queue management and digital signage to improve the customer services
TRANSCRIPT
and turn it into aPoint of Sale
Business Process Excellence in Financial Services London - September 23-24, 2009
Improve your Customer Services
02
How efficient is your Customer Services?I N T R O D U C T I O N
Do you know what to change to make it EFFICIENT ?And more than that, PROFITABLE?
03
D O Y O U K N O W …
… 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
04
D O Y O U K N O W …
… 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.
05
D O Y O U K N O W …
… 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.
06
D O Y O U K N O W …
… 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.
07
D O Y O U K N O W …
… that regarding 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.
08
T O O L S
Tools to improve your Customer Services
Tools to turn it into a Sales Point
Consulting
Queue & Customer Management System
Management supporting softwares
Consulting
Information & Self Service Kiosks
Digital Signage solutions
09
C O N S U LT I N G
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
C O N S U LT I N G
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Q U E U E & C U S T O M E R M A N A G E M E N T
Ticket dispenser
Main server
Statistics &AdministrationSoftware
ManagementMarketing
SalesIT
Central display or Plasma/LCD
Desk No.1. Desk No.2. Desk No.X.
Counter displays
HW or SW Terminals
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M O R E T H A N J U S T A Q U E U E B U S T E R
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.
13
B E N E F I T S O F T H E C L I E N T S
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
B E N E F I T S O F T H E M A N A G E R S
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D I G I TA L S I G N A G E S O L U T I O N S
Indoor central displays
Interactive window display
Information kiosks
Central management/Monitoring /Statistics
Server
Indoor and outdoorDigital posters
Cashier/Clerk
Media Management
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D I G I TA L S I G N A G E A P P L I C AT I O N S
as a marketing platform as an information board (even out of opening hours) as a branch/customer service
modernization as a self-service platform (even out of opening hours) as a virtual assistant
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New communication channel Attractive Creation of interactive communication Replacement of static images with
dynamic content Higher purchase impulses Cost-efficiency (savings on off-line
design, printing, logistic, distribution, local replacement, other related costs)
D I G I TA L S I G N A G E B E N E F I T S
18
W H O W E A R E ?
• Estabilished in 2001• Headquarter and manufacturing in Budapest-Hungary• 7 subsidiaries• The largest Customer Directing System supplier in CEE • Reseller partners: Europe, Middle East, North Africa• ISO 9001 Certified• Customer portfolio by sector:
Financial/Telecommunication/Retail/Public/Healthcare/Hospitality/Transport
• Our Partners:
*Each logo is a registered trademark of it’s own company.
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W H AT W E D O ?
• Customer Directing System (Queue Management System)• Information & Self Service Kiosks• IT based Marketing Tools and Digital Signage• Management supporting softwares
Design Development
Manufacturin
g
Sales Installati
on Operatio
n
Service Support Upgrade
20
PA R T N E R S H I P W I T H C I S C O
IMPROVE
CONVERT
the Customer Services
into a Sales Point
• HQ : Austria • International presence: 16 countries• Customers: 15 million • Branches: 3200• Profit after tax 2008: 1.5 billion EUR
Installation of Queue & CustomerManagement Systems in160 branches
Phase 1 : 2004-2009
Phase 2 : 2009Installation of Digital Signage Systemsin cooperation with Cisco in70 branches
21
AWA R D S
Deloitte Technology Fast 50 CE – 2006,2007,2008Deloitte Technology Fast 500 EMEA – 2007,2008
CE – Central EuropeEMEA – Europe, Middle East, Africa
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E X PA N S I O N
8 present companies
expansion in 2010-2011
expansion in 2012-2013
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C U S T O M E R P O R T F O L I O – F I N A N C E
*Each logo is a registered trademark of it’s own company.
24
W H Y T H E O N L I N E T S O L U T I O N ?
NO MORE QUEUENO MORE INFORMATION LOSTNO MORE WRONG DECISIONS MORE SATISFIED CLIENTS MORE ACCURATE STRATEGY MORE PROFIT
I n f o r m a t i o n i n a t o u c h
Laszlo PenzesOnlinet System Technologies Ltd. UK
0796 [email protected]
www.onlinet.co.uk
Any QUESTIONS ?THANK’S FOR YOUR ATTENTION !