moves me to the next one and I have a location manager now I'll simply hit Tab and I'll open up my location

attributes now under my client I have been provided with two types of attributes location size and location type and here I have instance attributes so these are custom property is that I'm going to populate not on the location level but rather on the individual jobs one such attribute typical is to have a scenario so with all of these in place I'm actually in a good position to start running my field workor if I have certain operational properties that I want to add or if I want to include some Financial metrics to hopefully tie all of

my results to financial performance at some point down the road I can do so from this screen or I can do so after navigating to the other screens available under my client so I've now set up my custom properties and if I switch to my custom properties tab here I can see that they are available under their respective groups so what I need to do now is follow my next piece of advice which says that my locations haven't been created following the advice I can simply say well let me import a couple of locations here

I have a quick cheat sheet with some locations to be pushed under the client I have uh 18 locations that I'm going to do field work for today and they have just some basic Geographic data uh for me to start running the project and also some custom properties I'm going to come back to my browser here paste the copy data from the ex Excel hit import make sure that everything that I'm importing is mapping correctly to the fields that the system expects and submit my mappings now here again we are um in a way um

loading the classic system and the classic experience which many of you are going to recogniz into shop metric CX because it it has a good place uh to be to fall in and it actually is very very efficient to work with so as soon as I close my import interface my advisor has refreshed and it's now telling me what is the new state of events it's telling me that I did import my locations but they are not currently du coded now in this demonstration we're actually talking about the first time uh that we're showing automated

je coding and I know I don't know if you blinked and missed it but our advisor quickly updated itself and told us that in the net juk called the locations all of a sudden got away from us so if we were actually looking at the locations tab here under our individual client we can see that all of the data that that I imported has been located in under the client and has been populated but in addition to that without any form of intervention from my side all of the locations have been je coded automatically and

have been associated with their Google counterpart using Google's J coding API called the Google place ID now this is a a point where I should say that in shop metric CX a lot of automated features are going to rely on integration with Google's API for for which your companies would need to provide individual Google API Keys only having to provide that information we you can feed the key into the application have it configured to automatically GE code any locations that you put into the system so that you have accurate GE coordinates and also a direct

connection with Google as GE data provider so without any real input from my side my locations have just been improved drastically in addition to automatically being du coded I can see that also automatically there is added uh value and an additional uh value proposition here that reviews are automatically being collected and analyzed directly under a client that I'm setting up why is this happening uh because I want my clients to also benefit from additional information that Google can provide in this situation which is the most recent and most relevant reviews for each of the individual

locations now if I were to have a look at any of those individual locations I can open up the individual location record have a look at the newly provided du coordinates which I didn't have to do anything to get have a look at the custom properties that I provided everything in one place everything easy to access as well as quick access to the individual location reviews that I have collected from Google and based on what the adviser is current currently telling me are now being used to calculate sentiment and also map to an existing customer

Journey Great Value add for my for my new running project now for me to be able to actually go and open up fieldwork for this new project I need to Simply have a look at my last piece of advice which is telling me there are no survey forms under this new project what's a good way for me to resolve that issue let me just follow the piece of advice again it automatically opens up my survey doer in a new tab where I'm going to say that I have a new form mystery shopping form for unicorn

and I'm just going to save it now I'm going to use the form as a shell uh if you don't know how to work with survey Builder V3 we um urge everyone and recommends to everyone that they spend some time in this new version of the builder of the survey and the survey engine so that you acquire knowledge on how to work with this very very powerful tool but for today's demo what we only need to do is create a form that we can then reference in our fieldwork execution and now we are back in

our unicorn tools client in my initial browser Tab and I see that now there is a there is no need for concern because my my adviser is telling me that that there are survey forms under my client so I've provided locations I've provided survey forms I've provided custom properties under the client I've done so without the talking probably for two and a half three minutes what I want to do now is complete the step of planning the fieldwork for this individual project if I were working in shop metric Classic this would happen in the route

