CUSTOMER FLOW MANAGEMENT SYSTEM

Transcription

1 CUSTOMER FLOW MANAGEMENT SYSTEM

2 ...ABOUT US...ABOUT US... Dora Inc., established in 2005, converts life easing technologies including customer flow management systems into economical solutions. Our main product S-Matik Queuing System is very well known in the banking technologies world. Industrial, electronic and software design & development are implemented in-house and our products are also manufactured in our factory. After sales support is also given by our own offices and by subcontractors throughout Turkey whereas all sales and after sales activities are managed through distributor channels in international markets. We have successfully rolled out our systems in health, public and telecommunication sectors in national and international markets. Today, our references exceed sites in Turkey and our market share is increasing in Russia, CIS, Eastern Europe and the Arabian peninsula. Dora Inc. is certified with ISO 9001:2008 in production, sales and servicing of queuing systems. S-Matik products are CE certified. -2-

3 ...WHAT IS S-MATIK?...WHAT Integration with core banking Local and remote operability Integration with other queing systems Broad product range Flexibility in software development Branch operational excellence with TCR integration WHAT IS S-MATİK? S-Matik is a customer flow management system that reduces actual waiting time, increases service quality, provides input to CRM systems and allows operators to plan their resources. Typically banks, telecom operators, hospitals, public administrations and utility providers drive clear benefits from S-Matik. Hardware Components Ticketing equipments (kiosk and ticket machines) Displays (main displays, counter displays and information boards) Desktop terminal Interface Ding dong Power supply Software Components Management software Virtual terminal Voice recording software LCD/Plasma TV displaying software Call feature by human voice -3-

4 .HARDWARE COMPONENTS. TICKETING EQUIPMENTS Two types of ticketing equipments can be used: Kiosks and ticket printers. Kiosks include computer hardware and are most commonly preferred by large accounts due to their functionalities and industrial designs. Ticket printers are ideal for small size companies looking for more economical solutions. KIOSKS Touchscreens, known as kiosks, are more user-friendly and can be used to issue and print tickets. S-Matik system comes with two kiosk types; I-Box and S-Box. TICKET MACHINES Ticket printers issue tickets with the queue number of the customer and can be used either as free standing in spacious places or as desktop in small size offices. Unlike traditional printers, company logotypes, date and time can also be printed on the ticket. In some applications, card readers are also integrated. Ticket machines can support up to 14 buttons. I-Box Kiosk Grey S-Box Kiosk White Grey C-Box Ticket Machine (Freestanding) Grey C-Box Ticket Machine (Desktop) Grey Common features of kiosks: PC, touchscreen, ticket printer, motorized card reader and operating system. Side bars can be produced in different colours. Carried out on a project basis. -4-

5 .HARDWARE COMPONENTS. DISPLAYS An S-Matik System comprises of 3 display types: Main displays, counter displays and information displays. All S-Matik displays are made of matrix LEDs which allow the displaying of alphanumerical characters and sliding texts unlike conventional seven segment displays. The displays are available in red, green, blue and amber LED colors. MAIN DISPLAYS Main displays indicate queue information and forward waiting customers to the assigned counter. Institutions with low transaction volumes usually prefer single row main displays which are generally hung on the wall in front of the waiting area; however it is essential to use multi-row main displays in spacious places or crowded environments. FEATURES Displays numerical characters, letters and symbols. Supports various font types in Windows. Ticket number can be displayed as 3 or 4 digits Letters and numbers can be combined (e.g. letter and double digit counter number) Texts and numbers can be displayed in still or sliding formats Motion, sliding and flash effects can be applied No loss of image quality at side view Various installation options available (ceiling, wall and desktop) Arina Series Main Display Arina 10x48 Matrix Single Row Main Display - Red LED Arina 10x48 Matrix Two Rows Main Display - Red LED Arina 10x48 Matrix Three Rows Main Display Red LED Arina 10x48 Matrix Four Rows Main Display Red LED Arlon Series Main Display Arlon 10x48 Matrix Single Row Main Display - Red LED Arlon 10x48 Matrix Single Row Main Display - Amber LED Arlon 10x48 Matrix Single Row Main Display - Blue LED Arlon 10x48 Matrix Single Row Main Display - Green LED Aura Series Main Display Aura 10x48 Matrix Single Row Main Display Red LED Aura 10x48 Matrix Single Row Main Display Amber LED Aura 10x48 Matrix Single Row Main Display Blue LED Aura 10x48 Matrix Single Row Main Display Green LED Arlon and Aura series main displays are available in red, amber, green and blue LED colors. Ticket number can be displayed as 3 or 4 digits. Main displays can be cascaded in 2, 3 or 4 rows. -5-

