Efficient Digital Signage With Queue Management System

Increasethe
efficiency of your
Digital Signage
with
Queue & Customer
Management System
KioskComSelf-Service Expo
London – September 30-October 1, 2009

INTRODUCTION
The evolution of the (Digital) Signage …
02

INTRODUCTION
… and theevolution of thecustomer’sreaction!
03

THE REASON
Whya Digital Signagebecomesunefficient?
Lack of motivation, toomany
oronlya fewimpulses
1
Lack of targetedcontent
fortargetedaudience
2
Effects, resultsarenot
measured and immediatemeasuresarenottaken.
3
04

THE SOLUTION
Howtomake a Digital Signageefficient?
1
Motivateyourcustomertowatch!
Delivertargetedcontenttoyour
audience!
2
Measuretheeffects , takeimmediate
actions and makestrategicaldecisions!
3
The solution: Queue & Customer Management System
05

MAIN COMPONENTS
Statistics &
Administration
Software
Management
Marketing
Sales
IT
Central display or Plasma/LCD
Main server
Counterdisplays
Desk No.1.
Desk No.2.
Desk No.X.
Ticketdispenser
HW or SW Terminals
06

HOW DOES IT WORKS?
The customerenters
intotheBranchor
Customer Service area …
… and select a service by
touchingthescreenor
pressing a button …
… thentakethe printed ticket.
07

HOW DOES IT WORKS?
Information displayed
onvariousticketdispenserscreens
Information displayed
on ticket

Company/Branch Name & logo
Ticket Number
Selected service
Arrival time/ People waiting for the same service
Anticipated waiting time
Company/Branch Name & logo
List of services
Choice of multiple languages
Clerk selection/ VIP customer identification / Pre-registration
Commercials/Useful information/Ticker

08

HOW DOES IT WORKS?
The customerswillsitwiththeticket and …

readleafletsplacedinthewaitingarea
watchdedicatedcommercialsorread

informations/news displayed onindoor
LCD/Plasmascreens

simplyrelaxordrink a coffee

09

HOW DOES IT WORKS?

A shortsignal is played when a newcustomer is

called

The ticketnumberrelatedtothedesk/cashier

number is displayed onthecentral display in
order of calling

Incase of an indoor LCD/Plasmathecustomer

willseetherollingticketnumberstogetherwith
a runningcommercial and/orotherinformations

Arrowswill show thedirectiontothe displayed

desknumber
10

HOW DOES IT WORKS?

When a client’sticketnumber is displayed

onthecentralor LCD display, thesamenumber
willappearontheclerk’scounter display

The customer is served and ifit is necessary

can be transferedtoanotherclerkfor
another service, usingthesame
number, thesameticket

Afterthecustomer is servedthe

clerkwillcall a newclient
usingthe hardware or
software terminal
123
11

MORE THAN JUST A QUEUE BUSTER
Managersoneverylevelhaveaccess
tovariousreal-timeornear-timestatistics:

aboutemployees
aboutcustomers
aboutsales and workforceefficiency

As a resultcantakeimmediateactions
and areabletomakestrategicaldecisions
inSales/Marketing/HR/Finances/Investments.
12

BENEFITS OF THE CLIENTS
Whatdidthecustomerssays?
„ I hatequeuing! This is a differentway
of waiting”
„ I don’tspeak English verywellbut here
I canusetheservicesinmyownlanguage
and I am directedalwaysto a cashierwho
speaksittoo.”
„ I havesent a text messagetomybranch
tomake a pre-registration. It’sthatsimple.
I willneverspendmylunchbreakinthe
bank again.”
„ I wasalwaystreatedlike a valuedcustomer.
Withthe VIP management policy now I get
even more.”
13

BENEFITS OF THE MANAGERS

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
14

DIGITAL SIGNAGE INTEGRATION
Information kiosks
Indoor and outdoor
Digital posters
Central management/Monitoring /Statistics
Media Management
Server
Cashier/Clerk
Indoor central displays
Interactive window display
15

RAIFFEISEN BANK: CASE STUDY

HQ :

Wien, Austria

Year of establishment:

1927

International presence:

16 countries

Customers:

15 million

Branches:

3200

Profit aftertax 2008:

1.5 billion EUR

Employees:

66,650
16

How
thesolution
was
implemented?
Phase 1 : 2004-2009
Installation of Queue & Customer
Management Systems in
160 branches
Phase 2 : 2009
Installation of Digital Signage Systems
incooperationwith Cisco in
70 branches
IMPROVE
the
CustomerServices
CONVERT
into
a SalesPoint
17

Benefitsof thesolution
MOTIVATION : Asthecustomersfollows
the flow of theticketnumbers, they’llfollow
themediacontent.
1
TARGETED CONTENT : The mediaplaylistcan
be overwrittenaccordingtothe most
selectedservices.
2
MEASURED EFFECTS : The successcan be
measuredthroughthevariousstatistics
providedbythesystem.
3
18

WHO WE ARE ?

Estabilishedin 2001
Headquarter and manufacturingin

Budapest-Hungary

7 subsidiaries
The largestCustomerDirecting System

supplierin CEE

Resellerpartners:

Europe, MiddleEast, NorthAfrica

ISO 9001 Certified
Customerportfoliobysector:

Finance/Telecommunication/Retail/
Public/Healthcare/Hospitality/Transport

Ourpartners:

19
*Each logo is a registered trademark of it’s own company.

WHAT WE DO ?

Customer Directing System

(Queue Management System)

Information & Self Service Kiosks
IT based Marketing Tools and

Digital Signage

Management supporting

softwares
20

AWARDS
Deloitte Technology Fast 50 CE –
2006,2007,2008
Deloitte Technology Fast 500 EMEA –
2007,2008
CE – Central Europe
EMEA – Europe, Middle East, Africa
21

EXPANSION
8 presentcompanies
expansionin 2010-2011
expansionin 2012-2013
22

SOME OF OUR CUSTOMERS
23
*Each logo is a registered trademark of it’s own company.

WHY THE ONLINET SOLUTION ?
NO MORE QUEUE
NO MORE INFORMATION LOST
NO MORE WRONG DECISIONS
MORESATISFIED CLIENTS
MOREACCURATE STRATEGY
MOREPROFIT
24

Informationin a touch
AnyQUESTIONS ?
THANK’S FOR YOUR ATTENTION !
LaszloPenzes
Onlinet System Technologies Ltd. UK
0796 8489261
laszlo.penzes@onlinet.co.uk
www.onlinet.co.uk