spectos general presentation & portfolio
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Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Better controls means better results.Improve business performance through continuous monitoring.
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
By combining the voice of the customer with operational data, our solutions enableyou to manage your performance on a day to day basis.
Are you getting the complete picture of your operations and your customers?
Big Data – Operations, Processes, SensorsSmall Data – The Voice of the Customer
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Founding Story
Spectos is an independent Market Research & Technology Institute.
Founded in 2001 in Dresden, Germany, by Niels Delater, Spectos has been providing industry leaders with individual solutions for decades.
Corporate Philosophy
At Spectos, we believe that real progress comes from continuous effort day by day.
It starts with understanding processes and operations from the customer’s perspective, as well as not only listening to, but learning from the voice of the customer.
The Team
The team has been successfully supporting clients around the world for over a decade.
Spectos has built up a team of researchers, engineers, designers, mathematicians, data analysts & account managers to successfully manage customer requirements.
The next generation of market research based on Lean Six Sigma in real-time.
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Real time insights for better business controls.
Touch PointsSocial NetworksDatabasesCloud PlatformsSensors (IoT)
Customer FeedbackPanel FeedbackTracking & TracingBig Data (Sensors)Outbound
Real-Time AnalyticsCustom DashboardsBenchmarksAutomated ReportingAccess Everywhere
Act InstantlyAssign To Do’sWork as a TeamInvolve the customerAll in One Platform
Continuous monitoringLong-term changesMore knowledge
Connect Measure Analyze Improve Control
Spectos Software makes it easy for your team to manage performance & improve day by day.
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Take things into your own hands with your real-time business performance management system.
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Panel ManagementReliable results for your measurement
Individual panel solutions, designPanelist training, managementService center
Service CenterHighest level of availability
Recruit, collect results for measurementsProvision of help desk, first level supportRecord, answer enquiries via all channels
Enhance your system with professional services
DigitizationEliminate data clutter
Measure overall total resultsConnect digital & electronic channelsManage customer interactions
SupportOn-going assistance for your system
Provision of comprehensive reportsEased integration into existing processesClose, long-term collaboration with clients
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Monitor performance and use valuable customer& employee feedback to improve your performance
Define feedback channels: hotlines, service centers, front desk, websiteCollect feedback continuously, throughout entire organizationIncorporate employees, customers, partners with team invitationsAnalyze long-term developments, trends, historical dataAssign to-dos and tickets for immediate responses and actions
Enterprise Feedback Management
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Learn from customer interactions at all touch points to improve your products & services.
Customer Experience Management
Define crucial KPIs and touch points for customer experienceContinuously collect data from customers and systemsAnalyze results automatically and in real-timeAct instantly by involving your team and front desk staffReceive alerts for critical situations and monitor your CX day by day
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Increase customer satisfaction by monitoring service performance from the customer’s perspective.Service Quality Management
Define your customer & employee satisfaction measuresImplement a measurement system to capture the right dataUse reports such as Net Promoter Score, Ranking, Benchmarks Review results regularly with the entire team and incentivizeClose the gap between customer expectations and delivered service
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Improve service quality controls in the logistics industry by monitoring transit times.
Transit Time Monitoring
Design statistical measurements according to international standardsEstablish a sender/receiver panel for continuous collection of responsesTracking & tracing of items to analyze single process stepsIntegrate RFID technology for further analytics and live alertingReal-time analytics and official reporting according to EN13850/EN14534
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Complaint Management
Identify & handle requests, complaints quickly to never lose another customer.
Complaint Management
Connect all request & complaint channels and systemsImplement an alert system to be notified for crucial complaintsRespond quickly to improve the customers experienceAnalyze complaints with advanced reporting and locationing toolsInvolve the entire organization for the quick handling of complaints
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Our most loyal and happiest customers were faced
with the same challenges as yours.
Operation ManagersQuality
Managers
Customer Experience Managers
VPs of Marketing
C-Suite
Franchise Improvement Managers
Today‘s organizations require tools that are simple to understand and use.With over a decade of experience working with some of the world’s largest organizations, we have developed a system to drive performance and to give you all the controls you need to achieve better results.
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
We are proud of the work we do at Spectos, including all of the loyal customers who trust in us.
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Sabine Frahm,Senior Consultant
We have supplied clients with over
1,500projects, growing daily
We have generated over
250,000,000records for our clients
We have over
150skilled employees
Ringo Großer, CIO
My daily tasks are so varied and complex that there’s always something new to do at Spectos. I feel a sense of achievement and always learn something new by the end of each day.
“
and speak over
20languages
Spectos Facts & Figures
My main area of work is service quality monitoring in the postal industry, specifically transit time measurements. I manage projects for individual clients from the initial planning phase to the provision of results and support my colleagues on various topics.
“
Spectos Performance Management in Real-Time. All rights reserved Spectos 2001-2015
Niels Delater Phone: +49 (0) 351 320 25 [email protected]
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