customer services is not a department. it is an attitude
TRANSCRIPT
Customer Services is not a department.It is an attitude.
• Established in 2001• Headquarter and manufacturing in Budapest-Hungary• 3 subsidiaries• The largest Customer Directing System supplier in CEE • Reseller partners: Europe, Middle East, Africa• Customer portfolio by sector: Finance/Telecommunication/Retail/Public/ Healthcare/Hospitality/Transport
Our technology partners:
3
Subsidiaries and DistributorsSystems installed from Washington to Tokyo
Deloitte Technology Fast 50 CE – 2006,2007,2008Deloitte Technology Fast 500 EMEA – 2007,2008
*Each logo is a registered trademark of it’s own company.
BANKING/FINANCE TELECOMMUNICATION ENERGY GOVERNMENT
• CONSULTING• QUEUE MANAGEMENT SYSTEM• INFORMATION & SELF-SERVICE KIOSK• DIGITAL SIGNAGE• BUSINESS INTELLIGENCE SOFTWARE
ALL YOU NEED FOR EFFICIENCY
• DESIGN, DEVELOPMENT, MANUFACTURING• SALES• INSTALLATION, PROJECT MANAGEMENT• SERVICE, MAINTENANCE• SUPPORT, UPGRADE
ALL YOU NEED FOR A RELIABLE OPERATION
QUEUE AND PATIENTMANAGEMENT
INCREASE EFFICIENCY AND PRODUCTIVITY OF
CUSTOMER SERVICES
Do you know what is the average waiting timein your branch network?
Why is this important ?
A too long waiting timegenerates unsatisfied customers
and less customers served.A too short waiting time
makes impossible to generatenew sales impulses
Do you know how long it takes to sell a new product/service to your existing customer and how long is
the aftersales administration ?
Why is this important ?
The employees sales efficiency hasa new measurement unit.
The effective time spent withcustomers can be measured.
Do you know which branch was the most efficientin sales today or this week ?
Why is this important ?
Reaction time is veryimportant when you make changes
or measure the effectsof a campaign.
Do you know in a specific branch, which employeesperformance are the best ?
Why is this important ?
The employees with the bestresults can be rewarded or
promoted and the less efficientemployees can be sent to
additional trainings.
Do you know that in a marketing campaign just startedyesterday, how many customers were inquiring
the promoted product ?
Why is this important ?
The success and effectivenessof the product, campaign and
channels can be measuredeven immediately.
Benefits from the Managers perspectiveBOARD MEMBERS, CEO, DEPUTY OF CEO, BUSINESS DEVELOPMENT, BRANCH / REGIONAL / SALES MANAGER• On-line monitoring of every event and workforce, anytime and anywhere • Efficiency continuously measured and evaluated• More channels for sales and cross-sales• Multiple statistics related to almost every aspect of the business• Better short and long-term decisions based on accurate and reliable data• Better strategy planning• Higher success rate
MARKETING MANAGERS• Even hourly monitored marketing campaign success• Great long-term savings on printed materials (design/print/distribute/control)• Short reaction time to the market needs or competitors campaign• Evaluation of each marketing channel for the best results with the less investment
HR MANAGERS• Increase in human efficiency by training and/or reward system only where it is necessary• Better overview about the “weak” and “strong” employees• Better distribution of the workforce according to the required services/products CFO, INVESTMENTS• Long-term savings (marketing costs, employment, …)• Better targeted investments (regions, products,…)• Shorter reimbursement of the investments 10
Benefits from the Managers perspective
SYSTEM ARCHITECTURE
Who will benefit from a Queue Management System?
customers managementstaff• reduced waiting times• comfortable waiting environment• waiting time spent usefully• fast administration
• reduced stress level• reduced number of mistakes and errors• increased motivation• increased acknowledgement
• increased sales and cross-sales• increased customer loyalty• increased staff productivity• more accurate strategy
Managers on every level have access to various real-time or near-time statistics:- about employees- about customers- about sales and workforce efficiency
As a result can take immediate actionsand are able to make strategical decisionsin Sales/Marketing/HR/Finances/Investments.
