3. Result of CaseCase Problem
● TEB BNB Paribas was using
conventional methods to
survey its customers on
their satisfaction regarding
branch operations
● Traditional feedback
collection methods were
not realtime and were
low-performing in terms of
volume
● Report preparations were
taking too much time
preventing them from
informing their branch
network effectively
● the number of monthly
feedback increased by an
order of magnitude
● TEB BNP Paribas HQ tracks
all branches to identify
improvement areas. They
share their automated
monthly reports with
branch managers and
assign specific targets to
improve service levels
● Customer satisfaction
increased from 79% to
88% in 8 months
● Pisano Kiosks placed on
teller desks in 80 branches,
where the real customer
experience occurs
● Forms with different
feedback flows are
displayed to different
customers to assess
different aspects of branch
operational performance
Case Solution
4. Case Problem
● Lacoste wanted to pay
specific attention its
in-store sales consultants
to improve customer
experience
● To establish a framework
that tracks the employee
and store performance,
Lacoste needed a realtime
customer feedback
solution
● 40% of customers at the
cashier provide feedback
● Dissatisfied customers are
engaged through store
managers
● Staff motivation to provide
service in alignment with
Lacoste brand strategy
improved
● The overall customer
satisfaction regarding sales
staff improved from 85%
to 95%
● Pisano Kiosk placed on the
cashier’s desks in Lacoste
stores
● Created targeted feedback
flows with specific
questions focusing on
store and staff satisfaction
Case Solution Result of Case
5. Case Problem
● BP was utilizing traditional
mystery shopping
methods in order to get
insights on in-store
customer experience
● However, Mystery
shopping was not
providing an accurate
perspective on real
customer experience
● Mystery shopping didn’t
enable BP to get actionable
results
● Thanks to over 2000
feedback per store each
month, BP Operations
quickly identifies and
improves lagging service
points by analyzing weekly,
monthly and quarterly
reports
● Customers that provide
negative feedback are
engaged through call
center operations (i.e.
complaint management)
● 10% increase in customer
satisfaction achieved
● Pisano Kiosk placed at the
cashier’s desks
● Pisano database
integrated with the Call
Center operations via
automated web services
Case Solution Result of Case
6.
7. Case Problem
Volkswagen had adopted a
digitization policy; This
required introduction of
digital sales channels to
Volkswagen Finance
customers in showrooms
● Even though the service
price is relatively high,
62% of kiosk users prefer
completing transactions
online
● Each month, over 175
sales are carried out
through the Pisano Kiosk
integration
● Average transaction
processing time decreased
from 10 minutes to 2
● Pisano Kiosks placed by
the customer sales
representative desks in the
showrooms
● The Pisano Kiosks are
integrated with
Volkswagen’s online
website to channel offline
transactions
Case Solution Result of Case
8. Result of CaseCase SolutionCase Problem
● McDonald’s had third party
companies conduct market
research for their new
products in their pipeline
● Current solutions were not
providing insights on a
regional and national level,
which was needed for their
process
● Collected more than
10,000 feedback from
customers in just 2 days
● The sales volume of
promoted products
increase by 42%
compared to the control
group
● Pisano Kiosks placed in
front of cash machines at
branches
● New products presented
to customers via Pisano
Kiosks at specific branches,
providing an effective
product marketing
environment with a control
group
9. Case SolutionCase Problem
GAP wanted Pisano to help on;
● Improving customer
shopping experience
● Seeking for alternative
sales methods
● Identifying potential
reasons for customers
leaving without making a
purchase
● 8 additional weekly sales
generated per kiosk
● 200 new opt-in email
addresses received per
week per store
● Complaint management
via in-store solutions (e.g.
Lack of big-size products
discovered)
● Pisano Kiosks placed in
fitting rooms, in front of
checkouts, and store exits
● Fitting rooms: Unique
discount code offered to
customers
● Feedback flows that ask
customers their reasons
for leaving without making
a purchase
Result of Case
10.
11. Result of CaseCase SolutionCase Problem
● Tesco wanted to conduct
market research and
better understand its
customers
● They were considering
digital solutions to
increase volume and
decrease the cost
● With the flexibility of
Pisano, Tesco completed a
traditionally long-lasting
market research project
with broad participation at
an affordable price
● 80 Pisano Kiosk placed in
the frozen food aisles
● Customers are surveyed
with various feedback
flows for market research
12. Result of CaseCase SolutionCase Problem
● Adidas wanted to upgrade
its NPS methodology
through receiving
store-based NPS feedback
● 70% of 637 dissatisfied
customers convert to
satisfied ones each month,
through the phone
numbers left on Pisano
Kiosks
● Pisano NPS score is set as
a KPI for each Adidas store
to ensure high level of
customer satisfaction
● Pisano Kiosk placed at the
cash desks
● NPS and customer
satisfaction flows are
displayed on the kiosks
● Also, dissatisfied
customers are called
personally after their visit
13. Result of CaseCase SolutionCase Problem
● M&S wanted to increase its
CRM database for its next
move in ecommerce
channel
● To improve its CRM
database, M&S was looking
for a solution to have
ready-to-use customer
base for the e-commerce
activities
● More than 6,000 opt-in
emails collected monthly
from customers who want
to receive promotional
newsletters
● M&S built a targeted
audience database to
be used as a new
marketing channel that
promotes new products
directly to customers
● Pisano Kiosk placed 33
different stores at the cash
point and in-store
locations
● Customers are asked to be
part of newly establishing
platform
● Legal agreements for the
customer e-mail data
ownership is received
through a single-click over
the forms
