The document describes a queue management software called CDS Customer Service software. It is designed to help customer service organizations improve efficiency by reducing wait times, accurately measuring staff performance, and providing management with useful statistics. The software includes modules for basic queue management, monitoring and statistics, closing codes, screen customization, VIP customer management, voice calling, and automated tasks. Related accessories and services are also described.

1. CUSTOMER SERVICE
SOFTWARE DESIGN
Name: CDS inet.eu
www.onl
Purpose: Efficient leaders
0110-1001-00
11-0001-1000
0010-0111-11
Design No: 892115/2010
More than
just simply
queue management!
Why would a Customer Service need a queue management system,
if customers never stay in queues?
If your Customer Services is 100% efficient and there is no room for
improvements, if there are no costs which could be saved or reduced or if you have
already explored every possibility and channel to increase your sales and cross-sales,
then you really don´t need a queue management system.
But if you can´t answer
any of the following
questions „What is the
average waiting time of
your customers?“ or
„Who is the most efficient
member of staff in a
specific branch?“ or
„How successful is a
marketing campaign
started just 4 days ago?“,
then the ONLINET
queue management
system, can do lot more
for you than you think.

2. www.onlinet.eu
Recommendation
Banks, Building Societies
Insurance companies
Telecommunication companies
Mobile, internet, cable tv service suppliers
City and District Councils, Registry offices,
Tax, Custom and Revenue Offices
Public utility companies
Features and Post offices
Embassies, Consulates
advantages Governmental institutions
Solicitor and Notary Public offices
Malls, Supermarkets,
Reducing waiting times Store chains
None of us likes to wait. Your customers are not Healthcare institutions
different. The CDS customer service software, monitors Educational institutions
continuously the current waiting times, as average, by
Real estate agencies
service or by staff. This offers the possibility of immediate
intervention to stop your customers walking away. Conference and sport centers
Real or perceived performance
The CDS customer service software makes
possible, the objective measuring of the staff´s work
efficiency. Number of customers served daily, time spent
with service and administration, number and duration of
breaks. Rewarding, correcting and taking HR related
decisions will not be just a matter of anticipation
anymore.
Better executive decisions
Good decisions and efficient strategy requires
accurate information. Using the CDS customer service
software, the management of a local branch or a
nationwide network can keep an eye on the current
events. Using the statistics, the strategy will be more
consistent, bringing better results and performance.
2 CDS Customer Service software

3. www.onlinet.eu
Technical
specification ONLINET CDS software modules
ONLINET CDS BASIC Log-in and out
Basic module Customer calling, transfer and closing
Priority management, service closing
Service time measure, alerts on overpassing preset limits
Change of service, staff break management
ONLINET CDS MANAGER Waiting times of currently waiting customers
Monitoring and statistics module Display of selected services distribution
Display of desk status within a branch
Display of logged-in staff status
Alert on overpassed waiting time limits with colour codes
Web-based, central configuration and statistics
ONLINET CDS CLOSING CODES Record of service results
Closing codes module Better follow-up on customer history and data
Registering notes regarding the service
ONLINET CDS EDITOR Edit the main screen design of the ticket dispenser
Screen and ticket editor module Edit the main screen menu of the ticket dispenser
Edit the design and content of the ticket
Multi-language menus and tickets
Flash animation/videos and tickers on the ticket dispenser
ONLINET CDS VIP Display of a unique menu
VIP customer management module Staff selection by name and picture
Two level VIP customer management
Card reader management
Customer data and history display on the staff´s workstation
ONLINET CDS VOICE Multi-language calling
Voice calling module Voice calling and signal separation
into separate waiting areas
ONLINET CDS AUTOMAT Automatic staff log-in
Automated tasks module Automatic customer calling
Special customer distribution management
ONLINET CDS OFFICER package
Content:
BASIC + MANAGER + CLOSING CODES modules
ONLINET CDS COMMANDER package
Content:
BASIC + MANAGER + CLOSING CODES + EDITOR modules
ONLINET CDS MASTER package
Content:
All modules
CDS Customer Service software 3

4. www.onlinet.eu
Accessories and Related
options solutions
CDS DESK LCD screens instead of LED displays
Staff software terminal Display of commercials together with
- customer calling (manual or automated) queuing and ticket information
- customer transfer (desk, service, member of staff) We recommend: ODS- ONLINET DIGITAL SYSTEM
- start and finish of service
- registration of the result of service Digital poster
with closing codes Interactive window display
- change of service at desk Information & Self-service kiosk
- managing waiting list and VIP customers We recommend: Digital Signage solutions
- managing breaks
- alerts in case of Asking clients for giving feed-back
overpassing preset limits Statistics of feed-backs
We recommend: ONLINET CDS FEED-BACK
CDS BOOKING software and kiosk
Appointment booking software. The customers can
book appointments on different platforms to a spe-
cific branch, service, date and time. Platforms can be
individual or combined.
- BOOKING-O: online,
internet booking Related
module
- BOOKING-S: SMS
or text booking module* services
- BOOKING-T: phone
booking module
Consulting
CDS SMS Site survey, planning
Customer notifier before calling. The software Installation, commissioning, training
module* makes possible for those clients who has Maintenance, remote support, repairs
to wait, to register their mobile number, in order to Operation, statistics and data analysis
not sit and wait in the Customer Service. Before Custom development and design
calling, the customer receives a text message with Integration to existing CRM or Front-Office systems
a notification to return to the Customer Service.
CDS MEETING
Meeting room occupancy display application.
Makes possible the display
of current and forecast
occupancy information for
Warranty
meeting rooms.** Standard warranty: 1 YEAR
* Requires GSM adaptor (hardware)
In case of a maintenance and support contract, even
** Requires LCD screen(s) LIFETIME WARRANTY.
4 CDS Customer Service software