onlinet for service providers - queue management solution
TRANSCRIPT
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Improve your Improve your Customer ServicesCustomer Services
Information in a touch
and turn it into aand turn it into aPoint of SalePoint of Sale
© 2009 – ONLINET Ltd.
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Agenda
ONLINET – Information in a touchCreate a Top-level customer service Steps toward higher efficiency with CiscoPublic utility providers with ONLINET
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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.
ONLINET – Information in a Touch
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What we do ?
Customer Directing System(Queue Management System)Information & Self Service KiosksIT based Marketing Tools andDigital SignageManagement supporting software
5*Each logo is a registered trademark of it’s own company.
Finance / Telecommunication / Transport / Public Utilities
Europe / North-Africa / Middle-East
Customer portfolio
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Top-level customer service
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 time in your branch network ?
…how long does it take to sell a service and how much after-sales administration it requires?
…which branch was the most efficient in customer service today or this week?
…in a specific branch, which employees performance are the best, and who might need additional training?
…that regarding a campaign just started yesterday, how many customers were interested today?
ONLINET system provides satisfactory answers to these questions and even more!
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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 historical data for 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
„I hate queuing! This is a different way of waiting and being served.”
Comfortable waiting with no queuing
Less stress and impatience
Increased confidentiality
Pre-registration
VIP Customer management
Multiple language selection
Better customer service
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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
Steps toward higher efficiency with Cisco
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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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Digital Signage – Customer Management integration
CMS
Content Servers
Digital Media Manager
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Public utility providers successes
Budapest Electricity WorksNorth-Hungarian Electricity WorksCroatian Electricity Works
Budapest Gas WorksRegional Gas Works HungaryZagreb Gas works
ApaNova Romanian waterworksWaterworks of Morocco
and several more under contracting phase
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Comparative benefits and results
Less hardware elementsNo additional local server neededWeb-based administration and monitoringNot user, but system based licensingHigher ROI rateIntegration with leading Digital Signage supplier
Waiting time reductionProcessing capacity increaseHuman resource cost decreaseHigher customer satisfactionReal-time management informationSales and profitability increase
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Opportunities with ONLINET solutions
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Information in a touch
Thank you for your attention !
Q & A on
Istvan UjfalviExport Department Executive