manager now if because I'm working in shop metric CX I would do so uh I will complete the planning using work orders which are basically the evolution of routes in shop metrix CX here what I will do is simply open up a new Express work order Express meaning that a lot of the setup will be done for Me by simply completing this simple form so I have my unicorn project here I have the name for my work order let's say this is work order for unicorn tools and this is going to be for the month

of August and I'm going to deliver mystery shopping in person regular normal compliance shops I need to deliver all of the work to my client by the end of August because this is the agreement I have with my with my client I will use the newly created unicorn form that I just set up and I will use all locations that I created under the project as active in addition I'll designate that field work starts on August 1st and ends on August 30th giving me one day to make sure that I can resolve any issues in

execution here I will also type in my reporting campaign so notice that there is now a distinction between the project internally which is the name and ID of our work order and how the data is going to be presented to the user which is the reporting campaign this creates a unique Advantage for shop metric CX with the capability to break down projects into operational projects and projects in the context of reporting and aggregated and aggregating data under a individual reporting period so I'll simply say that my pay rate is $15 per each inspection I will

save and with that my work order is going to be created automatically now I won't emphasize too much on what a work order is and how it uh and how it improves the uh interaction for the user but in summary a work order is a unique combination between individual locations and individual surveys that need to be visited with those uh for those to need to be used to collect data for those locations as well as a lot of automatically calculated kpis related to scheduling difficulty so in this case the work manager is telling me for

this work order a lot of your field work is occurring at places or at times that you simply don't have good field worker coverage now I could go into individual lines and start focusing on what those issues are potentially but because I have a lot of time to execute the work I'll just play it safe and I'll send everything to the job board by selecting all my work order lines and hitting execute very similar to how I would do it in the route manager however as soon as I execute my work order lines what's going

to happen is against each element of my work order against each line in my work order I'm actually going to see a unique job identifier that is tightly linked to that individual line and and in addition to that my execution progress chart here is telling me that all the work went from pending planning all the way out to the job board and now I can start collecting applications get some desirability indications of what is going out what is going on in my job board so at any point in time I can actually use the workorder

as a starting point to Simply open up my jobs Explorer by using our view jobs command so all of the work that I just issued has now transitioned from the planning phase to the execution phase and this is actually where our demo is going to move to I'm going to close my client record here because I've done everything that I need to do as a top level user and I've transitioned from setup and defining requirements for a very very very simple project to having completed my planning because I completed my work for design and now

going into execution so execution essentially means interacting with the individual jobs again if I want to focus in on a project I can do so by using my work order filter so I can do so for my brand new project here sorry uh let's say for a work order that I've already set up and submit my filtration so this is the first time that I can actually isolate an individual project a single collection of work that needs to be completed and focusing on that on my jobs Explorer now the jobs Explorer is a general view

it doesn't necessarily serve any individual purpose other than for example selecting work opening the individual surveys and potentially opening up oop sorry opening up uh book processing options to say either uh setup related changes here or date related changes so anything I can modify on the individual job level from the B processing however once I do start running work I can actually focus in a lot on all of the surveys in different areas by opening dedicated Tools in my execution so for example if I open up job spanning allocation this is the screen that shows

me all of the job jobs that need to be allocated to somebody previously the term that we used is job spending applications so that's the terminology equivalent for us to mark down what do we have here we have an automated filter submitted so we all immediately see all the work that is in that respective stage and we also see a very prominent kpi on top telling us that three of the jobs currently on the job board have already exceeded their field work period so this is an immediate action item for any scheduler or any project

manager to just take action and either manually assign this work or talk with the client on how they can resolve this specific issue considering that the fieldwork period has been broken if I were to now remove my kpi I can focus in on the other jobs here I also see next to each individual job what is their desirability indicator desirability helps me see out of uh helps me see how desirable the job is on the job board using the uh using a calculation comparing how many people have seen the job versus how many people have

actually submitted an application if I were to say focus in on jobs by simply sorting a column or grouping by a Col or filtering by a Col and let's say focusing on a job that has a lot of applications it it seems that it has a little bit lower desirability 16 people have seen this job and only nine of those have decided to apply regardless of that it is the point where I can actually say I want to allocate this job let me see what options I have at the moment I'll simply select the role