6 .HARDWARE COMPONENTS. COUNTER DISPLAYS Counter displays indicate the queue number of the customer being serviced at the relevant counter. One single row counter display is placed at each counter position. The ticket number can be displayed as 3 or 4 digits. FEATURES Displays numerical characters, letters and symbols. Supports various font types in Windows. Ticket number can be displayed as 3 or 4 digits. Letters and numbers can be combined ( e.g. letter and double digit counter number) Texts and numbers can be displayed in still format No loss of image quality at side view Various installation options available ( ceiling, wall and desktop) Arina Series Counter Display Arina 10x40 Matrix Counter Display - Red LED Arlon Series Counter Display Arlon 10x40 Matrix Counter Display - Red LED Arlon 10x40 Matrix Counter Display - Amber LED Arlon 10x40 Matrix Counter Display Blue LED Arlon 10x40 Matrix Counter Display - Green LED Aura Series Counter Display Aura 10x40 Matrix Counter Display - Red LED Aura 10x40 Matrix Counter Display - Amber LED Aura 10x40 Matrix Counter Display Blue LED Aura 10x40 Matrix Counter Display Green LED Arlon and Aura series counter displays are available in red, amber, green and blue LED colors. Ticket number can be displayed as 3 or 4 digits. POWER SUPPLY The power supply converts 220 V AC input to 24 V DC output required by the system components. It powers all S-Matik hardware components except the kiosk and ticket machines. S-Matik 24V 45.A Power Supply

7 .HARDWARE COMPONENTS. INFORMATION BOARDS Information boards are bigger in size and ideal for displaying sliding texts such as welcoming messages and notices. Up to 12 alphanumerical characters can be displayed. FEATURES Displays numerical characters, letters and symbols. Supports various font types in Windows. Displays up to 12 characters Letters and numbers can be combined ( e.g. letter and double digit counter number) Texts and numbers can be displayed in still or sliding formats Motion, sliding and flash effects can be applied No loss of image quality at side view Various installation options available (ceiling, wall and desktop) Arina Series Information Board Arina 10x96 Matrix Information Board Red LED Aura Series Information Board Aura 10x96 Matrix Information Board Red LED Aura 10x96 Matrix Information Board Orange LED Aura 10x96 Matrix Information Board Blue LED Aura 10x96 Matrix Information Board Green LED Aura series information boards are available in red, amber, green and blue LED colors. DESKTOP TERMINAL Desktop terminal is used to call customers from the waiting list or forward them to other services. It supports user based ID codes and enables performance reporting of users. INTERFACE S-Matik Interface is the heart of the S-Matik system and links the communication between system hardware and management software. It operates on LAN and WAN, enables remote monitoring (number of customers visiting, transactions times, etc.) of all sites with S-Matik installations and checks number of connected users. S-MATİK AT19 Desktop Terminal S-MATİK Interface

8 .SOFTWARE COMPONENTS. MANAGEMENT SOFTWARE S-Matik Management Software manages the entire S-Matik system. All transactions (data) performed in the system are registered in specific fields, converted into information and reported for CRM purposes. The software has two versions: S-Matik Connect and S-Matik ConnectPlus. The architectures of these versions are described graphically under MANAGEMENT SOFTWARE ARCHITECTURES section. Both versions are composed of 4 basic modules: a. System Configuration b. Device Management: Used to set-up all S-Matik hardware and virtual terminal c. Ticket Editor d. Reporting The reporting module is built up of 4 categories as follows: 1. Reporting 2. Branch Monitoring 3. HQ Monitoring 4. Branch Setup 1. Reporting Using the Reporting Module, 13 different types of reports can be retrieved: Average transaction times, average waiting times, total number of customers, number of customers served/not served. These reports can be timely (hour, day, month), category, counter or branch based. Moreover; sub transactions, ticket details, login and logouts per counters and users can be reported. Below is a screenshot example: -8-

9 .SOFTWARE COMPONENTS. 2. Branch Monitoring Under this tab, detailed branch information can be monitored online. There are 2 tabs with 3 sections as explained below: Statistics By Categories In this section, you can view online monitoring information about categories including: Category Ticket Number Last Called Customer Number of Waiting Customers Average Transaction Time Average Waiting Time Maximum Waiting Time Number of Customers Served Number of Customers Above Targeted Waiting Time Counter Number User User Priority Priority Category Ticket Number Detailed Info About Tickets This window is used to display details of a selected ticket: Ticket no., category, ticket issue time, database level, call time, end time and number of customers not served. Ticket No.: Number of the ticket taken by customer Category: Name of category from which ticket was taken Issue Time: Time ticket is issued DB Level: VIP level of customer (in case of card reader application) Call Time: Calling time of customer from the counter (transaction starts) End Time: Ending of serving time of customer (transaction ends) Counter No.: Number of counter from which the customer is called Below is a screenshot: 3. HQ Monitoring This report is used to monitor the performance parameters of all branches in a unique table. The listed parameters are: Branch name, active counters, number of waiting customers, average and maximum transaction and waiting times, number of total/served/unserved customers and last reset time. -9-

