IQ Queuing Management System

Transcription

1 IQ Queuing Management System

2 1- Product Over View Over View: IQ is a customer flow management system to achieve a better Quality of service to customers, employees, branch managers and corporate managers to enhance the investments through giving their customers better and faster service. IQ not only manages customers better but also manage the time of employees better and monitoring the performance of the employees to make sure that people are assigned at the right time to deal with different types of inquiries, and identifying any skills gaps. IQ expands the promotional capabilities, by deploying digital professional screens which are distributed across the branches to display advertisements and promotional content. The customers can comfortably sit in a special waiting area, entertained by the content displayed on the screens, and get informed about the different products and services offered.

3 2 - Explanation Diagram

4 3 - How We Help How we help your Organization Fair Serving procedure Organized waiting areas Segregate your customers based on their request Monitor Service KPis on a real time basis Monitor CSR-customer interface time and efficiency Multilingual interface Alerts on exceptions to SOP Additional revenues through advertising Create memorable experiences How we help your Decision makers Monitor the performance of customer service representatives Real time KPI s of frontline employees can be monitored Top management can be informed of any exceptions to SOP Optimum utilization of customer support resources Measure service effectiveness at every touch point Building an organizational commitment to customers Adapting the processes to support customer experience goals Strategically manage customer experience

5 3 - How We Help How we help your Customers Fair serving chance Perceived and actual waiting time is reduced Experiencing an organized customer service environment Can wait in a more relaxed environment Saves customers time spent in waiting Customers are informed about their average waiting time Over all customer experience is enhanced Customers can provide feedback, right after the service Multilingual interface How we help your Customer Service Representatives Inspires customer service representatives to deliver great customer experiences Changing customer service representative mind set to a more customer centric approach Change in processes to address customer needs CSRs have to face less agitated customers CSRs have a clear picture of number of waiting customers CSRs know that they are being monitored, which has a positive impact on their performance Service time is clocked

6 4 - Main Benefits Customer: Achieve the least possible wait time inside the service provider location through the queuing system and direct the customers to comfortable wait time zone by using LCD screens which display different data and information for customers added to advertisements, news, and any other data of interest to customers. Customers are able to request services through different types of touch screen kiosks. The customer uses the same ticket for more than 1 service and throughout the whole services cycle done in a one place. The system prints a ticket for the customer that shows the customer queue number in addition to customized information such as: logo, date, time, service name, number of waiting customers, advertisement text. It is possible to customize the ticket from the head office and then publish it to branches. A customized list of services will be shown to the customer. The customer will select the service he/she wants after that the prerequisite documents related to the service which the customer will select should be shown on the screen and printed ticket. It is possible for customers to get a ticket with certain time reservation. For example, a customer can get a ticket at 9:00 AM in the morning and asks to be served at 13:00 PM. (This service could be obtained through multiple channels other than the branch like Call center, mail, web, sms)

7 4 - Main Benefits Employee: The employee should call for the next customer through a standard secure interface that is installed on his PC and enables him to call for next customer and access other functions. The employee panel shows the employee s performance as a dashboard showing employee s performance compared to average and targeted performance. Each employee logs in to the employee panel by user name and password. Each employee has certain access rights to the system functions depending on the security level assigned by the system administrator. Employees are able to communicate personalized messages directed to the managers or colleagues through the system. One of the main targets is to achieve the least possible time per transaction through reducing manual work for the teller such as: customer data entry. When the teller calls for the next customer, the panel shows the customer details that are extracted from back end systems (Corporate Version).

8 4 - Main Benefits Managers: The branch managers will be able to monitor and control the branch operation through a monitoring screen and view the branch status statistics in real-time. The management screen shows which employee is currently working on which window and for how long. The screen will show the service details being served at each service window like ( waiting time, serving time, service type, ticket number,.) It is possible through this screen for the branch manager to assign employees to windows and services to windows. (Assign the same services to others (tellers, customer service ). Managers have the ability to assign services across floors for load balancing of customer traffic. Corporate managers should be able to monitor the entire customer service situation in all branches in the entire region (in real time). The branch manager can send and receive messages to and from employees. View various performance reports and dashboards about employees and the branch as a whole. It is possible for a branch manager (or any other user with sufficient access rights) to manually manipulate the service queues: View the customers in a queue, move customers up and down within a queue (change customer priority). It is possible for branch manager to transfer all system services between floors in branches that have many floors and also the possibility to transfer services between branches if it is necessary. Managers will receive information on-line concerning activities at the work stations, number of customers waiting, waiting times and number of windows open for each service category.

