1. Enhancing Customer Experience The one stop solution to customer care A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd Do you have a problem tracking your customer demands? Do you believe improved customer service will increase your profits? Would your business benefit from handling your customers’ requests more effectively? Do you have a quality product that requires quality complaint handling to support it? Do you want your business to gain a competitive advantage over your competitors?

2. Enhancing Customer Experience Company Profile Corporate Overview Bizoft Solutions Ltd was founded in 2005 to provide Information technology solutions for Small and medium institutions. The company has since then pioneered in development of Customized High Performance Network-based Software Solutions. Bizoft Solutions makes complex IT solutions available at affordable rates and most importantly, tailor made to suit your exact requirements. We continue to be an innovator in customized software solutions in this region with unparalleled response and fix times. Product Line Bizoft Customer Voice - Customer care MIS for learning institutions Bizoft Real Estate Management software Bizoft Cyber Café The Team Caesar Waganagwa – Chief Executive ( Bsc. Hotel Management, Switzerland) Alex Barasa – Managing Director (Bsc, Information Systems, South Africa, ICT Consultant) Esther Nyokabi – Marketing Director (BA, Marketing, Switzerland) Paul Njuguna – Busines Development Director (Bsc. Business Administration, Ontario Canada) Jane Wangui – IT Manager (Dip. Computer Studies, KTTC Nairobi). A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

3. Enhancing Customer Experience Background Many companies work hard to successfully market and sell their products and services. Increasingly, they are focusing training and resources on attracting new customers. But, if it costs six times more to attract a new customer than it does to keep an old one, why, then, do so many companies continue to lose so many of these same customers they worked so hard to get in the first place? More customers (42%) leave because of 'indifference' on the part of the company than for any other reason. Not bad product, not bad experience, just simple indifference. "Once they got my business, they didn't care." Making customers feel that you are sincerely glad to hear from them is not just smart business today, it could be critical. A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

4. Enhancing Customer Experience Introduction to Bizoft Customer Voice™ Bizoft Customer Voice™ seeks to enhance ownership and accountability levels amongst the team members on the line of service delivery to your customers. Having a dedicated team to track all guest requests/complaints to completion goes along way in making your customers feel appreciated. For the silent customers who will never complain, the Customer Relations module will solicit feedback of the customers by asking pre-set questions at random. The answers will be rated at a click of a button, thus providing for an opportunity to know what the potentially “silent” customer thinks about your services. The software also gives an opportunity to members of your team to log in observations attributed to any department that would impact on customer service delivery. The software has very effective escalation features to ensure that every request/complaint or adverse guest comments are attended to on time. Report generation has never been easier. With Bizoft Customer Voice™ you can sort and generate numerous reports using different criteria. The busy executive who wishes to have a glance at how his customers are being handled has access to a dashboard which displays daily, monthly and yearly Key Performance indicators in graphic formats for faster interpretation of status. A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

5. Enhancing Customer Experience A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd Customer RelationsCustomer Link General Comments Request Action FeedbackQuestionsFeedbackEscalation Escalation 1 Escalation 2 Action Observation Reactive Modules Pro-active Modules Reports -Top ten sections -Departmental efficiency -Customer satisfaction level -General comments actions -Customer Link Entries -Staff performance -Customer relations entries -Customer satisfaction level -General comments observations Modules illustrated

6. Enhancing Customer Experience Modules - Overview Customer Link Module (CL) This module enables users to track guest complaints/requests to completion through a 360° feedback mechanism. The guest alerts the Customer Link Center (CLC) and the request/complaint is logged into the system. The CLC reports the request/complaint to the relevant department and follows through until the issue is resolved. Finally the guest is contacted to ascertain his degree of satisfaction. Key features about this module include:. A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd Guest Customer link Centre Department

