Customer Services is not a department.
It is an attitude.
• 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:
Subsidiaries and Distributors
Systems installed from Washington to Tokyo
3
Deloitte Technology Fast 50 CE –
2006,2007,2008
Deloitte Technology Fast 500 EMEA –
2007,2008
BANKING/FINANCE
TELECOMMUNICATION
ENERGY
GOVERNMENT
*Each logo is a registered trademark of it’s own company.
ALL YOU NEED FOR EFFICIENCY
• CONSULTING
• QUEUE MANAGEMENT SYSTEM
• INFORMATION & SELF-SERVICE KIOSK
• DIGITAL SIGNAGE
• BUSINESS INTELLIGENCE SOFTWARE
ALL YOU NEED FOR A RELIABLE OPERATION
• DESIGN, DEVELOPMENT, MANUFACTURING
• SALES
• INSTALLATION, PROJECT MANAGEMENT
• SERVICE, MAINTENANCE
• SUPPORT, UPGRADE
QUEUE AND PATIENT
MANAGEMENT
INCREASE EFFICIENCY AND PRODUCTIVITY OF
CUSTOMER SERVICES
Do you know what is the average waiting time
in your branch network?
Why is this important ?
A too long waiting time
generates unsatisfied customers
and less customers served.
A too short waiting time
makes impossible to generate
new sales impulses
Do you know how long it takes to sell a new
product/service to your existing customer and how long is
the aftersales administration ?
Why is this important ?
The employees sales efficiency has
a new measurement unit.
The effective time spent with
customers can be measured.
Do you know which branch was the most efficient
in sales today or this week ?
Why is this important ?
Reaction time is very
important when you make changes
or measure the effects
of a campaign.
Do you know in a specific branch, which employees
performance are the best ?
Why is this important ?
The employees with the best
results can be rewarded or
promoted and the less efficient
employees can be sent to
additional trainings.
Do you know that in a marketing campaign just started
yesterday, how many customers were inquiring
the promoted product ?
Why is this important ?
The success and effectiveness
of the product, campaign and
channels can be measured
even immediately.
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
Benefits from the Managers perspective
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
SYSTEM ARCHITECTURE
Who will benefit from a Queue Management System?
• 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
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 actions
and are able to make strategical decisions
in Sales/Marketing/HR/Finances/Investments.
What did the customers says?
„ I hate queuing! This is a different way
of waiting”
„ I don’t speak English very well but here
I can use the services in my own language
and I am directed always to a cashier who
speaks it too.”
„ I have sent a text message to my branch
to make a pre-registration. It’s that simple.
I will never spend my lunch break in the
bank again.”
„ I was always treated like a valued customer.
With the VIP management policy now I get
even more.”
• 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
iQ
Display
7” touchscreen LCD
Menu
Unique design based on company image
Printer
3” thermal printer
Paper roll
Thermal paper - Length:130m, Width: 3”
Optional
RF receiver for RF staff calling terminal
Power supply
23V DC (printer)
Internal
PC-free, custom developed board
Case
Corian
No. of cashiers
Max. 20 cashiers/advisors
Models
Freestanding, wall mounted, desktop
EXE-Q
Display
19” touchscreen LCD
Menu
Unique design based on company image
Printer
3” thermal printer
Paper roll
Thermal paper - Length:130m, Width: 3”
No. of tickets
Average 1300 pcs/roll (with a 10cm length)
Power supply
23V DC (printer)
Internal PC
Optimal performance, highly reliable PC
Case
Dupont Corian in white color, with fitted
motorized card reader
No. of cashiers
Max. 40 cashiers/advisors recommended
No. of tickets
Max.5000 tickets/day recommended
Multi-Q
Display
19” /23”/32”touchscreen LCD
Menu
Unique design based on company image
Printer
3” thermal printer
Paper roll
Thermal paper - Length:130m, Width: 3”
No. of tickets
Average 1300 pcs/roll (with a 10cm length)
Power supply
23V DC (printer)
Internal PC
Optimal performance, highly reliable PC
