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How iBeacons can be used to connect to service and improve customer experience.
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How iBeacons can be used to connect to service and improve customer experience.

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More than ever before, success depends on being able to offer a customer experience that is unique and more attractive than the competition. An experience that empowers customers so that they can ...

More than ever before, success depends on being able to offer a customer experience that is unique and more attractive than the competition. An experience that empowers customers so that they can decide the best way to interact with the store.

Beacons are a low-cost piece of hardware that utilize battery-friendly low-energy Bluetooth connections to transmit messages or prompts directly to a smartphone or tablet. Many claim that they are poised to transform how companies communicate with people indoor.

Qmatic agree. But we also provide an additional concept which we feel is missing in all of the communication to date about Beacons. How Beacons can be used to trigger events that connects customers with staff of the service provider.

This presentation provides three base use cases for how Qmatic Mobile framework is used in combination with Beacon technology to provide a unique store experience.

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How iBeacons can be used to connect to service and improve customer experience. How iBeacons can be used to connect to service and improve customer experience. Presentation Transcript

  • QMATIC MOBILE WITH BEACONS ”Connecting to Service” Copyright ©, Q-Matic AB 2014
  • The Mobile Revolution  The mobile revolution will inevitably transform most companies business in the next decade and it will trigger a more radical transformation toward systems of engagement.  Mobile engagement empowers people to take the next most likely action in their immediate context and in their moments of need. Copyright ©, Q-Matic AB 2014
  • Qmatic Mobile  A mobile solution is the glue between the virtual and physical world empowering customers to act more freely, reserve a time with a service provider and understand where to get the fastest service.  A mobile solution allows for a seamless and efficient customer experience. It provides the means for a service provider to provide a personlized experience and to communicate with customer already before arriving to the physical location.  With a mobile application, customers can join a queue and get directions before they arrive. In fact, it starts the moment they think of the service they need. Simply put, it reserves their place so that they are there before they arrive – saving time and improving efficiency. Copyright ©, Q-Matic AB 2014
  • Qmatic Mobile+Beacons  The Beacon (BLE) technology lets businesses set up transmitters which can tell nearby smartphones of their presence. It may not sound like much, but combined with the right software, it opens up a massive number of possibilities.  So far the focus has been on using Beacons as sales related promotion and wayfinding tools.  Qmatic being a world leader in Customer Journey Management provides a new dimension to the technology ”Connecting to Service” Copyright ©, Q-Matic AB 2014
  • This presentation  This presentation provides three use cases in which Qmatic Mobile is combined with Beacon technology to provide new opportunites for the service provider and greater experiences for customers. Copyright ©, Q-Matic AB 2014
  • USE CASE 1 Entering the store and accessing an ”Instore Service App” Qmatic Patent Pending Copyright ©, Q-Matic AB 2014
  • ENTERING STORE Beacon Beacon Bluetooth Beacon Smartphone with BLE Copyright ©, Q-Matic AB 2014
  • ENTERING STORE Welcome to BuyOne. . Access our Instore Service app for a unique store experience >> 1. Customer gets an alert being in the proximity of a Qmatic beacon. 2. The app triggers the possibility to access service in the store. Copyright ©, Q-Matic AB 2014
  • ENTERING STORE Welcome to BuyOne. . Access our Instore Service app for a unique store experience >> Even an idle phone wakes up when being in the proximity of a Qmatic beacon. Copyright ©, Q-Matic AB 2014
  • ENTERING STORE Select Service to meet a specialist TV & Hifi 2 Cameras 7 PEOPLE WAITING Computers 5 In this case the store ”BuyOne” provides connection to three services. PEOPLE WAITING Powered by PEOPLE WAITING The customer also gets a visability of the service situation to allow for an empowered decision. Copyright ©, Q-Matic AB 2014