9 5 - Components Ticket Dispenser Unit (TDU LITE} TOU lite is a state-of-the-art ticket dispensing machine- the result of customer-centric thinking and a commitment to innovation in design and usability. TDU lite has a bright l.e.o. back-lite display inside a sleek metallic body with a brushed steel finish. Our latest printing technology allows f or faster and higher quality printing. With TOU lite the customer has the option to fully customize the quantity and the positioning of the buttons. This aesthetically pleasing device is also multi-lingual. Soft TSU - Software based Teller System The Soft TSU is a software with all the functionality of the Teller Station Unit (TSU). It enables the CSR to call and serve the customers,and can be installed on any computer connected to the Active Controller via LAN to work as an operator terminal. It is also available in a web version. Multimedia Controller for L.C.O. based lobby display Multimedia controller converts your lobby l.c.o. screen into a status display unit (SOU). This advanced status display unit provides high resolution full color graphics for ticket calling.this helps the organizations to keep their customers engaged while waiting for their turn and reduce their perceived and actual waiting times. The organization can also enhance their sales by exposing the waiting customers to advertisements and promotional messages. COU - Counter Display Unit & Wireless COU (CDU-01 GPC) The Counter display unit notifies waiting customers of the counter number and the ticket being served on each counter. The installation can be done through various techniques like wall mounted, desk fixed or suspended from ceiling. We also offer Wireless CDU which is usually a requirement of companies that emphasize on the interior decoration of their branches.

10 6 - Reporting Reporting IQ Central Reporting Solution (CRS) is an extension of the business intelligence toolkit built into all IQ Solutions. CRS gives your organization the ability to analyze service quality and performance data in real time from a central location. This feature enables the management to compare data of all their branches to check on service quality y levels. The powerful reporting engine provides detailed graphical and tabular summary reports enabling top management to view live data trends and make well-informed decisions to improve service quality. The data can be accessed from anywhere in the world over an Internet connection. IQ Central Reporting Software is an ideal solution for organizations to streamline their performance across a large and a busy operational network. Features Live dashboard shows real time performance summary Service monitoring tracks service at all branches and can be customized to provide information based on the user access levels Business reporting generates performance trends Data Comparison benchmarks data across branches Web based viewing across operational network Data exportability into all standard file formats such as PDF,Excel or can be copied to an . The software also supports multiple database softwares Multilingual real time reports and monitoring Branch Reporting Every branch which has IQ installed is provided with a powerful branch reporting software. This software basically gives real-time reports to the management about the current service quality levels in the branch,such as the number of customers served/waiting,average waiting/ serving time,etc. The software then compiles all this data in per-defined reporting formats for the management to analyze. These reports include a frontline staff efficiency report, Indication of peak hours report and a daily activity report which summarizes all the data of that particular day.

11 - Added Features IQ Notifier SMS/ Notification IQ Notifier integrates seamlessly with IQ Central Reporting and provides Daily traffic reports and key performance statistics via SMS or . This facility is extremely beneficial for busy managers who cannot be physically present but need to monitor key indicators for specific branches. Performance and exceptions data can be generated at the branch,regional or company level. IQ Informer Real-Time information IQ Informer is a dynamic scrolling information display that provides a real time view of service performance inside the branch. This reduces the need for Managers to access computer terminals and generate physical reports. The display shows live service statistics keeping staff members well informed and customers engaged while they wait. The LED display is designed to link easily with the IQ Reporting Database. IQ Polling Customer Feedback Unit IQ Polling is the smart way of acquiring customer feedback at the point of Service delivery. The Polling System can function independently or integrate seamlessly with IQ. With an intuitive touch screen interface and sleek Design, IQ Smart-poll systems are appealing and can be easily placed on service counters. The Polling Engine aggregates the data and provides real time access to feedback statistics. Mobile sou Promotional Messages Mobile-SOU frees your customers to walk around the facility. As their turn Approaches the system sends an SMS notification to their mobile device. This is highly convenient because it lets customers use the waiting time to browse through product information without worrying about minding their turn. The SMS alert can be customized to include information like service time, wait time and promotional messages. Web based Appointment Pr-Arrival Arrangements With the help of our Advanced Web Based Appointment Feature, customers can now book their appointments Online before arriving at the branch. This help s the organizations and the customers by reducing actual and Perceived waiting time.

12 - Added Features SMS Ticketing Ticket via SMS Customers can receive their ticket by sending an SMS to our system. In response, the system sends an SMS Ticket which includes the following information: Ticket number Average Waiting Time Average Service Time Approximate Customer Approach Time

13 7 - Feed Back MEASURING CUSTOMER FEEDBACK Customer service can be improved if you are Listening to your Customers. For IQ-feedback care of your customers and a feedback from them in real time - IQ IQ-feedback is the perfect solution. It enables the client to easily create and publish customized professional polls and view your customer responses in real time from a centralized location. Benefits Measure Customer Satisfaction in real time. Visibility of commitment to service improvement Monitoring of key service experience indicators Feedback trend tracking Availability of strategic reports Benchmarking your branches Monitor and measure employee performance

