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Onlinet Improve Your Customer Service 2009v4 - Queue Management System
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Onlinet Improve Your Customer Service 2009v4 - Queue Management System

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ONLINET Cutomer Directing System and Digital Signage usage for elevating customer service level and achievig full overview of customer flow process in branches and customer service offices.

ONLINET Cutomer Directing System and Digital Signage usage for elevating customer service level and achievig full overview of customer flow process in branches and customer service offices.

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  • 1. Information in a touch and turn it into a Point of Sale © 2009 – ONLINET Ltd. Improve your Customer Services
  • 2. Introduction How efficient is your Customer Service? Do you know what to change to make it EFFICIENT ? And more than that – PROFITABLE ?
  • 3. Do you know … … what is the average waiting time in your branch network? Why is this important ? A too long waiting time generates unsatisfied customers and less customers served. A too short waiting time makes impossible to generate new sales impulses
  • 4. Do you know … … how long it takes to sell a new product/service to your existing customer and how long is the after-sales administration ? Why is this important ? The employees sales efficiency has a new measurement unit. The effective time spent with customers can be measured.
  • 5. Do you know … … which branch was the most efficient in sales today or this week ? Why is this important ? Reaction time is very important when you make changes or measure the effects of a campaign.
  • 6. Do you know … … in a specific branch, which employees performance are the best ? Why is this important ? The employees with the best results can be rewarded or promoted and the less efficient employees can be sent to additional trainings .
  • 7. Do you know … … that regarding a marketing campaign just started yesterday, how many customers were interested today ? Why is this important ? The success and effectiveness of the product, campaign and channels can be measured even immediately.
  • 8. Tools 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
  • 9. Consulting Benefits from the Managers perspective
    • BOARD 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
  • 10. Consulting
    • 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
    Benefits from the Managers perspective
  • 11. ONLINET Queue & Customer Management CDS Desk software in-branch network Counter Display Desk/Clerk/Cashier CDS software / local database server Statistics and Real-time monitoring Dashboard system County-wide network Central display or Plasma/LCD Management Marketing Sales and IT QMS Regional Server
  • 12. Information for profit generation
    • 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 actions and are able to
    • make strategic decisions in
    • Sales/Marketing/Procurement/Controlling/HR
  • 13. Benefits for Clients What did the customers say? „ I hate queuing! This is a different way of waiting” „ I don’t speak English very well but here I can use the services in my own language and I am directed always to a cashier who speaks it too.” „ I have sent a text message to my branch to make a pre-registration. It’s that simple. I will never spend my lunch break in the bank again.” „ I was always treated like a valued customer. With the VIP management policy now I get even more.”
  • 14. Digital Signage solutions Indoor central displays Interactive window display Information kiosks Central management/Monitoring /Statistics Server Indoor and outdoor Digital posters Cashier/Clerk Media Management
  • 15. Digital Signage applications
    • 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
  • 16. Digital Signage benefits
    • 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)
  • 17.
    • Established in 2001 in Hungary
    • 7 subsidiaries in Europe
    • Largest Customer Directing System supplier in the CEE
    • Reseller partners in Europe, North-Africa, Middle-East
    • Deloitte CEE Technology Fast50 and EMEA 500 awards
    • ISO 9001 certified
    • Our Partners:
    About ONLINET *Each logo is a registered trademark of it’s own company.
  • 18. What we do ?
    • Customer Directing System
    • (Queue Management System)
    • Information & Self Service Kiosks
    • IT based Marketing Tools and
    • Digital Signage
    • Management supporting software
  • 19. Raiffeisen - “Main goal is Efficiency” 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 & Customer Management Systems in 160 branches Installation of Digital Signage Systems in cooperation with Cisco in 70 branches IMPROVE CONVERT Phase 1 : 2004-2009 Phase 2 : 2009
  • 20. Customer Portfolio – Finance Sector *Each logo is a registered trademark of it’s own company.
  • 21. Opportunities with ONLINET solutuions
  • 22. Information in a touch Thank you for your attention ! Q & A on Istvan Ujfalvi Export Department Executive +36-70-455-0003 [email_address]

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