  • ENTERING STORE Select Service to meet a specialist TV & Hifi 2 Cameras 7 PEOPLE WAITING Computers 5 PEOPLE WAITING Powered by PEOPLE WAITING The Customer selects to access the service ”Cameras” Copyright ©, Q-Matic AB 2014
  • ENTERING STORE 315 Receives a service receipt and is placed in a mobile virtual queue This is your service number You are placed in the queue. We will shortly call you forward. Please look around in the store while waiting. Powered by Being in service allows the customer to browse the store rather than trying to locate staff and spending time waiting. Copyright ©, Q-Matic AB 2014
  • BROWSING STORE The application keeps track of the service situation in the Qmatic system. NOW SERVING YOUR NUMBER 309 315 Powered by This service could be combined with proximity marketing based on customer location in the store for maximum impact. Copyright ©, Q-Matic AB 2014
  • BROWSING STORE Welcome forward for service / Linda 315 Powered by Customer is being called for service by best available staff member. Copyright ©, Q-Matic AB 2014
  • USE CASE 2 Getting service where you are Qmatic Patent Pending Copyright ©, Q-Matic AB 2014
  • BROWSING THE STORE YOUR LOCATION: TV Department Aisle G The Qmatic system keep track of all available services, the service requests, available staff and their skills. Get Help! Powered by If staff is available to serve the customer, the customer can call for assistance from his location. Copyright ©, Q-Matic AB 2014
  • BROWSING THE STORE Select Service to meet a specialist TV & Hifi 2 Cameras 7 PEOPLE WAITING Computers 5 PEOPLE WAITING Powered by PEOPLE WAITING If no staff is available to serve, the customer gets the choice to select a service ticket. Copyright ©, Q-Matic AB 2014
  • Powered by Staff use a smart business app to review service situation and to call customers for service. Qmatic Smart Business App Copyright ©, Q-Matic AB 2014
  • BROWSING THE STORE I’m on my way... Please stay where you are /Linda Powered by If staff is available an alert is given to the customer. Staff seeks out customer based on the location provided by the Beacon. Copyright ©, Q-Matic AB 2014
  • USE CASE 3 Leaving the store with a personal note and giving feedback based on services provided Qmatic Patent Pending Copyright ©, Q-Matic AB 2014
  • EXIT THE STORE Thank You! Thank you for visiting our store today. I hope you are happy and that we will meet soon again. Andreas, CEO Please rate your experience with us today Based on service choice, staff providing service, the customer is given the choice to provide feedback. The function is triggered by the location. Powered by Feedback data is combined with other vital customer journey data such as waiting time, lost customers, transaction time, etc. Copyright ©, Q-Matic AB 2014
  • Powered by Customer feedback provided as a result of being activited by beacons is shown in realtime in the staff tablet Qmatic Smart Business App Copyright ©, Q-Matic AB 2014
  • The key benefits  Improve experience - you will be able to provide a unique store experience with easy access to expertise. Preventing customers to leave the store and instead browse. Customers that browse the store, buys more.  Increase footfall and sales –you can entice people in to a store or space by offering them access to the right service staff and relevant and targeted marketing messages directly to their handset.  It’s data driven – You have a way of understanding your customer before they even walk through the door, meaning you can tailor the entire experience based purely around them and their interests. You can provide a unique service to your most important customers. Copyright ©, Q-Matic AB 2014
  • We are Qmatic A market leading technology company providing Customer Experience Management Solutions that maximize the face-to-face service opportunities and integrates the online and physical world in the Retail, Healthcare, Public and Finance sectors. 1.8 billion 120 countries 60,000 Systems implemented 100+ of partners and The number around in the world subsidiaries in the world 25% of the world’s population pass through a Qmatic system. Every year. marketing@qmatic.com www.qmatic.com/blog The number of countries we have sold solutions to. www.twitter.com/qmatic www.linkedin.com/company/qmatic
  • Disclaimer This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Qmatic is a registered trademark of Q-Matic AB. Other names may be trademarks of their respective owners.