14 7 - Feed Back IQ-feedback is ideal for clients who believe in customer centric business and helps the client capture customer opinion in a smart manner, making the customers feel valued. It also provides interactive and alluring themes that attract customers to join the polling event. It not only allows you to collect this data but also gives you the leverage to analyze and interpret that data and ensure improvements are made. IQ-feedback is compatible with IQ Queue Management System and Digital Signage Solution providing you with a platform that combines information and helps you to grow on the Know Your Customer (KYC) concept. Key Features Promotional Video Player during idle time Flexible Reports and Dashboard Wireless Connectivity for Feedback Recording Multi Lingual User Interface Central Updatability Create Customized Polls using Poll Designer (Power Point Plug-in) Multiple Poll Scheduler Filter Criteria Works in standalone mode Seamless Integration with IQ s Queue Management System And Donatello Digital Signage Solution

15 8 - Digital Signage Digital Signage: 1. IQ allows a fully managed digital signage network. 2. The digital signage network is capable of uploading, scheduling and Managing media content via LAN/WAN links. 3. The digital signage includes the following features: Centralized management and publishing of high quality content to networked, on-premise digital signage displays. Discover, configure, manage, categorize, group and monitor digital media players on the network. IP- enabled Delivery of live broadcasting and on-demand video content. Full-screen video or screen zoning where a digital signage LCD screen is divided into separate regions or zones where multiple types of information can be displayed simultaneously on a screen. Each region or zone supports multiple content formats and is an independent component that can be easily updated or changed. Capability to view video or graphics in full-screen mode. It should create and manage play-lists and configure on-screen Really Simple Syndication (RSS) or static text tickers. Customizable on-screen template. Scheduling of digital signage content to be displayed at particular times through the day. Ability to offer instant updates across individual displays. The system consists of a central server that connects to display screens distributed over branches. The central server controls all the display screens over WAN. Users with proper access rights can login to the server and modify the design, schedule and content and apply it to certain group of screens or to all screens. Viewing reports for content scheduled for playback on digital signage displays. The system is scalable accepting to include more display screens with no limitation on the number of screens. The user is able to make various layout designs. Each layout divides the display area into multiple zones. It is possible to define what type of content (text, scroll text, image, video ) that will be displayed or played within the zone. The user can schedule which content will appear in which zone at which time periods. The content can be schedule for display all the time, one time, or recurring for several times (hourly, daily, weekly..) The user can apply the design and schedule to certain group of display screens. The system does not limit designers to a limited set of built-in design and artistic effects. The system displays date and time within a display zone. It supports the display of different calendars for example: Georgian and Hijri.

16 8 - Digital Signage The system delivers content, design and schedule to display screens through different types of networks including dial-up and leased phone lines, Internet and WAN. It is possible to schedule the delivery of content and design at certain times when network load is minimal. The system supports intelligent caching, where a content and design is not sent to a display screen unless there is a change between the version to be delivered and the version that is currently cashed in the screen. Only users with sufficient access rights are able to deliver content, design and schedule to display screens. Ability to control critical digital signage display functions remotely, reducing the need for local operation resources.

17 9 - IQ Versions Feature Basic Enterprise Corporate Main Program Web Based Application Centralized Application Application support queue number consist of Character and number Application based on Java Technology Number of branch handling 1 5 Unlimited Centralized Change in windows service Software and hardware failure alert Customer service time alert Application can controlled remotely Multi-language announcement support Number of employees support 5 10 Unlimited Employee screen Web based employee application Application based on Java Technology Employee display show the current serviced number and queue length Employee can transfer customer to any service Employee can call any customer or recall the current customer Employee can login with 1- Password 2- Password & hard token 3- Password & hard token & finger print SOS key for security alert Password Only Employee Display Display the current number of customer Display the number of the window Display the Service name Display RSS feed

18 9 - IQ Versions Display different types of ads Main Area Display Display all service name Display all window Number Display the current customer number on each service and window Display different types of ads Display RSS feed Kiosk Display different types of services Display Image for each service VIP Client with Loyalty card Software to configure ticket design Text to speech for ticket number Reports Report for number of client per each service Reports for customers waiting time per each service Report for employee performance Report for the waiting customer per each service Dynamic reporting tool

19 10 - Corporate Main Features IQ System Corporate Main Features: 1 - The system should allows the upgrade or integration with different modules integrated together as one system. Such modules include the following: Digital Signage. Customer feedback management. CRM. (Optional). ERP.(Optional). 2 - The system contains a fully managed digital signage network which includes: Product announcement Advertisements Internet news TV channel (optional) Currency Exchange rate 2 - The system will identify VIP customers and be able to prioritize them if needed and should allow teller to identify the customer by Name, so the application should perform the following basic functions: Be able to identify customers using VIP card. All customer data captured should be inserted in the teller core application window as soon as he calls the number for this customer to minimize the time and cost for form filling and manual data entry on the teller application. 3 - The system calls for the next customer to be served based on pre- configured priority rules depending on both service selected and customer sector. 4 - The system supports feature for managers to receive instant notification of events such as waiting time warnings and arrivals through the mail regardless of manager s location. 5 - The system could be integrated with any electronic channel like (Mail, Web, SMS... EST.). 6 - The Reports Module is extendable, so any extra needed reports can be developed and attached to the system in an easy way.