HOW IT WORKS 1. ARRIVAL 2. WAITING 3. SERVING 4. POLLING 5. REPORTING

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1 equeue Management Vastech s Queue Management System takes customer flow management to an entirely new level. eq tunes up your waiting area so that your clients have a pleasant experience throughout by offering them a hassle-free and personalized service. The eq system is practical for facilities that require managing physical queues dynamically like embassies, airports, immigration centers or those with 'dispersed queues' to allow customers the freedom to browse while waiting for their turn for example super markets; and yet others that want their customers to catch a breath before serving them like banks, hospitals etc. - eq system is sure to speed up service time, reduce frustration, enhance customer experience and ensure fair service. This systematic approach towards crowd management gives more control to the front-end personnel, thereby empowering them to ensure dedicated service. eq's state-of-the-art Reporting Engine equips management with valuable information to measure their staff performance against service standards for continuous improvement. eq's audio component for announcement, flexibility in content management allows for in-store promotions and better customer guidance. Delighted customers, empowered employees and informed management - all translate into increased revenue for your business.

2 HOW IT WORKS 1. ARRIVAL Customer-centric businesses make certain that their customers feel welcome when they enter the service center. After choosing a service category from the prominently placed interactive ticketing machine, the customer is given a token number and is asked to wait until called. 2. WAITING This is a critical stage in the overall service experience because the individual is anxious and uninformed. By placing information displays at strategic positions in the waiting area, the customer can be kept well informed and relaxed while staff members cater to their customer s requirements and make sure that they are comfortable and feeling well looked after. 3. SERVING When the ticket number is called by the customer moves to the relevant counter. It is imperative that this service is at least as efficient and enjoyable as the preservice waiting experience. Although customer satisfaction at this stage is dependent on the interest and ability of the counter staff, the lobby area manager can monitor service time and customer feedback in real-time. 4. POLLING The moment immediately after completion of service is an incredibly valuable but often neglected opportunity to gain feedback directly from the customer. Real-time polling gives managers and staff the ability to find out whether their efforts are resulting in increased customer satisfaction and if they are consistently delivering a great service experience. 5. REPORTING Business analytics is an integral part of the business toolkit for any modern organizations. Branch and central management can use reporting and analysis tools to remotely monitor service KPIs across the branch network in real-time to identify top performing branches and employees, and to resolve service bottlenecks.

3 SYSTEM COMPONENTS eq System is a combination of five distinct modules. Synchronization among all the components of eq system is maintained through the application software, eqwave. Another sub-unit of eqwave is its robust Reporting Engine that allows the management to measure its counter staff s performance. Reporting Engine also provides vital data for efficient management of your waiting area. Ticket Dispenser Unit (TDU) The Ticket Dispensing Unit, as the name implies, issues tickets to customers as they walk in. These tickets are printed according to serial numbers along with ticket issuing date and time. Counter Display Unit (CDU) A Counter Display Unit is used to display the customer number being served at that particular counter. It is mounted on top of the counter or suspended from its ceiling. CDUs come in a variety of casings. Counter displays are also available in a Wireless Option and can get power from the controller unit, removing the need for power cables. Teller Station Unit (TSU) The Counter staffs view the Ticket number being serviced on their counter Soft Teller Stations Unit (STSU) The soft teller stations unit is a software version of

4 and call the next customer using the Teller Station Units. Each Teller Station consists of an LCD based display module that helps the counter staff in keeping track of the activities on the counter. teller station unit. There is no physical device for it. It runs as software in computer. It functions are same as hard TSU. Status Display Unit (SDU) These units are used to announce a new Ticket number along with the counter number where the customer has to proceed to. The SDU are LED 7- segment based as well as DOT MATRIX segment based. SDU Multimedia This multimedia version of SDU reaches your customers with ticket information superimposed on video content showing off on any LCD/CRT/Plasma based lobby display. The show is interrupted when ticket and counter information is to be displayed. In this we have two options. 1. L-Shape calling with the option of DVD or TV. 2. Multi row calling (no video)

5 eq Wave eqwave is a multifunctional, network enabled application package. Its various utilities include ticket designing software, configuration software and reporting tool. Its powerful reporting engine records every little detail to help you with better decision making. Central Reporting Central Reporting software is a must for companies having eq systems installed at its multiple branches. This software provides management with reports of all the branches under one roof. It offers: - Real Time Statistics of all branches - Summarized Comparison - Total Customer Count and Stats - Avg Waiting and Service Time - View of any Branches information

6 BUSINESS INTELLIGENCE Service efficiency and customer satisfaction are critical to the success of any customeroriented business. The eq Business Intelligence Suite is a family of information gathering and reporting tools made available to help branch managers and service staffs optimize service performance as it happens. eq Informer / Data Ticker Display eq Informer provides an instant view on performance of customer service staff, reducing the need for accessing computer terminals and generating physical reports. eq Informer displays real time service statistics in single glance making the facility engaging for waiting customers and critical for branch staff.the Informer integrates with an eq Reporting and displays real time statistics and KPIs on LED scrolling ticker displays at the branch or head office. eq Notifier / SMS Reporting eq Notifier integrates with the eq Central Reporting and provides daily traffic report and key statistics to top management at the end of day via SMS or . This facility is extremely beneficial for managers who can not be present all the time but need to know what's happening at their branch. Key performance indicators can be generated at the branch, regional, and company level.

7 eq Polling / Customer Feedback WAVETEC SmartPoll is the most efficient way of getting customer feedback immediately after service delivery. With a simple touch screen interface and sleek design eq Polling devices are appealing and effectively placed to maximize data collection. Smart Poll records your customer's feedback electronically, providing immediate and easy access to aggregated data tightly integrated with eq Reporting. Reporting Central Reporting software is a must for companies having eq systems installed at its multiple branches. This software provides management with reports of all the branches under one roof. It offers: - Real Time Statistics of all branches - Summarized Comparison - Total Customer Count and Stats - Avg Waiting and Service Time - View of any Branches information CLIENTS Emirates Airline Kampala Warid Kampala Warid Mbale Warid Lira Warid Mbarara