Queue Management and Digital Signage to improve the Customer Services

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    Queue Management and Digital Signage to improve the Customer Services - Presentation Transcript

    1. Improve your
      Customer Services
      and turnitinto a
      Point of Sale
      Business Process Excellence in Financial Services
      London - September 23-24, 2009
    2. INTRODUCTION
      How efficient is your Customer Services?
      Do you know what to change to make it EFFICIENT ?
      And more than that, PROFITABLE?
      02
    3. 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
    4. DO YOU KNOW …
      … how long it takes to sell a new product/service
      to your existing customer and how long is
      the aftersales administration ?
      Why is thisimportant ?
      The employeessalesefficiencyhas
      a newmeasurement unit.
      The effectivetimespentwith
      customerscan be measured.
      04
    5. DO YOU KNOW …
      … which branch was the most efficient
      in sales today or this week ?
      Why is thisimportant ?
      Reactiontimeis very
      importantwhenyoumakechanges
      ormeasuretheeffects
      of a campaign.
      05
    6. DO YOU KNOW …
      … in a specific branch, which employees
      performance are the best ?
      Why is thisimportant ?
      The employeeswiththebest
      resultscan be rewardedor
      promotedand the less efficient
      employeescan be sentto
      additionaltrainings.
      06
    7. DO YOU KNOW …
      … that regarding a marketing campaign just started
      yesterday, how many customers were inquiring
      the promoted product ?
      Why is thisimportant ?
      The success and effectiveness
      of the product, campaign and
      channelscan be measured
      evenimmediately.
      07
    8. TOOLS
      ToolstoimproveyourCustomerServices
      Consulting
      Queue & Customer Management System
      Management supportingsoftwares
      Consulting
      Information & Self Service Kiosks
      Digital Signagesolutions
      Toolstoturnitinto a SalesPoint
      08
    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
      09
    10. 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
    11. 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
    12. 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
    13. 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
    14. 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
    15. 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
    16. 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
    17. 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
    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: Financial/Telecommunication/Retail/Public/
      Healthcare/Hospitality/Transport
      • OurPartners:
      18
      *Eachlogo is a registeredtrademark of it’sowncompany.
    19. WHAT WE DO ?
      • Customer Directing System
      (Queue Management System)
      • Information & Self Service Kiosks
      • IT based Marketing Tools and
      Digital Signage
      • Management supporting
      softwares
      19
    20. 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
    21. 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
    22. EXPANSION
      8 presentcompanies
      expansionin 2010-2011
      expansionin 2012-2013
      22
    23. CUSTOMER PORTFOLIO – FINANCE
      23
      *Eachlogo is a registeredtrademark of it’sowncompany.
    24. WHY THE ONLINET SOLUTION ?
      NO MORE QUEUE
      NO MORE INFORMATION LOST
      NO MORE WRONG DECISIONS
      MORESATISFIED CLIENTS
      MOREACCURATE STRATEGY
      MOREPROFIT
      24
    25. 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

    + Onlinet System Technologies Ltd.Onlinet System Technologies Ltd., 1 month ago

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