Onlinet Improve Your Customer Service 2009v4 - Queue Management System
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1 and turn it into a and turn it into a Point of Point of Sale Sale © 2009 – ONLINET Ltd. Improve your Improve your Customer Customer Services Services Information in a touch
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Transcript of Onlinet Improve Your Customer Service 2009v4 - Queue Management System
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and turn it into aand turn it into aPoint of SalePoint of Sale
© 2009 – ONLINET Ltd.
Improve your Improve your Customer ServicesCustomer Services
Information in a touch
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Introduction
How efficient is your Customer Service?
Do you know what to change to make it EFFICIENT ?And more than that – PROFITABLE ?
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Do you know …
… what is the average waiting timein your branch network?
Why is this important ?Why is this important ?
A too long waiting timegenerates unsatisfied customers
and less customers served.A too short waiting time
makes impossible to generatenew sales impulses
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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 ?Why is this important ?
The employees sales efficiency hasa new measurement unit.
The effective time spent withcustomers can be measured.
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Do you know …
… which branch was the most efficientin sales today or this week ?
Why is this important ?Why is this important ?
Reaction time is veryimportant when you make changes
or measure the effectsof a campaign.
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Do you know …
… in a specific branch, which employeesperformance are the best ?
Why is this important ?Why is this important ?
The employees with the bestresults can be rewarded or
promoted and the less efficientemployees can be sent to
additional trainings.
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Do you know …
… that regarding a marketing campaign just startedyesterday, how many customers were interested
today ?
Why is this important ?Why is this important ?
The success and effectivenessof the product, campaign and
channels can be measuredeven immediately.
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Tools
Tools to improve your Customer ServicesTools to improve your Customer Services
Tools to turn it into a Sales PointTools to turn it into a Sales Point
Consulting
Queue & Customer Management System
Management supporting softwares
Consulting
Information & Self Service Kiosks
Digital Signage solutions
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Consulting
Benefits from the Managers perspectiveBOARD 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 evaluatedMore channels for sales and cross-salesMultiple statistics related to almost every aspect of the businessBetter short and long-term decisions based on accurate and reliable dataBetter strategy planningHigher success rate
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Consulting
MARKETING MANAGERSEven hourly monitored marketing campaign successGreat long-term savings on printed materials (design/print/distribute/control)Short reaction time to the market needs or competitors campaignEvaluation of each marketing channel for the best results with the less investment
HR MANAGERSIncrease in human efficiency by training and/or reward system only where it is necessaryBetter overview about the “weak” and “strong” employeesBetter distribution of the workforce according to the required services/products
CFO, INVESTMENTSLong-term savings (marketing costs, employment, …)Better targeted investments (regions, products,…)Shorter reimbursement of the investments
Benefits from the Managers perspective
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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
ManagementMarketing
Sales and IT
QMS Regional Server
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Information for profit generation
Managers on every level have access to various real-time or near-time statistics:
about employeesabout customersabout sales and workforce efficiency
As a result can take immediate actions and are able tomake strategic decisions in
Sales/Marketing/Procurement/Controlling/HR
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Benefits for Clients
What did the customers say?„ I hate queuing! This is a different wayof waiting”
„ I don’t speak English very well but hereI can use the services in my own languageand I am directed always to a cashier whospeaks it too.”
„ I have sent a text message to my branchto make a pre-registration. It’s that simple.I will never spend my lunch break in thebank again.”
„ I was always treated like a valued customer.With the VIP management policy now I geteven more.”
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Digital Signage solutions
Indoor central displays
Interactive window display
Information kiosks
Central management/Monitoring /Statistics
Server
Indoor and outdoorDigital posters
Cashier/Clerk
Media Management
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Digital Signage applications
as a marketing platformas an information board (even out of opening hours)as a branch/customer service modernizationas a self-service platform (even out of opening hours)as a virtual assistant
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Digital Signage benefits
New communication channelAttractiveCreation of interactive communicationReplacement of static images withdynamic contentHigher purchase impulsesCost-efficiency (savings on off-line design, printing, logistic, distribution, local replacement, other related costs)
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Established in 2001 in Hungary7 subsidiaries in EuropeLargest Customer Directing System supplier in the CEEReseller partners in Europe, North-Africa, Middle-East Deloitte CEE Technology Fast50 and EMEA 500 awardsISO 9001 certifiedOur Partners:
*Each logo is a registered trademark of it’s own company.
About ONLINET
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What we do ?
Customer Directing System(Queue Management System)Information & Self Service KiosksIT based Marketing Tools andDigital SignageManagement supporting software
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Raiffeisen - “Main goal is Efficiency”
IMPROVE
CONVERT
the Customer Services
into a Sales Point
• HQ : Austria • International presence: 16 countries• Customers: 15 million • Branches: 3200• Profit after tax 2008: 1.5 billion EUR
Installation of Queue & CustomerManagement Systems in160 branches
Phase 1 : 2004-2009
Phase 2 : 2009Installation of Digital Signage Systemsin cooperation with Cisco in70 branches
IMPROVE
CONVERT
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Customer Portfolio – Finance Sector
*Each logo is a registered trademark of it’s own company.
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Opportunities with ONLINET solutuions
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Information in a touch
Thank you for your attention !
Q & A on
Istvan UjfalviExport Department Executive
