Transcript customer visit management

SEDCO – Member of BIL Group
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More than 35 years of experience.
4000 employees.
USD 1.1 Billion Turnover.
Partnerships with pioneering world class companies.
Global Presence in the Middle East, Africa, Asia, and Europe.
Industry expertise – Aviation, Education, Financial Services,
Government, Healthcare, Manufacturing, Media , Retail and
Telecommunication.
Customer Experience Management
For more than 30 years and till this moment, SEDCO’s Customer Experience Management solutions are being used in more than 50
countries across the world by Finance, Telecom, Government, Healthcare, Retail and Utilities organizations.
Countries Covered
SEDCO Offices
Satellite Offices
UAE – Dubai
Saudi Arabia – Riyadh
Jordan – Amman
Turkey – Istanbul
Ukraine – Kiev
Belgium – Brussels
Poland – Warsaw
Customer Experience Management
SEDCO’s Customer Experience Management solutions simplify customers’ journeys at every touchpoint, inside and outside the branches.
As well as they fulfill both your customers’ and business needs:
Customers’ Needs:
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Convenient customers journey.
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Reduced efforts, waiting and service times.
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Better customer experience at every touchpoint.
Business Needs:
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Positive word of mouth.
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Maximized return on investment.
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Enhanced customer retention and loyal.
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Improved management, planning and control.
Mobile / Web
Walk-in Customer
Self Registration
Self Service
Check-in
Mobile
Customer Feedback Panel
Web
Waiting Digital Signage
Walk-in
Anywhere, Anytime
Customer Service
Self
Registration
Self Service
Kiosk
Customer Feedback Mobile
Self Service
Shop
Virtual Service
Machine
Mobile / Web
Walk-in Customer
Self Registration
Self Service
Check-in
Mobile
Customer Feedback Panel
Web
Waiting Digital Signage
Walk-in
Anywhere, Anytime
Customer Service
Self
Registration
Self Service
Kiosk
Customer Feedback Mobile
Self Service
Shop
Virtual Service
Machine
Mobile / Web
Walk-in Customer
Self Registration
Self Service
Check-in
Mobile
Customer Feedback Panel
Web
Waiting Digital Signage
Walk-in
Anywhere, Anytime
Customer Service
Self
Registration
Self Service
Kiosk
Customer Feedback Mobile
Self Service
Shop
Virtual Service
Machine
Mobile / Web
Walk-in Customer
Self Registration
Self Service
Check-in
Mobile
Customer Feedback Panel
Web
Waiting Digital Signage
Walk-in
Anywhere, Anytime
Customer Service
Self
Registration
Self Service
Kiosk
Customer Feedback Mobile
Self Service
Shop
Virtual Service
Machine
CUSTOMER VISIT MANAGEMENT
Multi-Touch Point
Customer Experience
CUSTOMER VISIT MANAGEMENT
“Customer Visit Management System®” is a revolutionary approach that focuses on all aspects of the customer visit
and is tightly integrated with your processes and systems.
Appointment
Location Based Services
Check in
Identification
Targeted
Advertisement
Customer
Feedback
Greet Customer by
Name - Cross Selling
Appointment
Location Based Services
Mobile
Feedback
CUSTOMER VISIT MANAGEMENT
“Customer Visit Management System®” is a revolutionary approach that focuses on all aspects of the customer visit
and is tightly integrated with your processes and systems.
CRM
Quality
Assurance
HR
Systems/Processes
Systems/Processes
Marketing
Other Core
Processes
Strategic Planning
CUSTOMER VISIT MANAGEMENT
Mobile:
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Easy to use application for your mobile phone.
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Finding the nearest branch and the navigation function.
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Choice of establishments with the shortest waiting time.
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Appointment booking from mobile phone.
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Automatic reminders of appointments.
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Allow customer to join the queue without Kiosk, avoid customer queues at
branches’ doors around opening hours.
CUSTOMER VISIT MANAGEMENT
Customer Identification & Self Registration:
o Identify customer based on a loyalty card, ID or phone number.
o Print a the ticket or ticketless through SMS.
o On the printout, receive useful information, eg. about special offers, or
the documents required for a specific service.
o Customizing the content of the printed ticket (specific client / group /
case etc.).
o Customer fill in e-Form forms, no data re-entry is required.
Self Registration
Timeless and elegant design, customizable ticket machines? To customer
requirements. Intuitive interface created from panel
Paperless Ticket
Custom print queuing ticket
CUSTOMER VISIT MANAGEMENT
Digital Signage:
o Competent message to the right audience at the right time
o In the waiting room on LCD screens are displayed in a dedicated
information (eg. Offers) - tailored to their customers who are
actually present in the facility).
CUSTOMER VISIT MANAGEMENT
Queuing & Routing:
o Call customers to counter appear on the screens and main screens.
o Between calls display advertisements and other targeted information.
o Agents receives a set of key information about the client before he
approached the counter.
o Facility manager has a preview of the current operating state of individual
consultants / windows. Receives alerts, eg. In case of a sharp rise waiting lists
- can intervene immediately!.
Counter Displays – LED and LCD (15’’).
