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TrueView Delivering a data-driven customer experience

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TrueView helps the world’s leading brands capture, track, and analyze what matters most when it comes to customer experience and brand health. With seamless data capture, dynamic reporting, and proven performance improvement solutions, TrueView gives your frontline teams the tools they need to fulfill the promise of your brand.

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TrueView Delivering a data-driven customer experience

  1. 1. TrueView Delivering a data-driven customer experience
  2. 2. Welcome to the world of TrueView Are you interested in a world where customer experience data delivers a complete picture, where frontline teams have the tools to experience what customers experience—and where the data drives operational performance and strengthens brand health? With TrueView, you can make this a reality. As the TrueView team, we want to give you a glimpse into our world. We invite you to sit back, relax, and take the TrueView tour when you’re ready. We’re headed off to help clients transition into the world, where what gets measured gets done, and we’d would love to hear from you. Waiting for our worlds to collide, Scott, Rick, Brett and Jonathan % LRA Hotel (56/43/89)
  3. 3. Now you have to deliver. What’s much harder is managing the thousands of touchpoints that define customer experience for the millions of people you serve. That’s where TrueView delivers impact you can measure. TrueView helps the world’s leading brands capture, track, and analyze what matters most when it comes to customer experience and brand health. With seamless data capture, dynamic reporting, and proven performance improvement solutions, TrueView gives your frontline teams the tools they need to fulfill the promise of your brand. If you’re a seasoned business leader, you know what your customers want. That’s the easy part.
  4. 4. Putting TrueView to work. TrueView is a performance management platform that helps improve brand health. It merges data about internal operating performance and external customer sentiment to paint a comprehensive view of how customers experience your brands. The TrueView platform spans data collection, aggregation, integration, reporting, and analysis across all the touchpoints and brand interactions you want to track. The result? A simple and effective performance management process that teams can actually use to drive improvements.
  5. 5. Data management TrueView aggregates and collects customer experience and operating data into a single, centralized repository. Optimized for mobile devices, TrueView lets you manage data collection on a smart phone or tablet using inputs such as checklists, surveys, photography, and more. Client portal A landing page for all things TrueView, the configurable client portal provides end users with the tools they need to succeed. Create your own assessments, complete self-inspections, review data through a customizable dashboard—all this and more to provide your team with actionable insights to manage brand performance. Assessments With TrueView, you can easily create your own assessments using our customizable inspection checklists. Unit managers can even generate their own self-inspections. Data from self-assessments can be easily integrated into dashboards and other reporting components for a complete picture of your organization’s front-line performance. Action plans Management Action Plans are created to track problem resolution, including corporate approval, as units work through deficient items. Managers can access resources and leading practices related to specific deficiencies in order to accomplish immediate resolution. Waivers With variances in operations by brand, region, and property type, individual checklists can be customized by location to request exemptions from core standards and allow for known variations and accurate data collection. Reporting Custom reporting enables leaders to generate role-based reports, leveraging single sign-on authentication and multi- channel distribution capabilities. Reports can include advanced analytics on demand, integrating external data sources, complex analytics, and cognitive computing. A look inside TrueView.
  6. 6. TrueView in action. TrueView was created in collaboration with some of the world’s leading brands to give decision-makers and managers practical tools to improve performance. Unlike traditional customer experience measurement and analytical tools, TrueView combines consolidated reporting across customer and operating metrics with a management action planning workflow. Data integration Client data, including KPIs and customer satisfaction metrics External data, including social media and market share tracking A centralized archive of current standards to promote consistent communication and execution Dynamic reporting Customized snapshots of field performance to drive focus and action Drill-down capability to generate ad hoc reports and supporting graphs in real-time Searchable online repository of unit-level imagery Management action Interactive tools to help frontline users manage remediation in collaboration with corporate stakeholders Self-assessment capabilities for “mini-evaluations” to reinforce performance expectations Corporate-recommended resources and leading practices linked directly to performance gaps
  7. 7. Dynamic reporting for the way teams work. There are few things worse than reports that don’t get used. TrueView enables insights and action with a reporting platform that is customizable at the role level, authenticated for easy access, and delivered in real- time. Users also have the ability to filter, search, and drill down on key components. It all adds up to reports that frontline managers will appreciate and use: Executive dashboard Business unit ranking Performance trending Standards compliance Geo-located photography Operational priorities Leading practices Remediation cycle time The power behind TrueView reporting is an advanced analytics engine that users can engage on demand. The engine integrates internal data and external data with cognitive tools and automation, so you can focus on the information you want in exactly the way you need. Managers can use TrueView data for any level of analysis, from information about team performance all the way up to aggregated information across properties and brands. Reports can be delivered through the TrueView platform, or by leveraging technology you already have in place.
  8. 8. Powering your data collection and integration needs. Executives in most industries have many different options for tracking customer experience and brand health. Some might say too many. With such a broad range of solutions available, it’s no wonder some companies have trouble making sense of it all. TrueView solves your data challenges with a scalable platform that integrates real-time mobile data capture, social media feeds, market share data, and your own repository of performance standards. So instead of struggling with data complexities, our clients spend their time measuring customer experiences and turning data into actionable insights.
  9. 9. The shortest distance between data collection and performance improvement. Delays between uncovering lapses in quality and taking remedial actions can mean lost customers and damaged relationships. If problems persist, they can become harder and harder to repair. That’s why TrueView focuses on compressing the cycle between problem discovery and intervention. With mobile data capture, cloud integration, and automated communications, TrueView facilitates ongoing communication among stakeholders at all levels of your organization, enabling them to identify problems faster, understand potential solutions, and take the most appropriate action more quickly.
  10. 10. Contact us Scott Rosenfelder Managing Director Risk Intelligence Deloitte & Touche LLP srosenfelder@deloitte.com Rick Reilly VP, Strategy & Research Risk Intelligence Deloitte & Touche LLP rireilly@deloitte.com Brett Rubin AVP, Product Management Risk Intelligence Deloitte & Touche LLP brettrubin@deloitte.com Jonathan Emanuele VP, Product Management Risk Intelligence Deloitte & Touche LLP jemanuele@deloitte.com
  11. 11. About Deloitte This document contains general information only and Deloitte Risk and Financial Advisory is not, by means of this document, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This document is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte Risk and Financial Advisory shall not be responsible for any loss sustained by any person who relies on this document. As used in this document, “Deloitte Risk and Financial Advisory” means Deloitte & Touche LLP, which provides audit and risk advisory services; Deloitte Financial Advisory Services LLP, which provides forensic, dispute, and other consulting services; and its affiliate, Deloitte Transactions and Business Analytics LLP, which provides a wide range of advisory and analytics services. These entities are separate subsidiaries of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of our legal structure. Certain services may not be available to attest clients under the rules and regulations of public accounting. Copyright © 2018 Deloitte Development LLC. All rights reserved.

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