Queue Management System: Boosting Productivity & Sales

1. & Benefits Profit generatedbythe Queue Management System

2. we change queues 02

3. 03

4. the challenge 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 04

5. 2 • the solution • improves the Customer Services • turns Customer Services into a Point of Sales Queue & Customer Management in 1 the process 1 PRE-REGISTRATION 2 SERVICE SELECTION 3 WAITING 4 ADMINISTRATION/SALES 5 FEED-BACK 6 STATISTICS 05

6. 1 PRE-REGISTRATION customers staff management • reduced waiting times • less time spent in branch • better time • schedule • online or text message • confirmation • better time management • increased productivity • reduced stress level • professional image • increased customer • loyalty • increased staff • productivity • better customer profile Benefits 06

7. 2 SERVICE SELECTION customers staff management • increased privacy • increased confidentiality • multi-language usage • VIP or valued customer • management • increased accuracy • (customer to the right • member of staff) • positive first impression • useful information on • the ticket • reduced stress level • increased number of • customers served daily • only serve customers • who meet his/her • competence • increased footfall • professional image • reduced complaints • reduced staff costs Benefits 07

8. 3 WAITING customers staff management • reduced real • waiting time • reduced perceived • waiting time • comfortable and • relaxed waiting • environment • waiting time spent • usefully • no standing in queue line • increased concentration • capability • reduced number of • mistakes and errors • reduced stress • relaxed environment • real-time information • and alarms • (waiting times, • customer volume, etc.) • reduced walk-away • increased staff • productivity • opportunity for • corporate advertising Benefits 08

9. 4 ADMINISTRATION/SALES customers staff management • reduced administration • times • increased satisfaction • better products and • services offered • reduced stress level • no waist of time for • answering general • questions • (by identification) • reduced stress level • reduced number of • mistakes and errors • better communication • with the customer • increased sales volume • increased productivity • customers more friendly • towards staff • match competence • with customer needs • higher conversion rate • better staff productivity • increased number of • customers served daily • increased sales and • cross-sales • optimized staff • capacity Benefits 09

10. 5 FEED-BACK customers staff management • increased confidentiality • better service • from the bank • increased satisfaction • reduced frustration • reduced stress level • increased satisfaction • increased productivity • increased efficiency • increased loyalty • increased understanding • of customer needs and • perception • better customer profile • better sales rate • increased customer • loyalty • increased staff efficiency • better long-term • strategy • more accurate staff • reward system • better staff training • program Benefits 10

11. 6 STATISTICS customers staff management • products closer to • his needs • promotions closer to • his budget • better communication • from the bank • better service • from the bank • increased satisfaction • increased motivation • increased • acknowledgement • increased self-esteem • better trainings • more accurate reward • system • reduced operating costs • increased sales and • cross-sales • reduced marketing costs • reduced fluctuation • immediate intervention • to increase efficiency • more accurate strategy • branch, region • improvements Benefits 11

12. 12 The figures representsaveragedata, based on our international expertisewithvariouscustomers in operation and consulting, usingqueue management system.

13. 13 The figures representsaveragedata, based on our international expertisewithvariouscustomers in operation and consulting, usingqueue management system.

14. Operationalcostdecreasebyupto 18% Staffrelatedcostsdecreasebyupto 20% Workingtimerelatedcostsdecreasebyupto 18% Losscausedbycustomerwalk-awaydecreasebyupto 38% Losscausedbystaffmistakes/errorsdecreasebyupto 65% Marketing costsdecreasebyupto 30% 14 The figures representsaveragedata, based on our international expertisewithvariouscustomers in operation and consulting, usingqueue management system.

15. Direct sales increasebyupto 28% Cross-salesincreasebyupto 15% 15 The figures representsaveragedata, based on our international expertisewithvariouscustomers in operation and consulting, usingqueue management system.

16. NO MORE QUEUE NO MORE INFORMATION LOST NO MORE WRONG DECISIONS MORESATISFIED CLIENTS MOREACCURATE STRATEGY MOREPROFIT 16

17. ONLINET Group in a nutshell ONLINET Group is a European leader in developing, manufacturing Queue & Customer Management Systems andDigital Signage solutions. With branches in 6 countries and resellers on 3 continents we provide solutions in theFinancial, Telecommunication, Retail, Healthcare, Education, Transport and Public sectors. Awarded by Deloitte in 3 consecutive years, as one of the fastest growing technology company in the Europe-Middle East-Africa and Central Europe regions, ONLINET through it’s systems manages around 500,000 customersdaily in almost 1,500 Customer Services. 17

18. www.onlinetgroup.com