Queue Management and Digital Signage to improve the Customer Services

Improve your
Customer Services
and turnitinto a
Point of Sale
Business Process Excellence in Financial Services
London - September 23-24, 2009

INTRODUCTION
How efficient is your Customer Services?
Do you know what to change to make it EFFICIENT ?
And more than that, PROFITABLE?
02

DO YOU KNOW …
… what is the average waiting time
in your branch network?
Why is thisimportant ?
A toolongwaitingtime
generatesunsatisfiedcustomers
and less customersserved.
A tooshortwaitingtime
makesimpossibletogenerate
newsalesimpulses
03

DO YOU KNOW …
… how long it takes to sell a new product/service
to your existing customer and how long is
the aftersales administration ?
The employeessalesefficiencyhas
a newmeasurement unit.
The effectivetimespentwith
customerscan be measured.
04

DO YOU KNOW …
… which branch was the most efficient
in sales today or this week ?
Reactiontimeis very
importantwhenyoumakechanges
ormeasuretheeffects
of a campaign.
05

DO YOU KNOW …
… in a specific branch, which employees
performance are the best ?
The employeeswiththebest
resultscan be rewardedor
promotedand the less efficient
employeescan be sentto
additionaltrainings.
06

DO YOU KNOW …
… that regarding a marketing campaign just started
yesterday, how many customers were inquiring
the promoted product ?
The success and effectiveness
of the product, campaign and
channelscan be measured
evenimmediately.
07

TOOLS
ToolstoimproveyourCustomerServices
Consulting
Queue & Customer Management System
Management supportingsoftwares
Consulting
Information & Self Service Kiosks
Digital Signagesolutions
Toolstoturnitinto a SalesPoint
08

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

09

CONSULTING
Benefits from the Managers perspective
MARKETING MANAGERS

Even hourly monitored marketing campaign success
Great long-term savings on printedmaterials (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

QUEUE & CUSTOMER MANAGEMENT
Statistics &
Administration
Software
Management
Marketing
Sales
IT
Central display or Plasma/LCD
Main server
Ticket dispenser
Counter
displays
Desk No.1.
Desk No.2.
Desk No.X.
HW or SW Terminals
11

MORE THAN JUST A QUEUE BUSTER
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 strategical decisions
in Sales/Marketing/HR/Finances/Investments.
12

BENEFITS OF THE CLIENTS
What did the customers says?
„ 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.”
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 SOLUTIONS
Information kiosks
Indoor and outdoor
Digital posters
Central management/Monitoring /Statistics
Media Management
Server
Cashier/Clerk
Indoor central displays
Interactive window display
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

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: Financial/Telecommunication/Retail/Public/

Healthcare/Hospitality/Transport

OurPartners:

18
*Eachlogo is a registeredtrademark of it’sowncompany.

WHAT WE DO ?

Customer Directing System

(Queue Management System)

Information & Self Service Kiosks
IT based Marketing Tools and

Digital Signage

Management supporting

softwares
19

PARTNERSHIP WITH CISCO
Phase 1 : 2004-2009
Installation of Queue & Customer
Management Systems in
160 branches

HQ : Austria
International

presence: 16 countries

Customers: 15 million
Branches: 3200
Profit after tax 2008:

1.5 billion EUR
Phase 2 : 2009
Installation of Digital Signage Systems
in cooperation with Cisco in
70 branches
IMPROVE
the
Customer Services
CONVERT
into
a Sales Point
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

CUSTOMER PORTFOLIO – FINANCE
23
*Eachlogo is a registeredtrademark of it’sowncompany.

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

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