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&Benefits Profit
Queue Management System
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we change queues
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the challenge
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
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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
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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
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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
2 SERVICE SELECTION
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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
3 WAITING
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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
4 ADMINISTRATION/SALES
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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
5 FEED-BACK
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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
6 STATISTICS
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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 represents average data, based on our international expertise with various customers in operation and consulting, using queue management system.
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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 represents average data, based on our international expertise with various customers in operation and consulting, using queue management system.
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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.
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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 represents average data, based on our international expertise with various customers in operation and consulting, using queue management system.
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NO MORE QUEUENO MORE INFORMATION LOSTNO MORE WRONG DECISIONS MORE SATISFIED CLIENTS MORE ACCURATE STRATEGY MORE PROFIT
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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 nutshell
www.onlinetgroup.com