Onlinet for Service Providers - Queue Management solution


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ONLINET Customer Service solution for industrial service providers (electricity, gas, water etc.)

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Onlinet for Service Providers - Queue Management solution

  1. 1. Information in a touch Improve your Customer Services and turn it into a Point of Sale © 2009 – ONLINET Ltd.
  2. 2. Agenda <ul><li>ONLINET – Information in a touch </li></ul><ul><li>Create a Top-level customer service </li></ul><ul><li>Steps toward higher efficiency with Cisco </li></ul><ul><li>Public utility providers with ONLINET </li></ul>
  3. 3. <ul><li>Established in 2001 in Hungary </li></ul><ul><li>7 subsidiaries in Europe </li></ul><ul><li>Largest Customer Directing System supplier in the CEE </li></ul><ul><li>Reseller partners in Europe, North-Africa, Middle-East </li></ul><ul><li>Deloitte CEE Technology Fast50 and EMEA 500 awards </li></ul><ul><li>ISO 9001 certified </li></ul><ul><li>Our Partners: </li></ul>ONLINET – Information in a Touch *Each logo is a registered trademark of it’s own company.
  4. 4. What we do ? <ul><li>Customer Directing System </li></ul><ul><li>(Queue Management System) </li></ul><ul><li>Information & Self Service Kiosks </li></ul><ul><li>IT based Marketing Tools and </li></ul><ul><li>Digital Signage </li></ul><ul><li>Management supporting software </li></ul>
  5. 5. Customer portfolio *Each logo is a registered trademark of it’s own company. Finance / Telecommunication / Transport / Public Utilities Europe / North-Africa / Middle-East
  6. 6. Top-level customer service How efficient is your Customer Service? Do you know what to change to make it EFFICIENT ? And more than that – PROFITABLE ?
  7. 7. Do You know… … what is the average waiting time in your branch network ? … how long does it take to sell a service and how much after-sales administration it requires? … which branch was the most efficient in customer service today or this week? … in a specific branch, which employees performance are the best, and who might need additional training? … that regarding a campaign just started yesterday, how many customers were interested today? ONLINET system provides satisfactory answers to these questions and even more!
  8. 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. 9. Consulting Benefits from the Managers perspective <ul><li>BOARD MEMBERS, CEO, DEPUTY OF CEO, BUSINESS DEVELOPMENT, </li></ul><ul><li>BRANCH / REGIONAL / SALES MANAGER </li></ul><ul><li>On-line monitoring of every event and workforce, anytime and anywhere </li></ul><ul><li>Efficiency continuously measured and evaluated </li></ul><ul><li>More channels for sales and cross-sales </li></ul><ul><li>Multiple statistics related to almost every aspect of the business </li></ul><ul><li>Better short and long-term decisions based on accurate and reliable data </li></ul><ul><li>Better strategy planning </li></ul><ul><li>Higher success rate </li></ul>
  10. 10. Consulting <ul><li>MARKETING MANAGERS </li></ul><ul><li>Even hourly monitored marketing campaign success </li></ul><ul><li>Great long-term savings on printed materials (design/print/distribute/control) </li></ul><ul><li>Short reaction time to the market needs or competitors campaign </li></ul><ul><li>Evaluation of each marketing channel for the best results with the less investment </li></ul><ul><li>HR MANAGERS </li></ul><ul><li>Increase in human efficiency by training and/or reward system only where it is necessary </li></ul><ul><li>Better overview about the “weak” and “strong” employees </li></ul><ul><li>Better distribution of the workforce according to the required services/products </li></ul><ul><li>CFO, INVESTMENTS </li></ul><ul><li>Long-term savings (marketing costs, employment, …) </li></ul><ul><li>Better targeted investments (regions, products,…) </li></ul><ul><li>Shorter reimbursement of the investments </li></ul>Benefits from the Managers perspective
  11. 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. 12. Information for profit generation <ul><li>Managers on every level have access to various </li></ul><ul><li>real-time or historical data for statistics: </li></ul><ul><li>about employees </li></ul><ul><li>about customers </li></ul><ul><li>about sales and workforce efficiency </li></ul><ul><li>As a result can take immediate actions and are able to </li></ul><ul><li>make strategic decisions in </li></ul><ul><li>Sales/Marketing/Procurement/Controlling/HR </li></ul>
  13. 13. Benefits for Clients „ I hate queuing! This is a different way of waiting and being served.” <ul><li>Comfortable waiting with no queuing </li></ul><ul><li>Less stress and impatience </li></ul><ul><li>Increased confidentiality </li></ul><ul><li>Pre-registration </li></ul><ul><li>VIP Customer management </li></ul><ul><li>Multiple language selection </li></ul><ul><li>Better customer service </li></ul>
  14. 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 Steps toward higher efficiency with Cisco
  15. 15. Digital Signage applications <ul><li>as a marketing platform </li></ul><ul><li>as an information board (even out of opening hours) </li></ul><ul><li>as a branch/customer service modernization </li></ul><ul><li>as a self-service platform (even out of opening hours) </li></ul><ul><li>as a virtual assistant </li></ul>
  16. 16. Digital Signage benefits <ul><li>New communication channel </li></ul><ul><li>Attractive </li></ul><ul><li>Creation of interactive communication </li></ul><ul><li>Replacement of static images with dynamic content </li></ul><ul><li>Higher purchase impulses </li></ul><ul><li>Cost-efficiency (savings on off-line design, printing, logistic, distribution, local replacement, other related costs) </li></ul>
  17. 17. Digital Signage – Customer Management integration CMS Content Servers Digital Media Manager
  18. 18. Public utility providers successes <ul><li>Budapest Electricity Works </li></ul><ul><li>North-Hungarian Electricity Works </li></ul><ul><li>Croatian Electricity Works </li></ul><ul><li>Budapest Gas Works </li></ul><ul><li>Regional Gas Works Hungary </li></ul><ul><li>Zagreb Gas works </li></ul><ul><li>ApaNova Romanian waterworks </li></ul><ul><li>Waterworks of Morocco </li></ul>and several more under contracting phase
  19. 19. Comparative benefits and results <ul><li>Less hardware elements </li></ul><ul><li>No additional local server needed </li></ul><ul><li>Web-based administration and monitoring </li></ul><ul><li>Not user, but system based licensing </li></ul><ul><li>Higher ROI rate </li></ul><ul><li>Integration with leading Digital Signage supplier </li></ul><ul><li>Waiting time reduction </li></ul><ul><li>Processing capacity increase </li></ul><ul><li>Human resource cost decrease </li></ul><ul><li>Higher customer satisfaction </li></ul><ul><li>Real-time management information </li></ul><ul><li>Sales and profitability increase </li></ul>
  20. 20. Opportunities with ONLINET solutions
  21. 21. Information in a touch Thank you for your attention ! Q & A on Istvan Ujfalvi Export Department Executive +36-70-455-0003 [email_address]