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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

+36-70-455-0003istvan.ujfalvi@onlinet.hu