Leveraging Technology to Dramatically Improve Spa Business Performance. Some Challenges a Modern Spa Faces

Transcription

1 Leveraging Technology to Dramatically Improve Spa Business Performance Dheeraj Koneru Founder and Chief Architect SK23 Some Challenges a Modern Spa Faces A True understanding of its own Business Reduce wastage of resources Stay in touch with the Customer Maximize revenue from each Customer Customer issue tracking and resolution Reducing operational errors Employee Management

2 Slide 2 SK23 I want to discuss the visuals we show here. I think there are 2-3 : - Mobile phones, tablets access that we have around anytime, anywhere - Visual of how customer lifecycle is completely managed - Visual of Integration with Telecom provider (SMS) Sudheer Koneru, 8/19/2012

3 SK17 Customer Engagement Models Before we review lets look at another industry that t evolved The Airline Industry

4 Slide 3 SK17 I want to discuss the visuals we show here. I think there are 2-3 : - Mobile phones, tablets access that we have around anytime, anywhere - Visual of how customer lifecycle is completely managed - Visual of Integration with Telecom provider (SMS) Sudheer Koneru, 8/19/2012

5 Customer Engagement Airlines Book tickets online or on mobile phones Check in online and through phones Give customer feedback online Get loyalty points for online check in, bookings Targeted offers based on history of travel Track all preferences aisle/window, veg Airlines Why do all this? Consistent customer experience Save money customer does all the work!!! Less errors no mistake in system Customer satisfaction tends to be high Customer feedback always accurate Know the customer profile and target better Customer loyalty increases Airlines really understand their customers very well through use of Technology

6 Technology can do a lot more than Streamlining Administration Most software systems at present are still focused on streamlining administration Billing and point of sale Quick and error free billing with integrated marketing programs Appointment management Rearranging appointments quickly don t lose appointments Accounting, employee payroll & commissions Save time by daily/monthly tasks quickly These are baseline administration expectations from software TECHNOLOGY CAN DO THIS! Truly understand every detail of your business Help your organization execute at a more professional level Dramatically improve profits and customer experience

7 Lets see Possibilities Users Find Location easier

8 Showcase Services Provide Details

9 9/5/2013 Explain with Videos Viewing Feedback

10 Book Appointments Customer Service History

11 Customer Service Details Frequent Communications

12 Marketing Engage on Social Media Post to social media from your cloud solutions with the context of your services

13 Two Way Interactions Make Decisions using Data Once you use electronic systems to manage your customer relationship lti it opens up a world of rich data at your fingertips Track customer spending patterns Find upsell and packaging opportunities Isolate customer segments which are profitable Cross sell services to right customer segments

14 Targeted SMS/ Programs Guests who get Hair Services and do not use the Spa SMS/ Get 30% OFF on Massage Retain Customers Software does not see everyone as the same

15 Retain Customers Data about your customers help software see each customers unique patterns and habits Retain Customers You can select a set of customers and tailor marketing campaigns to them

16 Retain Customers Regular Skin Care Customers who stopped coming SMS/ Get 30% OFF on next Skin Servces Appointment CROSS SELL AND UP SELL TO LOYAL CUSTOMERS

17 Cross sell/up sell to Loyal Customers Pedicure Manicure Facial Dermalogica Salon Spa Massage Massage Scrubs/Wraps Cross sell/up sell to Loyal Customers You cross sell and up sell to loyal customers how can software help? Auto Coupons

18 Case Study 5 unit chain established in 2003 Considered dluxury market, units range from 10K to 27K sq ft Each unit has health club, spa and salon Collective revenue generation $2.5M/yr $500 average Health Club Membership Fee $65 average massage fee Used Excel and proprietary software previously ROI Summary per Center Investment of $205 per month per Spa Center Efficiency in Appointment book $632+ additional billing/month Personalized Coupons $1000+ additional billing/month Targeted Marketing $900+ additional billing/month Better Inventory Management Avoided $400+ revenue loss/ month 8% savings on Wastage and Pilferage Improved dcustomer Sat St& Referrals Rf $780+ billing per month Added revenue $3700+/month

19 INVESTMENT = $205/MO SALES INCREASE = $3700/MO ROI = 1,704% Company Background Founded In Early 2010 Deep Expertise in Software and Wellness Business Focus: To support salon spa management with: Tools for enterprise management Tools for day to day operations Over 1000 customers Live with Many Large Brands Dozen chains with over 25 centers Largest 250 centers Hosted in AmazonWebServices in New York, Singapore and Ireland Unmatched Service Quality and Availability (99.99%) US Offices in Seattle, Development Office in India, Regional Offices Worldwide

20 Salons spa 18

21 Clinics Wellness centers 19

22 ManageMySpa Modules Personalized Appointment Book Easy to Use IntegratedPOS Memberships, Gift Cards, Loyalty, Retail Marketing Targeted Campaigns, Custom Coupons Loyalty Personalized Service, Loyalty Points, Feedback Employee Schedules, Commissions, Biometric, Perf Inventory Purchase Orders, Actual vs Projected, Alerts Sales Track Sales Pipeline, Effectiveness of Sales Tally Integration, SMS/ Integrated Mobile For Everyone Customers, Managers, Employees Analytics, Social Networking (Facebook, Twitter) The Mobile Advantage Everyone is going to own iphones, ipad s, and Android Phones, and spend a lot of time on them Use these devices to engage and educate your customers Lack of awareness of benefits of several wellness services Hair Spa, Cosmetology, Slimming Educate using apps on these devices Will ensure you SK24 have a competitive advantage Only works with a CLOUD solution!!!

23 Slide 40 SK24 Need visuals of screen shots for mobile apps. We already have from Anand Sudheer Koneru, 8/20/2012

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25 SK25 The Cloud Advantage Right IT investment will lead to Increased customer loyalty Higher revenues by targeted programs Close to zero administration overhead Significant cost savings as systems are embraced Complete transparency in operations Decisions based purely using data Affordable cloud solutions available NOW!!

26 Slide 44 SK25 Need to hit on this point with a visual I feel Sudheer Koneru, 8/19/2012

27 Mobile For Everyone Manager, Owner Access Dashboard, Appmts, Audits, Reports, Call Customers Employee Access Approve Services Done, Commissions Review, Leaves In Store Application Give Feedback, See Services, See other Customer Feedback Customer App Book Appmts, Review Package, Loyalty y Points, See Services/Videos, Give Feedback, See Other Feedback Dheeraj Koneru dkoneru@managemyspa.com