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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.

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Onlinet Improve Your Customer Service 2009v4 - Queue Management System

  1. 1. Information in a touch and turn it into a Point of Sale © 2009 – ONLINET Ltd. Improve your Customer Services
  2. 2. Introduction How efficient is your Customer Service? Do you know what to change to make it EFFICIENT ? And more than that – PROFITABLE ?
  3. 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. 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. 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. 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. 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. 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 near-time 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 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. 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. 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. <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>About ONLINET *Each logo is a registered trademark of it’s own company.
  18. 18. 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>
  19. 19. Raiffeisen - “Main goal is Efficiency” IMPROVE CONVERT the Customer Services into a Sales Point <ul><li>HQ : Austria </li></ul><ul><li>International </li></ul><ul><li>presence: 16 countries </li></ul><ul><li>Customers: 15 million </li></ul><ul><li>Branches: 3200 </li></ul><ul><li>Profit after tax 2008: </li></ul><ul><li>1.5 billion EUR </li></ul>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. 20. Customer Portfolio – Finance Sector *Each logo is a registered trademark of it’s own company.
  21. 21. Opportunities with ONLINET solutuions
  22. 22. Information in a touch Thank you for your attention ! Q & A on Istvan Ujfalvi Export Department Executive +36-70-455-0003 [email_address]