The document proposes a customer satisfaction monitoring solution called WAYO. It allows businesses to monitor customer satisfaction across all service points in real-time. The solution captures customer feedback through various channels and provides analytics and dashboards to identify trends, compare locations and service points, and measure satisfaction. It offers basic, standard, and enterprise pricing plans tailored to business size with customizable features and integrations.

1. THINK WITH THE CUSTOMER
Prepared By: Simon Muraya& Mike Gachui
WAYO TECHNICAL & FINANCIAL PROPOSAL

2. WAYOALLOWSYOURBUSINESSESTOMONITORCUSTOMERSATISFACTION
ACROSSALLSERVICEPOINTSINREAL-TIME
The solution is designed for businesses that are essentially retail based, with a large
customer base and multiple locations.
Key market segments include: Health Care, Banking, Insurance, Airlines, Hospitality,
Agriculture and Education.
We provide our clients with a set of decision support tools that allows them to target
all customer interactions and measure the promise of their services against the
expectation of their customers. Thisinformation is captured and relayed in real time
and we have four main areas of analysis:
THINK WITH THE CUSTOMER

3. Qualitative Analysis:
Capturing and analyzing all interactions and applying data visualization technology to
identify valuable patterns, trends through use of real time graphs and charts.
Capturing and analyzing all interactions by analyzing customer specific comments,
suggestions and complains to allow prompt action at the decisive moment.
Compare service points:
Capturing and analyzing feedback on every service point and getting product specific
feedback for the entire organization.
Compare Locations:
Capturing and analyzing feedback for each individual location/ branch while comparing
each with the entire organization

4. Data display:A dedicated dashboard for data presentation
that can be viewed as reports through
graphs, charts or statistics archived by the
second, hour, day, month, quarter and yearly.
Sentiment
Analysis
Categorization of comments from USSD, Emails,
Twitter,Facebook and Instant Messengers such
as Telegram App based on Positive, Neutral &
Negative comments by customers also by
complaints, compliments and suggestions.
Key Driver
Analysis
This performs an importance - performance
analysis. It analyzes the indicators relative
importance to customer satisfaction and
returns a rank for each indicator.
SMS
@
KEY FEATURES

5. Ticketing
A feature that allows prioritizing specific customer
comments to establish root course and action
taken,
it also generates customer numbers to allow for
quick responses by involving the customer.
Word Cloud
AnalysisAn image composed of words used in comments, in
which the size of each word indicates its frequency.
This feature will quickly illustrate what is being
mentioned at high frequency from the sentiments
captured in a particular location over a given time
period.
Satisfaction
Rate Analysis
This feature captures individual and total customer
satisfaction in relation to time, location and service
point or product. It also tracks and creates trends
for better analysis.
Geo Location
Mapping
Mapping of comments data on a map view to help a client
know the spans ofusage of their products/services plus
also help them understand the difference in customer
needs, expectations and benchmark their regional
performance.

6. Service Point /
Product Engagement
Analysis
This feature allows users to track service points/
products that have been engaged by customers
Net Promoter
Score Analysis
Is an index ranging from -1 to 10 that measures the
willingness of customers to recommend a
company's products or services to others.
Consumer
learning
This is a feature that allows individuals acquire the
purchase and consumption knowledge of products/
services offered by engaging on Instant Messengers such
as Telegram. A dashboard that shows in real-time what
individuals/consumers are inquiring / learning is
also provided.
TIME
PROCESS
Mobile based
survey feature
This feature runs on USSD, Web and Mobile
App. It allows collection of data from any
mobile phone.

7. DELIVERABLES
Initial WAYO
Customisation
Week 1
Basic System Setup
- Establish Service Points/Products, Indicators,
Branches/Locations and platform to develop content.
- Set up Mobile based survey feature (USSD, Web)
- Data display Sentiment Analysis (USSD, Twitter, and
Telegram), Key Driver Analysis, Word Cloud
Analysis, Ticketing, Satisfaction Rate Analysis, Geo
Location Mapping, Service Point / Product
Engagement Analysis, Net Promoter Score Analysis.
- Default WAYO dashboard created.
- System able to start collecting data immediately.
Complex API integration with multiple internal
systems including transactions, customer service
or HR systems.
Fully customisable WAYO dash boards specific to
individual users.
1-3 Months
-Custom dashboard views agreed including
any bespoke metrics.
-Needs analysis to identify ongoing
development solutions.
-WAYO will collaborate on any promotional
materials requirede.g. posters, banners or ads.
Advanced WAYO
Customisation Ongoing

8. Up to 10 Branches or locations
Basic Plan
Data collection done on only USSD and SMS
- capacity to process 10,000 responses per month free above that Kshs 2 per response
- Data Display on dashboard with all the features on the technical proposal above
- Qualitative and quantitative Analysis
- Payment plan is monthly, quarterly, semi-annually or annually
- Monthly is Kshs 125,000.Payments made quarterly you get a 4% discount
Up to 11 – 50 Branches
Standard Plan
Basic Customization
- User permissions
- Ussd, Sms, Telegram, Twitter, Facebook, Web
- capacity to process 30,000 responses per month free above that kshs 2 per response
- Data display on dashboard with all the features on the technical proposal above
- Monthly is Kshs 250,000. Payments made quarterly you get a 4% discount.
Over 50 branches
Enterprise Plan
Everything on the standard plan
- capacity to process 75,000 responses per month free above that kshs 2 per response
- Bespoke customization to your needs
- Monthly is kshs 250,000 plus any additional customization cost.
For quarterly you get a 4% discount and semi-annually.
FINANCIAL PROPOSAL