for the job and open up my allocation assistant the allocation assistant is going to give me the primary kpis relevant to working with jobs that are pending allocation what are those kpis well obviously have my job contexts all of the information relevant to this individual item of work unit of work individual job so how many what are my eligibility filters so who can participate what are my auto assign filters if the job has been applied for already it appears that nobody is matching those specific criteria what is my work period what is the type of

work that I'm delivering and most importantly what is the location now scrolling down I can see four individual kpis calculating automatically how many days in between the start date and end date are actually available field days this takes into account uh blackout definitions it takes to account the current date and also takes into account rotations and assignment quers available in shoer profile filters in addition to that it calculates our views kpi applications kpi and respective desirability which is the outcome of the views and applications our advisor is going to always be available in all of

the screens focusing on setup issues or operational issues issues in this case telling me this individual location has not been du coded if you're the right guy to fix it Go and fix it on the side here I have my time window which is actually a calendar depicting all of the available dates for the fieldwork execution blackout dates or dates that are in conflict with let's say rotations or assignment quotas would be uh grayed out so that I know in advance they're not valid dates for this inspection lastly my schedulers and my project managers and

myself have access to the pay at that individual location for this specific type of work indicating how much my fixed pay rate needed to be to be for the work to get successfully submitted at the bottom here we have our applications list and in here we are actually surfacing not only is the individual application valid or invalid but in the cases where it is invalid why is that the case so here I can see that this individual applicant has been rejected uh due to a rotation for the project which after they submitted their application changed

and also I can see that the application in general is in conflict with the eligibility filter I have a couple of valid applications here and one of the end that is now falling on a blackout date so not something that I want to approve I can also see a couple of tags which is a New Concept in shop metrix CX relevant to the field workers that have posted applications in this case I can see that individual field workers are new registered in the last 30 days or simply have been said to do not hire after

participating in a previous project now if I want to for example check out who has applied to do it on the first I can simply use the calendar as a filter for the for all of the submitted applications double clicking on the date will simply remove the filter and I can see all applicants again now in this case I'm not sure that these are the best people for the job so what I can actually do is open up my eligible field workers list where the system is going to evaluate everybody that's in the vicinity of

the location and indicate out of the eligible users who has applied for the job and who hasn't applied for the job and if I were to say um can I find users that can do the job let's say on the sixth this will automatically filter my list and I can go switch uh continuously switch dates until I find a date on which individual participants can actually be involved in the project now it appears in this situation that my user Miss Vega here is actually quite competent and quite eligible for the job and I will uh

will proceed to Simply select them and approve their application to do so I will open up my job allocation request and I will see that I'm approving this individual I am selecting their uh desired plan date automatically uh it will automatically update my due date for the respective visit so I will know that they need to report back the completed survey uh by August 2nd and in addition to modifying the dates of the execution either fully automatically or by my own personal demand I can also modify the pay for the respective job so I can

say the base pay pay of this job can be diminished a little bit but I do want to impr approve a little bit higher pay reimbursement so that I can modify the user with the J uh with the jobs uh added expenses so this is a way for me to be an active communication with the user and at the time of allocating the work to them I can actually say modify the individual values and simply hit save to allocate the work to this individual so job well done for me I've allocated one of my surveys

let's see how everything else is looking so I'll switch to my allocated job screen allocated jobs works with all assigned surveys that are currently pending execution pending completion from the field workers and in some undesirable cases I are either overdue which I can again see from our initial list here or in other cases are actually not scheduled what me what does not scheduled mean it means that these individual surveys don't have a schedule date now in shop metric CX this is a big issue equally as big as a job becoming overdue why because the system

doesn't have a good reference point on when this individual job needs to be completed I need this information the system needs this information in order to calculate when Shoppers can visit the locations and also when preventing rotation conflicts blackout date conflicts and quota conflicts make sure that they have a valid individual point in time at which the job is intended to be completed in addition to this KP I actually also see that I have a couple of jobs that are current scheduled for today but those jobs are currently pending acceptance so this is actually an