10 .SOFTWARE COMPONENTS. MANAGEMENT SOFTWARE ARCHITECTURES S-MATİK CONNECT This software is installed in a PC in the branch and runs locally. The reports are generated locally and replicated to headquarter. Corporate System Integration Terminal VTHttp** Terminal Integrator Ticket Dispenser* CRM-Segmentation Integration VipCon Terminal Manager S-MATiK TV S-MATiK Voice S-MATiK Record S-Matik Connect Management Software Manager (Client) SQL Database Reporter User Management Replicator Figure-1 : S-Matik Connect Architecture Reporter HQ Database Corporate System Integration VTHttp** Terminal Integrator Ticket Dispenser* CRM-Segmentation Integration S-MATİK CONNECTPLUS BRANCH Terminal Terminal Manager Database VipCon S-MATiK TV S-MATiK Voice S-MATiK Record In this architecture, the core of the management software application runs in the branch and some functions are managed remotely as follows: System Editor: Branches and users are defined in this window and users are assigned to branches by headquarter. Priorities are also set in this screen. CENTER System Editor Branch and user definitions from HQ Assigment of the defined user to the branch by defining the priority SQL Database Reporter Admin Messenger Category Based Under/Above Limit Mailing (Waiting time/# of waiting customers) Admin Messenger: Lower and upper limits for customer numbers and service time periods of branches and categories are defined in this window. In case limits are exceeded, designated users are sent s. Figure-2: S-Matik ConnectPlus Architecture S-Matik ConnectPlus Management Software * Interactive kiosk interface application. The application allows displaying of videos, images and texts on the screen which are designed for specific customers. ** Is the structure which links the communcation between corporate application and S-Matik system in case terminal functions are integrated into corporate applications. -10-

11 .SOFTWARE COMPONENTS. S-MATİK VOICE S-Matik Voice is a call feature by human voice. The voice samples and customer direction statements are prepared in the requested language. Voice direction can be executed in dual languages simultaneously. S-MATİK TV S-Matik TV is a solution used to carry queuing information generated within the S-Matik system to external devices such as a plasma/lcd TV. The output device screen is divided into 3 areas: Area-1: Queuing information Area-2: Video field Area-3: Sliding messages Recorder Server When a customer is called, the relevant microphone is turned on and voice recording is started. The recording continues until the next customer is called or the terminal is turned off automatically. Controls start and end commands Records voice files by zipping them Is used to set-up record and microphone parameters S-Matik TV software is used together with S-Matik TV interface. Voice Record Control When a customer is called from a counter, recording starts and the relevant counter is marked with a red square on the screen. It sends start and end commands to the Recorder Server S-MATİK TV / S-MATİK Voice Interface S-MATİK TV Software S-MATİK RECORD S-Matik Record is a voice recording software that enables the recording, reporting and back-up of dialogues during transactions at the counters. S-Matik Record is made of 4 main modules: Recorder Server Voice Record Control Reporter&Viewer Back-up Tool S-MATİK Record Interface S-MATİK Record Software Reporter & Viewer List the records Sort the records according to date and time intervals and play them back Report the records Back-up Tool Backs-up and deletes records and sends back-up information by . VIRTUAL TERMINAL Virtual terminal is a software interface used to perform exactly the same functions as a desktop terminal does. It is installed in the PC at the teller position. In most advanced applications, it is embedded into core banking software S-MATİK Virtual Terminal -11-

12 This document is for general guidance only and when required Dora A.Ş. is pleased to give detailed specififcations of its products in this document. As our products and services are under continuous development, we recommend our customers to check that the information contained herein is up to date. Although special care has been taken while preparing this document, Dora A.Ş. neither takes any responsibility for typographic errors nor is liable for damages which might arise from the use of information contained herein. This document is not part of a contract or licence. Dora and S-Matik are registered trademarks of Dora A.Ş DORA TEKNOLOJİK BİLGİSAYAR ÜRÜNLERİ ENDÜSTRİ A.Ş. Factory ESC (D-100) Karayolu Üzeri, Bekirpaşa 2. Sapağı Karşısı Bekirpaşa / Sakarya - Türkiye Tel : +90 (264) Fax : +90 (264) İstanbul Office Tel : +90 (216) (216) Fax : +90 (216) V02