Case
Metal/aluminium profile, grey coloured
No. of cashiers
Max. 40 cashiers/advisors recommended
No. of tickets
Max.5000 tickets/day recommended
Smart-Q
Display
19” touchscreen LCD
Menu
Unique design based on company image
Printer
3” thermal printer
Paper roll
Thermal paper - Length:130m, Width: 3”
No. of tickets
Average 1300 pcs/roll (with a 10cm length)
Power supply
23V DC (printer)
Internal PC
Optimal performance, highly reliable PC
Case
Metal/aluminium profile, grey coloured
No. of cashiers
Max. 30 cashiers/advisors recommended
No. of tickets
Max.4000 tickets/day recommended
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
LED MATRIX
Counter display
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
LED 7 SEGMENT
Cenral display
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
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
CUSTOMER FEED-BACK
THE 3-IN-1 SOLUTION
LCD COUNTER DISPLAY
Shows the called ticket number
DIGITAL SIGNAGE
Plays adverts while idle
CUSTOMER FEEDBACK
Various client surveys
Local management software
CDS 3.0
Modules
BASIC
Basic module
MANAGER
Monitoring and statistics module
CLOSING CODES
Closing codes module
EDITOR
Screen and ticket editor module
VIP
VIP customer management module
VOICE
Voice calling module
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
Central management software
CDS Mainframe Centralized Statistics and
Monitoring Server Software
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monitoring of entire network activity
global evaluation of workforce
global analysis of customers
taking actions quickly in case of an
unwanted event
preparation of more accurate strategy
decrease of overall costs
increase of Customer Services
efficiency
increase of sales productivity
DASHBOARD
VISUAL INFORMATION SOFTWARE
• Customized
map
• Branches by
regions
• Key indicators
• Always on top
• Quick and
easy overview
ONLINE WEB BOOKING
APPOINTMENTS ON THE WEBSITE
• Integrated into
the website
• Booking by
• Location
• Service
• Date & Time
• Booking code
• Confirmation
ONLINET LIVE
ONLINE COMMUNICATION
• Video chat
• Interactive
document or
form filling
• Effective
support tool
• Quick and easy
customer
management
SOFTWARE
SMS ALERT & CONFIRMATION
CREATING A FRIENDLY WAITING
If there are many waiting for the same
service
the system will offer to the customer, the
possibility of entering his mobile number.
During the waiting the customers doesn’t
need
to stay in the customer waiting area.
The system will send an automated
SMS/Text
when there are only 1 or 2 persons
waiting
for the same service.
iBOOKING
Smartphone App
FIND
the nearest branch
BOOK
an appointment
FEEDBACK
about your experience
INFORMATION &
SELF-SERVICE KIOSK
DIRECT ACCESS TO INFORMATION AND
AUTOMATED SERVICES
EQUIPMENT
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
INFORMATION AND
SELF-SERVICE KIOSK
Benefits
• Services accessible even 24/7
• Staff relieved from many routine tasks
• Increased number of daily transactions
• Unique advertising tool
• More positive company image
• Increased sales efficiency
• Increased revenue
DIGITAL SIGNAGE &
INTERACTIVE WINDOW
WAYFINDING, CAMPAIGN, NOTIFICATION
PATIENT INTERACTIONS
DIGITAL SIGNAGE
ODS
ONLINET DIGITAL SYSTEM
Components:
OMP – Onlinet Media Player (local)
OMM – Onlinet Media Manager (central –
option)
Formats:
PC video and picture formats
Animated presentation
Information
Advertising
displayed:
Ticketing information
News, Exchange rates, Anouncements
Display of the last 3-10 called tickets
Up to 4 tickers
Sound warning when a ticket is called
DIGITAL SIGNAGE
Benefits
• No more printing costs
• No more printed material logistic costs
• The adverts are out always in the right
time and 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 efficiency increased
• More professional image
• Profit increased
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 daily transactions
• Increased staff efficiency
• Increased possibility of sales
and cross-sales
• Marketing and advertising costs are
reduced
• Increased turnover
www.onlinetgroup.com