actionable kpi for me immediately I can get in touch with those individuals here and send them an email directly from the application just making sure hey guys you have an assignment in your inbox but you haven't accepted it and it's due today what's going on if I don't have time to wait I can simply click on the user profile and have their phone on the screen in less than a second so this is how I can now easily interact with allocated surveys in some situations the surveys are actually going to need to be reallocated oh

that's easy enough for me to do I have my allocation assistant available throughout all of the stages of fieldwork execution prior to the job being submitted so I can select my job and I can say allocation assistant are there other individuals that are eligible for this specific piece of work so going to the list of eligible field workers I can locate other individuals in the vicinity of the location and potentially get in touch with them and tell them there is an opportunity for you to get someone else's work because they're not accepting it how would

you like to participate in this project and when can you participate for this in individual job and when I open up my allocation screen I actually will need to manually Define the the valid field work days for that individual field worker and that individual job based on their preference and based on my project rules and automations I'll leave that for another goal lastly in the cases that well jobs do get declined in some situations there's also a dedicated decline jobs view again and offering quick kpis understanding how desirable jobs were on the job board and

allowing me to make decisions whether I want to post individual surveys to the job board or reassign them manually depending on how much time I have to execute each individual project so just from the standpoint of working with uh allocated jobs and jobs spending allocation there are a lot of immediate benefits for me that the system is delivering uh on on the screen that and helps me guide my helps guide my future decisions uh in addition to the kpis listed on top each individual job comes with its own respective tags indicating what are the current

issues and um let's say descriptive attributes of the jobs such as Jobs not scheduled jobs overdue job spending acceptance or simply some jobs are accepted other jobs are packaged and so on and so on so at every point in time there are severity indications of any form of expectation and kpi in the system and also informational taxs that help me make quick informed easy decisions in allocating fieldwork and before we move to the next section of our PowerPoint I do want to uh to have a look at our new pending validation screen that focuses on

job spanning validation giving me a quick outline of our validation cue indicating where potentially there are some delays in the execution of the validation process but also listing the individual surveys again with quick references and quick context in uh relevant to the individual jobs but most most importantly surfacing quality control Awards which is another New Concept unique to shop metric CX water quality control a words well these are indicators again with different types of severity uh for the jobs that have been submitted by our Shoppers in this situation uh such as the system detecting identical

images or very similar images uploaded um issues with the the date of the survey being completed and also the defined requirements for blackout date or schedule date so in this situation the job that I'm looking at it's actually very very bad because it's telling me that the survey date that was uh May the 12th in this situation is not only falling on the blackout date but also it wasn't even the the the scheduled date that the Shopper told us they're they're going to do the inspection on and this is an immediate kpi and a for

validators to take action even though in our demo scenario it took a couple of months but in a normal situation this would be on a work that users would immediately action on and try to resolve and if I were to Now open up any individual surveys those quality control components would be listed there as well for example I opened a survey that has quality control word related to attachments so if I scroll this coffee shop mystery visit I can actually see that this Shopper has uploaded images very similar to other images on my website or

completely identical to other images on the website so this is our new quality control capability that can be configured and enabled on your website to automatically detect similar IM Imes uploaded within different surveys or even within the same survey so following my QC AER I can actually open up a comparison screen indicating okay in the current inspection this is the image that was uploaded but it's the same image that was uploaded in job number 12 to8 so this is an immediate way for validators to catch potential issues and also react to those very very very

quickly and efficiently and lastly I do want to emphasize the fact that in addition to micr managing the jobs in the jobs execution section project managers schedulers high level users can also monitor work completion using their General work orders in progress screen this screen offers quick access to the individual work orders and allows me to see if there is work still pending planning or all of the jobs for the work have been submitted and uh or rather issued to the job board and allocated and in addition to that allows me to Simply open up an

individual work order very very quickly and use it again as a project progress report and also as a direct connection to my individual jobs either on the job board or allocated for completion to other users we invite you to uh have a look at these new efficient building tools interact with them interact with the filters interact with your words share your feedback and let us know how everything feels in shop metric CX Eric back to you for the second part for the presentation all right great thank you Boris