What did the customers says?„ I hate queuing! This is a different wayof waiting”
„ I don’t speak English very well but hereI can use the services in my own languageand I am directed always to a cashier whospeaks it too.”
„ I have sent a text message to my branchto make a pre-registration. It’s that simple.I will never spend my lunch break in thebank again.”
„ I was always treated like a valued customer.With the VIP management policy now I geteven more.”
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• On-line monitoring of every event and workforce, anytime and anywhere
• More channels for sales and cross-sales
• Efficiency continuously measured, evaluated
• Various statistics related to almost every aspect of the business
• Better decisions based on reliable and accurate data, better strategy planning and success rate
iQ
Display 7” touchscreen LCD
Menu Unique design based on company image
Printer 3” thermal printer
Paper roll Thermal paper - Length:130m, Width: 3”
Optional RF receiver for RF staff calling terminal
Power supply 23V DC (printer)
Internal PC-free, custom developed board
Case Corian
No. of cashiers Max. 20 cashiers/advisors
Models Freestanding, wall mounted, desktop
EXE-Q
Display 19” touchscreen LCD
Menu Unique design based on company image
Printer 3” thermal printer
Paper roll Thermal paper - Length:130m, Width: 3”
No. of tickets Average 1300 pcs/roll (with a 10cm length)
Power supply 23V DC (printer)
Internal PC Optimal performance, highly reliable PC
Case Dupont Corian in white color, with fittedmotorized card reader
No. of cashiers Max. 40 cashiers/advisors recommended
No. of tickets Max.5000 tickets/day recommended
Multi-Q
Display 19” /23”/32”touchscreen LCD
Menu Unique design based on company image
Printer 3” thermal printer
Paper roll Thermal paper - Length:130m, Width: 3”
No. of tickets Average 1300 pcs/roll (with a 10cm length)
Power supply 23V DC (printer)
Internal PC Optimal performance, highly reliable PC
Case Metal/aluminium profile, grey coloured
No. of cashiers Max. 40 cashiers/advisors recommended
No. of tickets Max.5000 tickets/day recommended
Smart-Q
Display 19” touchscreen LCD
Menu Unique design based on company image
Printer 3” thermal printer
Paper roll Thermal paper - Length:130m, Width: 3”
No. of tickets Average 1300 pcs/roll (with a 10cm length)
Power supply 23V DC (printer)
Internal PC Optimal performance, highly reliable PC
Case Metal/aluminium profile, grey coloured
No. of cashiers Max. 30 cashiers/advisors recommended
No. of tickets Max.4000 tickets/day recommended
LED 7 SEGMENTCounter display
Red, 7 segment LED technologyPower supply: 12VCurrent: max. 0,25ACommunication connector: RJ485Variable light intensity3 or 4 characters to display ticket numbers65 cm support and connector
LED MATRIX Counter display
Red, matrix LED technologyPower supply: 12VCurrent: max. 0,25ACommunication connector: RJ485Variable light intensity3 or 4 characters to display ticket numbers65 cm support and connector
LED 7 SEGMENTCenral display
Red, 100mm high, 7 segments LED technology for ticket and desk/cashier numberRed, 100mm high, LED matrix technology for directionPower supply: 12VCurrent: max. 1ACommunication connector: RJ485Variable light intensity3 or 4 characters to display ticket numbers, 1 for direction and 2 for desk/cashier number1-4 lines
LED MATRIXCenral display
Red, 100mm high, 7 segments LED technology for Red, 100mm high, LED matrix technology for ticket & desk/cashier number and directionPower supply: 12VCurrent: max. 1ACommunication connector: RJ485Variable light intensity3 or 4 characters to display ticket numbers, 1 for direction and 2 for desk/cashier number1-4 lines
CUSTOMER FEED-BACKTHE 3-IN-1 SOLUTION
LCD COUNTER DISPLAYShows the called ticket number
DIGITAL SIGNAGEPlays adverts while idle
