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Customer Services is not a department. It is an attitude.

Established in 2001, we are a leading supplier of Customer Directing Systems, offering consulting, queue management systems, self-service kiosks, digital signage, and business intelligence software. Increase efficiency and productivity in your customer services with our comprehensive solutions.

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Customer Services is not a department. It is an attitude.

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  1. Customer Services is not a department. It is an attitude.

  2. Established in 2001 • Headquarter and manufacturing in • Budapest-Hungary • 3 subsidiaries • The largest Customer Directing System • supplier in CEE • Reseller partners: • Europe, Middle East, Africa • Customer portfolio by sector: • Finance/Telecommunication/Retail/Public/ • Healthcare/Hospitality/Transport • Our technology partners:

  3. Subsidiaries and DistributorsSystems installedfrom Washington toTokyo

  4. Deloitte Technology Fast 50 CE – 2006,2007,2008 Deloitte Technology Fast 500 EMEA – 2007,2008 .

  5. TELECOMMUNICATION BANKING/FINANCE ENERGY GOVERNMENT *Each logo is a registered trademark of it’s own company.

  6. ALL YOU NEED FOR EFFICIENCY • CONSULTING • QUEUE MANAGEMENT SYSTEM • INFORMATION & SELF-SERVICE KIOSK • DIGITAL SIGNAGE • BUSINESS INTELLIGENCE SOFTWARE

  7. ALL YOU NEED FOR A RELIABLE OPERATION • DESIGN, DEVELOPMENT, MANUFACTURING • SALES • INSTALLATION, PROJECT MANAGEMENT • SERVICE, MAINTENANCE • SUPPORT, UPGRADE

  8. QUEUE AND PATIENT MANAGEMENT

  9. INCREASE EFFICIENCY AND PRODUCTIVITY OF CUSTOMER SERVICES

  10. Doyouknowwhat is theaveragewaitingtime inyourbranchnetwork? Why is thisimportant ? A toolongwaitingtime generatesunsatisfiedcustomers and less customersserved. A tooshortwaitingtime makesimpossibletogenerate newsalesimpulses

  11. Doyouknowhowlongittakestosella new product/service toyourexistingcustomer and howlong is theaftersalesadministration ? Why is thisimportant ? The employeessalesefficiencyhas a newmeasurement unit. The effectivetimespentwith customerscan be measured.

  12. Doyouknowwhichbranchwasthe most efficient insalestodayorthisweek ? Why is thisimportant ? Reactiontimeis very importantwhenyoumakechanges ormeasuretheeffects of a campaign.

  13. Doyouknowin a specificbranch, whichemployees performance arethebest ? Why is thisimportant ? The employeeswiththebest resultscan be rewardedor promotedand the less efficient employeescan be sentto additionaltrainings.

  14. Doyouknowthatina marketing campaignjuststarted yesterday, howmanycustomerswereinquiring thepromotedproduct ? Why is thisimportant ? The success and effectiveness of the product, campaign and channelscan be measured evenimmediately.

  15. 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

  16. 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

  17. SYSTEM ARCHITECTURE

  18. Who will benefit from a Queue Management System? customers staff management • reduced waiting times • comfortable waiting • environment • waiting time spent • usefully • fast administration • reduced stress level • reduced number of • mistakes and errors • increased motivation • increased • acknowledgement • increased sales and • cross-sales • increased customer • loyalty • increased staff • productivity • more accurate strategy

  19. Managersoneverylevelhaveaccess • tovariousreal-timeornear-timestatistics: • aboutemployees • aboutcustomers • aboutsales and workforceefficiency • As a resultcantakeimmediateactions • and areabletomakestrategicaldecisions • inSales/Marketing/HR/Finances/Investments.

  20. Whatdidthecustomerssays? „ I hatequeuing! This is a differentway of waiting” „ I don’tspeak English verywellbut here I canusetheservicesinmyownlanguage and I am directedalwaysto a cashierwho speaksittoo.” „ I havesent a text messagetomybranch tomake a pre-registration. It’sthatsimple. I willneverspendmylunchbreakinthe bank again.” „ I wasalwaystreatedlike a valuedcustomer. Withthe VIP management policy now I get even more.”

