by the amp Benefits Profit Queue Management System 02 we change queues 03 04 the challenge customers management staff reduced waiting times comfortable waiting environment ID: 604174
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Slide1
generated
by the
&
Benefits
Profit
Queue Management SystemSlide2
02
we change queuesSlide3
03Slide4
04
the
challenge
customers
management
staff 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 strategySlide5
05
the
solution improves the Customer Services turns Customer Services into a Point of Sales
2
1
in
the
process
1
2
3
4
5
6
PRE-REGISTRATION
SERVICE SELECTION
WAITING
ADMINISTRATION/SALES
FEED-BACK
STATISTICS
Queue &
Customer
ManagementSlide6
06
1
PRE-REGISTRATION
customers
management
staff
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
BenefitsSlide7
07
customers
management
staff
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
2
SERVICE SELECTIONSlide8
08
customers
management
staff
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
3
WAITINGSlide9
09
customers
management
staff
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
4
ADMINISTRATION/SALESSlide10
10
customers
management
staff
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
5
FEED-BACKSlide11
11
customers
management
staff
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
6
STATISTICSSlide12
12
DESCRIPTION
%Waiting time (real)Decreaseup to 26%Waiting time (perceived)
Decreaseup to 75%Administration time
Decreaseup to 30%No. of customers served dailyIncrease
up to 28%Customer loyaltyIncreaseup to 35%Customer walk-awayDecrease
up to 25%Customer satisfactionIncreaseup to 60%Customer stress level
Decrease
up to 80%
Commercials, marketing reception
Increase
up to 50%
The figures
represents
average
data
,
based on our international expertise
with
various
customers
in operation and consulting
,
using
queue
management
system
.Slide13
13
DESCRIPTION
%Staff productivity/efficiencyIncrease
up to 30%Staff satisfactionIncrease
up to 35%Staff motivationIncrease
up to 40%Staff concentration ability
Increaseup to 30%Mistakes/errors
during
administration
Decrease
up to
6
5%
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
represents
average
data
,
based on our international expertise
with
various
customers
in operation and consulting
,
using
queue
management
system
.Slide14
14
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%
The figures
represents
average
data
,
based on our international expertise
with
various
customers
in operation and consulting
,
using
queue
management
system.Slide15
15
Direct
sales increase by up to 28%Cross-sales increase
by up to 15%
SALES ACCELERATORSThe number of customers served daily increases
The customer loyalty increasesThe customer satisfaction increasesThe customer openness increases
The marketing efficiency increasesThe customer walk-away decreases
The staff productivity increases
The staff motivation increases
Products that stay more closely to the customers needs
Offers, promotions that stay more closely to the customers needs
Better communication
Better service
The figures
represents
average
data
,
based on our international expertise
with
various
customers
in operation and consulting
,
using
queue
management
system
.Slide16
16
NO MORE
QUEUENO MORE
INFORMATION LOSTNO MORE WRONG DECISIONS
MORE SATISFIED CLIENTS MORE
ACCURATE STRATEGY MORE
PROFIT Slide17
17
ONLINET
Group is a European leader in developing, manufacturing Queue & Customer Management Systems and Digital Signage solutions. With branches in 6 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 almost
1,500 Customer Services.ONLINET Group in
a nutshellSlide18
www.onlinetgroup.com