CUSTOMER FEEDBACKVarious client surveys
Local management software
CDS 3.0 Modules
BASIC Basic module
MANAGER Monitoring and statistics module
CLOSING CODES Closing codes module
EDITOR Screen and ticket editor module
VIP VIP customer management module
VOICE Voice calling module
CDS DESK Staff counter calling terminal
- customer calling (manual or automated)- customer transfer (desk, service, member of staff)- start and finish of service- registration of the result of service with closing codes- change of service at desk- managing waiting list and VIP customers- managing breaks- alerts in case of overpassing preset limits
Local staff software
Central management software
CDS Mainframe Centralized Statistics and Monitoring Server Software
• monitoring of entire network activity• global evaluation of workforce• global analysis of customers • taking actions quickly in case of an unwanted event• preparation of more accurate strategy• decrease of overall costs• increase of Customer Services
efficiency• increase of sales productivity
DASHBOARDVISUAL INFORMATION SOFTWARE
• Customized map
• Branches by regions
• Key indicators• Always on top• Quick and easy overview
ONLINE WEB BOOKINGAPPOINTMENTS ON THE WEBSITE
• Integrated into the website• Booking by• Location• Service• Date & Time
• Booking code• Confirmation
SOFTWARE
ONLINET LIVEONLINE COMMUNICATION
• Video chat• Interactive
document or form filling
• Effective support tool
• Quick and easy customer management
SMS ALERT & CONFIRMATIONCREATING A FRIENDLY WAITING
If there are many waiting for the same servicethe system will offer to the customer, thepossibility of entering his mobile number.
During the waiting the customers doesn’t needto stay in the customer waiting area.
The system will send an automated SMS/Textwhen there are only 1 or 2 persons waitingfor the same service.
iBOOKINGSmartphone App
FIND the nearest branch
BOOK an appointment
FEEDBACK about your experience
INFORMATION & SELF-SERVICE KIOSK
DIRECT ACCESS TO INFORMATION AND
AUTOMATED SERVICES
EQUIPMENT
TECHNICAL SPECIFICATIONSScreen: 23” touchscreenCharacteristics:VGA HDMI In/OutUp to 4 USB 2.0 connectionsAudio out / Microphone inmicroSD socket10/100 Ethernet connectionSoftware: Android or LINUX operating systemOPERA or other web browserPDF readerOptional virtual keyboard
WEBTOUCH
Benefits• Services accessible even 24/7 • Staff relieved from many routine tasks• Increased number of daily transactions• Unique advertising tool• More positive company image• Increased sales efficiency• Increased revenue
INFORMATION ANDSELF-SERVICE KIOSK
DIGITAL SIGNAGE &INTERACTIVE WINDOW
WAYFINDING, CAMPAIGN, NOTIFICATION
PATIENT INTERACTIONS
ODS ONLINET DIGITAL SYSTEM
Components: OMP – Onlinet Media Player (local)
OMM – Onlinet Media Manager (central – option)
Formats: PC video and picture formats
Animated presentation
Information Advertising
displayed: Ticketing information
News, Exchange rates, Anouncements
Display of the last 3-10 called tickets
Up to 4 tickers
Sound warning when a ticket is called
DIGITAL SIGNAGE
Benefits• No more printing costs• No more printed material logistic costs• The adverts are out always in the right time and place• The distribution of a nationwide
campaign can be done with a few clicks• The renewal of a campaign can be done with a few clicks• The dynamic content will attract more viewers• The targeted generates more sales• Marketing efficiency increased• More professional image• Profit increased
DIGITAL SIGNAGE
INTERACTIVE WINDOW
Benefits• 24h opening• Adresses the potential customers on the street• Relieves staff from many routine tasks• More time for the real customers• More daily transactions• Increased staff efficiency• Increased possibility of sales and cross-sales• Marketing and advertising costs are reduced• Increased turnover
www.onlinetgroup.com