  21. 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

  22. LED 7 SEGMENT Counter display Red, 7 segment LED technology Power supply: 12V Current: max. 0,25A Communication connector: RJ485 Variable light intensity 3 or 4 characters to display ticket numbers 65 cm support and connector

  23. LED MATRIX Counterdisplay Red, matrix LED technology Power supply: 12V Current: max. 0,25A Communication connector: RJ485 Variable light intensity 3 or 4 characters to display ticket numbers 65 cm support and connector

  24. LED 7 SEGMENT Cenraldisplay Red, 100mm high, 7 segments LED technology for ticket and desk/cashier number Red, 100mm high, LED matrix technology for direction Power supply: 12V Current: max. 1A Communication connector: RJ485 Variable light intensity 3 or 4 characters to display ticket numbers, 1 for direction and 2 for desk/cashier number 1-4 lines

  25. LED MATRIX Cenral display Red, 100mm high, 7 segments LED technology for Red, 100mm high, LED matrix technology for ticket & desk/cashier number and direction Power supply: 12V Current: max. 1A Communication connector: RJ485 Variable light intensity 3 or 4 characters to display ticket numbers, 1 for direction and 2 for desk/cashier number 1-4 lines

  26. CUSTOMER FEED-BACK THE 3-IN-1 SOLUTION LCD COUNTER DISPLAY Showsthecalledticketnumber DIGITAL SIGNAGE Playsadvertswhileidle CUSTOMER FEEDBACK Variousclientsurveys

  27. Local management software

  28. Local staff software CDS DESK Staff counter calling terminal - customer calling (manual or automated) - customer transfer (desk, service, member of staff) - start and finish of service - registration of the result of service with closing codes - change of service at desk - managing waiting list and VIP customers - managing breaks - alerts in case of overpassing preset limits

  29. Central management software CDS MainframeCentralizedStatistics and Monitoring Server Software • monitoring of entirenetworkactivity • globalevaluation of workforce • globalanalysis of customers • takingactionsquicklyincase of an • unwantedevent • preparation of more accuratestrategy • decrease of overall costs • increase of CustomerServicesefficiency • increase of salesproductivity

  30. DASHBOARD VISUAL INFORMATION SOFTWARE • Customized map • Branchesbyregions • Key indicators • Alwayson top • Quick and • easyoverview

  31. ONLINE WEB BOOKING APPOINTMENTS ON THE WEBSITE • Integratedinto • thewebsite • Bookingby • Location • Service • Date & Time • Bookingcode • Confirmation

  32. ONLINET LIVE ONLINE COMMUNICATION • Video chat • Interactivedocumentorformfilling • Effectivesupporttool • Quick and easycustomer management SOFTWARE

  33. SMS ALERT & CONFIRMATION CREATING A FRIENDLY WAITING • Iftherearemanywaitingforthesame service • thesystemwilloffertothecustomer, the • possibility of entering his mobile number. • Duringthewaitingthecustomersdoesn’tneed • tostayinthecustomerwaitingarea. • The systemwillsend an automated SMS/Text • whenthereareonly 1 or 2 personswaiting • forthesame service.

  34. iBOOKING SmartphoneApp FIND thenearestbranch BOOK an appointment FEEDBACK aboutyourexperience

  35. INFORMATION & SELF-SERVICE KIOSK

  36. DIRECT ACCESS TO INFORMATION AND AUTOMATED SERVICES

  37. EQUIPMENT

  38. WEBTOUCH TECHNICAL SPECIFICATIONS Screen: 23” touchscreen Characteristics: VGA HDMI In/Out Up to 4 USB 2.0 connections Audio out / Microphone in microSD socket 10/100 Ethernet connection Software: Android or LINUX operating system OPERA or other web browser PDF reader Optional virtual keyboard

  39. INFORMATION AND SELF-SERVICE KIOSK Benefits • Services accessible even 24/7 • Staff relieved from many routine tasks • Increased number of daily transactions • Uniqueadvertisingtool • More positivecompany image • Increasedsalesefficiency • Increasedrevenue

  40. DIGITAL SIGNAGE & INTERACTIVE WINDOW

  41. WAYFINDING, CAMPAIGN, NOTIFICATION PATIENT INTERACTIONS

  42. DIGITAL SIGNAGE

  43. DIGITAL SIGNAGE Benefits • No more printing costs • No more printed material logistic costs • The adverts are out always in the right • timeand place • The distribution of a nationwide campaign • can be done with a few clicks • The renewal of a campaign can be done • with a few clicks • The dynamic content will attract more • viewers • The targeted generates more sales • Marketing efficiencyincreased • More professional image • Profit increased

  44. INTERACTIVE WINDOW Benefits • 24h opening • Adresses the potential customers • on the street • Relieves staff from many routine tasks • More time for the real customers • More dailytransactions • Increasedstaffefficiency • Increased possibility of sales • and cross-sales • Marketing and advertising costs are • reduced • Increasedturnover

  45. www.onlinetgroup.com

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