7. Enhancing Customer Experience Modules - Overview Customer Relations Module (CR) Many customers today will turn to your competitors without giving you a chance to know why they left. It is for this reason that Customer Relations (CR) was designed to track your customers’ opinion about your services in a proactive manner. The Customer Relations Officer will call a given number of customers in a day and lead them through simple questions about services offered in various departments. The user friendly interface enables the system user to rate the various attributes in the course of the conversation. In case of poor rating, the issue at hand is escalated to the HOD via SMS automatically. The level of Customer satisfaction is determined automatically on daily, monthly and yearly basis. Color coding of attributes enables the user to determine adverse comments at a glance. A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

8. Enhancing Customer Experience Modules - Overview General Comments Module (GC) This module was designed to enhance communication amongst all the system users in the organization. If a team member observes a situation which could have a direct or indirect impact on customer service level in any department, the GC offers an excellent platform for sharing the said observation. It is the responsibility of the concerned HOD to take appropriate action and log the action taken thereafter. This is a very useful tool especially for organizations which normally conduct daily briefings for Managers or HODs. Simply print a copy of your GC report as you head for the meeting. The colour coding enables the user to know status of issues at a glance. A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

9. Enhancing Customer Experience Reports A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd The system is capable of generating several reports as can be seen from this window using different criteria: Date(s) Source Section Department Personnel Incase you wish to send a report as an email attachment, the software is equipped with the tools to convert the report into PDF of RTF formats at a click of a button. XLS formatting tool is also available for converting data into Excel.

10. Enhancing Customer Experience Report samples A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

11. Enhancing Customer Experience Report samples A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

12. Enhancing Customer Experience Report samples A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

13. Report samples A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

14. Enhancing Customer Experience Dashboard A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd This is a tool designed to show Key Performance Indicators (KPIs) at a glance. Access to this tool is limited to the General Manager/Managing Director and HODs. Customer Link (CL) KPIs include the following: Total Issues Received Total Issues Awaiting Reporting Total Issues Awaiting Action Total Issues Awaiting Feedback Other KPIs presented in graphic format include: Top ten Issues (GL module) Departmental Efficiency Customer Relations Feedback Monthly Average Reaction Time (CL module) for the entire operation The above statistics can be viewed for Today, Yesterday, Month To Date, Last Month, Year To Date and Last Year.

15. Enhancing Customer Experience Dashboard A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

16. Enhancing Customer Experience Dashboard A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

17. Enhancing Customer Experience Dashboard A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

18. Enhancing Customer Experience Dashboard A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd

19. Enhancing Customer Experience Escalation tools A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd In order to ensure that no complaint/request is forgotten, we have developed a pop up reminder in two levels. The reminder will pop at the HOD level once the allocated Average Reaction Time is surpassed by a duration to be determined by the HOD. If the HOD fails to address the issue, then the pop up reminder is escalated to the General Manager automatically after 24 hrs showing a summary of the pending issues. The reminder has an audio buzzer which reminds the user that there is an unresolved issue needing attention. An optional SMS module is available to compliment the escalation buzzer. If one fails to see the pop-up or hear the buzzer, he/she will certainly not miss the SMS.

20. Enhancing Customer Experience Unique Features A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd Measurability of Departmental Efficiency Networked Flexibility in customizing Different User rights Flexible report generation Inaccessible data base (integrity) Escalation tools (Pop-up/buzzer/SMS) Measurable performance indicators Dashboard (Status at a glance) Easy data entry Customer satisfaction rating Data backup Graphic representation of KPIs

21. Enhancing Customer Experience System Requirement A product of Bizoft Solutions (K) Ltd. Copyright © 2006. No part of this publication may be reproduced without written permission from Bizoft Solutions (K) Ltd Intel® Pentium® 4, Intel Centrino®, Intel Xeon®, or Intel Core™ Duo (or compatible) processor Microsoft® Windows® XP with Service Pack 2 /Microsoft® Windows® 2000 Professional (or Advanced Server) with Service Pack 4/ Microsoft® Windows® 2003 with Service Pack 2 / Windows Vista™ Home Premium, Business, Ultimate or Enterprise (certified for 32-bit editions) 512MB of RAM (recommended) 1.5GB of available hard-disk space (additional free space required during installation) 1,024x768 monitor resolution with 16-bit video card DVD-ROM drive Acrobat Reader