Counter Employee Software
Control Panel for branch manager. Color codes reflect the status
of the position.
CUSTOMER VISIT MANAGEMENT
Customer Feedback:
o Examine customer feedback on service quality – either during the client visit
through touch panels, or after the visit (thanks to mobile applications, IVR and
SMS surveys).
o Analyze data (eg. an assessment of the quality of service) for the level of
individual employee, service provided, health facility, as well as eg. in the
context of the types of cases handled by customers.
o Optimize the work of employees- correct their mistakes, supporting councils;
make decisions Personal.
o Use the data collected from customers in the planning / modification of
corporate strategy.
The survey of customer satisfaction
through a mobile
Counter Bases Customer Feedback
Panel Devices
CUSTOMER VISIT MANAGEMENT
Business Intelligence:
Analyze the past, monitor the present, predict and plan the future
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3. See the full picture and dig
down to any level of details
2. Define your Organizational
Structure
1. Configure your KPIs
CUSTOMER VISIT MANAGEMENT
Business Intelligence:
• Customer
Satisfaction
Live and Statistical
Index
Dashboards
•• Customer
Feedback
Overall Picture
At
• Customer
First LookBehavior
• Live Monitoring
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CXO’s
CX
Level
Middle
HR
Manager
Direct
Managers
Operations
Employees
Marketing
• Growth
DetailedRates
Reports
• Cross
DownSelling
to
Opportunities
Transaction Level
• Employee
High LevelUtilization
Data
• Employee
Behavior
with Dig Through
Capabilities
• Live
Monitoring
Direct
Feedback
• Employee
Utilization
About Performance
Compared to
• Branches
Performance
Organization KPIs
CUSTOMER VISIT MANAGEMENT
Live Monitoring & Alerts
o Customizable View:
- Displays only the necessary data and analyze the them at first
glance (color-coded).
o Email and SMS alerts:
- The system monitors business performance and sends alerts to
the appropriate person (s), depending on the problem.
CUSTOMER VISIT MANAGEMENT
Reports:
o Customers Traffic (hourly, daily, monthly):
– Predict the load centers, plan resources, minimize queue.
o Branches Performance:
– Compare the establishment and manage the performance of individual
employees and their teams.
o Employees Efficiency:
– Objectively judge employees, motivate and reward them.
CUSTOMER VISIT MANAGEMENT
Reports:
o Growth reports - monitor the demand on of a specific service in a specific
time.
o Rankings (best / worst) employees, branches, regions, employees at a
given position, etc. - The most important data. Available at a glance.
o Indicators of customer satisfaction - analyze raw data or use them to build
more complex models customer satisfaction survey.
CUSTOMER VISIT MANAGEMENT
Data mining wewnątrz ogromnej bazy danych– Pobierz raporty szybko i łatwo.
Strategic Analysis
Analyze huge data, collected from various customer touch points get reports
fast and easy
CUSTOMER VISIT MANAGEMENT
Data Mining
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Discover the hidden meaning behind your data.
Find hidden relations between things.
SELF SERVICE SOLUTIONS
Self Service Kiosks – Automation Service
Systems/Processes
SELF SERVICE KIOSKS
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Replace your branch with a Kiosk that
provides all services at a fraction of the
cost.
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Increase revenue by more market reach
and 24/7 availability – Anywhere Anytime.
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Use digital signage to promote your
products and services.
Systems/Processes
SELF SERVICE KIOSKS
Possible Services for Telecom
Possible Components
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Registration of new customers
with biometric and ID verification.
SIM card Dispensing for new
customers.
SIM Swapping and additional SIM
for existing Customers.
Lost SIM and Replacement.
Payment (Cash, Card, Cheque).
Bill Payment
Bill Printing
Top up
Service Management
(Activate/Deactivate)
Customer Feedback
Digital Signage Screen
Touch screen
Scanning / Reading (Passport
Scanner & Reader, ID Reader, A4
Scanner, Barcode Reader)
• Printing / Issuing (Receipt
Printer, A4 printer, Card
Systems/Processes
Dispensing, Card Issuing)
• Payment Devices (Card
Payment, Cash Payment, Cheque
Deposit, Cash Dispensing)
• Biometrics (Fingerprint scanner,
Signature Pad, Camera)
SELF SERVICE KIOSKS
Payment Kiosk
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Economical solution for
card and cash payment.
Provides all Telecom
services that require
payment: bill payment,
top up, … etc.
Small form factor.
Systems/Processes
SELF SERVICE KIOSKS
Systems/Processes
SELF SERVICE KIOSKS
Systems/Processes
SELF SERVICE SOLUTIONS
Self Service Shops
Systems/Processes
SELF SERVICE SHOPS
Systems/Processes
SELF SERVICE SOLUTIONS
Virtual Service Machines
Systems/Processes
VIRTUAL SERVICE MACHINES
Systems/Processes
VIRTUAL SERVICE MACHINES
Systems/Processes
SELF SERVICE SOLUTIONS
Management, Monitoring & Reporting
Systems/Processes
SAMPLE CUSTOMERS LIST
SEDCO enjoys an enviable end client base across multiple industries in the region
Banking
Government
Healthcare
Telecom
Thank You