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Document type:

Registered as:

Date:

CASE STUDYONL/01-10

12-03-2010

ONL01

WHYWILL INVITE

HIS CUSTOMERS FOR A COFFEE?

VODAFONE

CONFIDENTIA

L

Order No: 2010/001

F I L E S

VODAFONE:THE FINE ART OFCUSTOMER SERVICE

INFORMATION IN A TOUCH

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2.

„Customer Services is the place“says Ferenc Halász

Campaign Manager, Vodafone Hungary

„ We work hard to get and keepour customers trust. In many cases the Customer Services is the place

where we find out, if our efforts has reached it s purpose.

ONLINET does a lot, in order to reach them.“

&Figures

Vodafone GroupEstablished:Headquarter:Global presence:No. of customers:No. of employees: Global revenue:

Vodafone HungaryEstablished: No. of customers:No. of mobile internet customers:No. of employees: Retail shops:Market share:

1984 (subsidiary), 1991 (independent) Newbury, United Kingdom

27 countries, 40 partner networks more than 300 millionmore than 79,000

41.02 billion GBP (09/2008)

1999 more than 2 million

almost 300kalmost 2000

22 own shops, 200 dealer shops 21.91% (05/2009)

THE CHALLENGE

One of the secrets of VODAFONE Hungary s success is theexcellent customer careand service.The retailshops re-presents an important field in the interaction with the customers. The shortwaiting times and theaccurate service wasalways a major priority.But VODAFONE has felt that the good can be madebetter.

Among the sales reports it would be important to know, what the customers think about the quality of service. The waiting time spent in a useful way,the exploration of cross-sales opportunities was animportant purpose too. Above all these, the leadingmobile service supplier had a firm idea, about a plusthat none of his competitors offer to it s customers.

The first installation of the combined ONLINET and CISCO solution was in the VODAFONE retail shop, located in the Alle Mall in Budapest. This will be followed by the the whole VODAFONE owned shop chain. As part of the solution, every ONLINET ticket dispenser with 17" touchscreen installed in the VODAFONE shops since 2003, was replaced with a modern 26" touchscreen ticket dispenser model. The advantage of these models is that can display commercials and and menus in the same time . The next part is the Cisco DMP (digital media player) with which the content on the LCD screens pla- ced in the window display and customer waiting area, can be uploaded and controlled from a central location.

THE SOLUTION

in co-operation with:in co-operation with:in co-operation with:

“ONLINET is a flexible partner“

says Laszlo Gyorgy - CEO, CISCO Hungary

“ ONLINET really understands new market needs , and also realized that innovation can turn "simple" products into an effective IT solution.“

Facts

,

,

,

F I L E SINFORMATION IN A TOUCH

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Waiting for more than 8 min.?

Coffee or hot chocolate? The VODAFONE retail shop, operating in the Alle Mallin Budapest, treat his customers who has to wait more than usual, with something unique. At the ticket dispenser termi-nal after selecting a service, each customer can enter his mobile number on the touchscreen. If someone has to waitfor more than 8 min., in a text message, will receive a codeon his phone, with which can have a coffee or a hot choco-late from the vending machine, placed in the customerwaiting area.

“WE GET SMILE(Y)“

CONSULTINGFOR INCREASED EFFICIENCY

It is not enough to have a feeling that your customers are happy, this has to be a matter of fact.From now on,every retail shop owned by VODAFONE, will measure andrecord the customers „level of satisfaction“. This isdone by a desktop touchscreen kiosk and a special application which runs on it. At the end of the admi-nistration, each customer leaves his feedback byselecting one of the three icons on the screen (happy,indifferent and sad face). The selection of the customeris recorded, together with the rest of data related tohim and later can be included and displayed in the statistics.

The heart of the system is the ONLINET CDS Monitoring and Statistics software. Using thissoftware we can collect a great amount of datafrom the system which will help not only in taking immediate actions, but also in planningand developing a long-term strategy. ONLINET,through the consulting services, will analyze thedata recorded by the Queue Management System,in the 22 retail shops owned by VODAFONE, inorder to give strategically important advices.The purpose of the consulting service is to makethe VODAFONE retail shops operation moreefficient.

in co-operation with:

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in co-operation with:

ONLINET Group in a nutshell

© Copyright O

NLIN

ET Group 2010. Created M

arch 2010. ON

LINET G

roup endeavours to ensure that the information in this docum

ent is correct and fairly stated, but does not accept liability for any errors or om

issions. © Cisco nam

e and logo are registered trademarks of Cisco System

s Inc.Vodafone name and logo are registered tradem

arks of Vodafone Group Plc. A

ll rights reserved.

Success Storyin Romania

ONLINET closed a contract with VODAFONE Romaniain 2007, for delivery and installation of Queue Mana-gement Systems. According to the agreement 33retail shops were equipped with these systems andanother 5 at the beginning of 2010. The main compo-nent of the system is the Smart-Q ticket dispenser terminal. The smallest system manages 3 and the largest manages 13 cashiers.

Established: 2005 (former Connex network)No. of customers: almost 10 millionNo. of retail shops: 167VODAFONE is the second largest mobile service provider inRomania.

Vodafone Romania in figures

Equipments:

Services:

Queue Management System(average no. of cashiers: 7)Multi-Q ticket dispenserwith 26" touchscreen ONLINET CDS monitoringés statistics softwareClient survey/feedbackkioskCisco DMPmedia playerCisco DMSmedia managementLCD screens

ConsultingSite surveyProject managementInstallationTrainingMaintenanceSupportHelpdeskConsumables supply

Equipments and servicesprovided to VODAFONE HUNGARY

ONLINET Group is a European leader in developing, manufacturing Queue & Customer Management Systems andDigital 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.

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FOR YOUR EYES ONLY! WWW.ONLINET.EU