generated by the

&Benefits Profit

Queue Management System

02

we change queues

W H AT W E D O ?

03

I N T R O D U C T I O N

Banking & Finance

04

the challenge

I N T R O D U C T I O N

customers managementstaff• 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

05

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

the solution• improves the Customer Services• turns Customer Services into a Point of Sales

21in

the process

123456

PRE-REGISTRATIONSERVICE SELECTION

WAITINGADMINISTRATION/SALES

FEED-BACKSTATISTICS

Queue &CustomerManagement

06

T H E P R O C E S S

1 PRE-REGISTRATION

customers managementstaff• 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

07

customers managementstaff• 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

T H E P R O C E S S

2 SERVICE SELECTION

08

customers managementstaff• 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

T H E P R O C E S S

3 WAITING

09

customers managementstaff• 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

T H E P R O C E S S

4 ADMINISTRATION/SALES

10

customers managementstaff• 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

T H E P R O C E S S

5 FEED-BACK

11

customers managementstaff• 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

T H E P R O C E S S

6 STATISTICS

12

R E T U R N O N I N V E S T M E N T

DESCRIPTION %

Waiting time (real) Decrease up to 26%

Waiting time (perceived) Decrease up to 75%

Administration time Decrease up to 30%

No. of customers served daily Increase up to 28%

Customer loyalty Increase up to 35%

Customer walk-away Decrease up to 25%

Customer satisfaction Increase up to 60%

Customer stress level Decrease up to 80%

Commercials, marketing reception Increase up to 50%

The figures are estimates based on our international expertise in operation and consulting.

13

R E T U R N O N I N V E S T M E N T

DESCRIPTION %

Staff productivity/efficiency Increase up to 30%

Staff satisfaction Increase up to 35%

Staff motivation Increase up to 40%

Staff concentration ability Increase up to 30%

Mistakes/errors during administration Decrease up to 65%

Staff stress level Decrease up to 45%

Accuracy of strategy Increase up to 50%

Overall efficiency of Customer Services Increase up to 34%

The figures are estimates based on our international expertise in operation and consulting.

14

C O S T R E D U C T I O N

Operational cost decrease by up to 18%Staff related costs decrease by up to 20%Working time related costs decrease by up to 18%Loss caused by customer walk-away decrease by up to 38%Loss caused by staff mistakes/errors decrease by up to 65%Marketing costs decrease by up to 30%Training cost decrease by up to 45%

The figures are estimates based on our international expertise in operation and consulting.

15

I N C O M E I N C R E A S E

Direct sales increase by up to 28%Cross-sales increase by up to 15%

SALES ACCELERATORS

The number of customers served daily increases

The customer loyalty increases

The customer satisfaction increases

The customer openness increases

The marketing efficiency increases

The customer walk-away decreases

The staff productivity increases

The staff motivation increasesProducts that stay more closely to the customers needsOffers, promotions that stay more closely to the customers needs

Better communication

Better serviceThe figures are estimates based on our international expertise in operation and consulting.

16

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

17

A B O U T U S

ONLINET Group is a European leader in developing, manufacturing Queue & Customer Management Systems and Digital Signage solutions. With branches in 7 countries and resellers on 3 continents we provide solutions in the Financial, 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 customers daily in more than 1,200 Customer Services.

ONLINET Group in a nutshell

Thank YOU! Laszlo Penzes +44 796 8489261 laszlo.penzes@onlinet.co.uk www.onlinet.eu

I N F O R M AT I O N I N A T O U C H