Queue Management and Digital Signage to improve the Customer Services

and turn it into aPoint of Sale

Business Process Excellence in Financial Services London - September 23-24, 2009

Improve your Customer Services

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How efficient is your Customer Services?I N T R O D U C T I O N

Do you know what to change to make it EFFICIENT ?And more than that, PROFITABLE?

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D O Y O U K N O W …

… what is the average waiting timein your branch network?

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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… how long it takes to sell a new product/service to your existing customer and how long is

the aftersales administration ?


The employees sales efficiency hasa new measurement unit.

The effective time spent withcustomers can be measured.

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… which branch was the most efficientin sales today or this week ?


Reaction time is veryimportant when you make changes

or measure the effectsof a campaign.

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… in a specific branch, which employeesperformance are the best ?


The employees with the bestresults can be rewarded or

promoted and the less efficientemployees can be sent to

additional trainings.

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… that regarding a marketing campaign just startedyesterday, how many customers were inquiring

the promoted product ?


The success and effectivenessof the product, campaign and

channels can be measuredeven immediately.

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T O O L S

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

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C O N S U LT I N G

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 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

MARKETING MANAGERS• Even hourly monitored marketing campaign success• Great long-term savings on printed materials (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

Benefits from the Managers perspective

C O N S U LT I N G

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Q U E U E & C U S T O M E R M A N A G E M E N T

Ticket dispenser

Main server

Statistics &AdministrationSoftware

ManagementMarketing

SalesIT

Central display or Plasma/LCD

Desk No.1. Desk No.2. Desk No.X.

Counter displays

HW or SW Terminals

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M O R E T H A N J U S T A Q U E U E B U S T E R

Managers on every level have access to various real-time or near-time statistics:- about employees- about customers- about sales and workforce efficiency

As a result can take immediate actionsand are able to make strategical decisionsin Sales/Marketing/HR/Finances/Investments.

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B E N E F I T S O F T H E C L I E N T S

What did the customers says?„ 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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• 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

B E N E F I T S O F T H E M A N A G E R S

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D I G I TA L S I G N A G E S O L U T I O N S

Indoor central displays

Interactive window display

Information kiosks

Central management/Monitoring /Statistics

Server

Indoor and outdoorDigital posters

Cashier/Clerk

Media Management

http://www.superwarehouse.com/3M_S50_Multimedia_Projector/S50/p/348845

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D I G I TA L S I G N A G E A P P L I C AT I O N S

as a marketing platform as an information board (even out of opening hours) as a branch/customer service

modernization as a self-service platform (even out of opening hours) as a virtual assistant

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New communication channel Attractive Creation of interactive communication Replacement of static images with

dynamic content Higher purchase impulses Cost-efficiency (savings on off-line

design, printing, logistic, distribution, local replacement, other related costs)

D I G I TA L S I G N A G E B E N E F I T S

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W H O W E A R E ?

• Estabilished in 2001• Headquarter and manufacturing in Budapest-Hungary• 7 subsidiaries• The largest Customer Directing System supplier in CEE • Reseller partners: Europe, Middle East, North Africa• ISO 9001 Certified• Customer portfolio by sector:

Financial/Telecommunication/Retail/Public/Healthcare/Hospitality/Transport

• Our Partners:

*Each logo is a registered trademark of it’s own company.

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W H AT W E D O ?

• Customer Directing System (Queue Management System)• Information & Self Service Kiosks• IT based Marketing Tools and Digital Signage• Management supporting softwares

Design Development

Manufacturin

g

Sales Installati

on Operatio

n

Service Support Upgrade

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PA R T N E R S H I P W I T H C I S C O

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

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AWA R D S

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

CE – Central EuropeEMEA – Europe, Middle East, Africa

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E X PA N S I O N

8 present companies

expansion in 2010-2011

expansion in 2012-2013

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C U S T O M E R P O R T F O L I O – F I N A N C E

*Each logo is a registered trademark of it’s own company.

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W H Y T H E O N L I N E T S O L U T I O N ?

NO MORE QUEUENO MORE INFORMATION LOSTNO MORE WRONG DECISIONS MORE SATISFIED CLIENTS MORE ACCURATE STRATEGY MORE PROFIT

I n f o r m a t i o n i n a t o u c h

Laszlo PenzesOnlinet System Technologies Ltd. UK

0796 [email protected]

www.onlinet.co.uk

Any QUESTIONS ?THANK’S FOR YOUR ATTENTION !

Queue Management and Digital Signage to improve the Customer Services

Technology

Transcript of Queue Management and Digital Signage to improve the Customer Services