Customer Visit Management Branch Automation for SYSTEMS AND

Customer Visit Management & Branch Automation for SYSTEMS AND ELECTRONIC DEVELOPMENT FZCO (SEDCO)

About SEDCO SYSTEMS AND ELECTRONIC DEVELOPMENT FZCO (SEDCO)

SEDCO – Member of Bukhatir Group § § 35 years of dedicated service 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

In 2007: CVM Introduced § § A much more than queuing management system. Focusing on customers and customer visit. Reducing or eliminating queues. Provides many benefits to all stakeholders: customers, employees, operational managers, and top management.

From QMS to CVM – CVM Revolution Our “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 Marketing Other Core Processes Strategic Planning

Customer Visit Management is an advanced system that manages the customer visit from the moment they step into your branch until they leave – A revolution in Branch Automation

CVM – Mobile Booking

Before Going to Branch • Based on the customer’s location, the phone shows nearest branches available. • The customer will know the location of any branch and can use the navigator to reach this branch.

Before Going to Branch • Distribute the visitors load, as the customer will see available services, number of people in queue, average waiting time, and choose the best branch to visit. • You can allow the customer to take a ticket from the mobile phone when they are about to reach the branch.

Before Going to Branch • The phone displays an e. Ticket that includes ticket number, service, appointment date and time. • The system can send reminders to the customer for the appointment at certain pre-defined times. Reminders could be through the application or SMS. C-085 Wire Transfer Appointment On Jan 21, 2015 At 13: 05

Going to Branch on time • Customer goes to the branch on time. • Digital Signage Screen calls the customer to the right counter. C-085 Wire Transfer Appointment On Jan 21, 2015 At 13: 05

CVM – Walk-in customers to branch (no appointments) Customers are not just ticket numbers, but well known persons – They are old good friends.

Touch Screen Kiosk Once the customer enters to the branch he/she is faced with a touch screen kiosk for selecting the services. Customers identify themselves through the Kiosk.

Customer Identification - Banks Customer inserts his/her ATM card in the kiosk Customer is identified!

Banks - Selecting the Service Kiosk screen and services are customized and configured from the head office.

Printing Ticket Service XYZ Needed Documents: ID, passport Copy, Happy National Day Get 50% discount if you subscribe before 1 st May

CVM – Digital Signage “The right message to the right people at the right time”

Digital Signage – Maximize utilization of waiting time. § While Customers are waiting, promote your products and services. § Targeted Advertisement: Content depends on the demography of waiting customers.

CVM – Queuing and Routing “Happy Customers, Improved Performance”

Counter Displays § Use Either LED or LCD (15”) screens as counter displays to call next customer. § Use the idle time of LCD screen to show advertisement.

Counter Employee Software – The Teller is a Seller Customer Name and Data • • • Welcome Customer by Name Know Customer profile and offer new products and services (cross-selling). Motivation and self monitoring through employee performance dashboards. Statistics Employee Performance

Branch Manager § View real time status of the branch. § Warning and alerts. § Customized coloring of counters to reflect the status.

CVM – Customer Feedback “Get customers’ feedback while their experience with your employees and services is still hot”

Customer Feedback – Employee Level Customers Feedback Panel with 7” LCD Touch Screen. § Questions are customized centrally from head office. § Answers are linked to transaction to generate various customer satisfaction reports.

Customer Feedback – Mobile Feedback • After the customers finishes the branch visit, they receives notification on their mobile phones to evaluate the service • The feedback can be through the mobile application, or through SMS.

Customer Feedback – Mobile Feedback § Answers are linked to transaction to generate various customer satisfaction reports.

Customer Feedback – The outcome Follow up calls for unsatisfied customers Develop a Customer focused strategy based on customer feedback Link employee performance to Customer satisfaction

CVM – Business Intelligence “See the full picture and dig into any level of details”

Business Intelligence Analyze Your Past Manage Your Develop your Performance Operation Strategy • Performance reports. • Utilization reports. • Traffic reports. • Business monitoring maps. • E-Mail / SMS Alerts. • Business Monitoring Dashboard. • Forecast future trends. • Forecast future problems and suggested solutions. • What if Analysis. The past, present, and the future

Analyzing the Past Analyze Your Past Control Your Plan Your Performance Operation Strategy • Performance reports. • Utilization reports. • Traffic reports. • Business monitoring maps. • E-Mail / SMS Alerts. • Business Monitoring Dashboard. • Forecast future trends. • Forecast future problems and suggested solutions. • What if Analysis. Analytical Reports, And Performance Management

Setting Your KPI’s § Define your performance measures. § Set your target, threshold and outstanding KPI’s.

Organizational Structure Define your organizational structure. See the full picture and dig down to any level of details.

Branch Performance Reports § Branch utilization report allows you to compare between branches in terms of branch utilization and productivity rate.

Employees Performance Reports § Employee utilization enables you to analyze employees' performance based on their productivity rate and utilization.

Customer Flow Reports Define the peak days/hours and allocate resources accordingly.

Growth Rate Report The change that occurs in total requests over a specified period of time for each service.

Branch Performance Reports Top performers is an easy way to differentiate best performer employee among region, area, branch, service or even segment

Customer Feedback Reports § Use overall statistics report to view the percentage of customer ratings and satisfaction.

Analysis – Data Mining Data mining inside your huge database – Get reports fast and easy.

Analysis – Discover the hidden meaning • Discover the hidden meaning behind your data. • Find hidden relations between things.

Controlling the present Analyze Your Past Control Your Plan Your Performance Operation Strategy • Performance reports. • Utilization reports. • Traffic reports. • Business monitoring maps. • E-Mail / SMS Alerts. • Business Monitoring Dashboard. • Forecast future trends. • Forecast future problems and suggested solutions. • What if Analysis. Be on top of your operation. Ensure things are going according to plan.

Business Monitoring Map § View KPI’s as color coded maps. § Zoom into the map until reaching branch / employee / service level.

Business Monitoring Dashboard “Be in control: The all-in-one screen that you need to have full control on your operations

Alerts and Notifications Keep monitoring the performance of business and send e-mail or SMS alerts to certain person(s) depending on the problem

Plan Your Strategy Analyze Your Past Control Your Plan Your Performance Operation Strategy • Performance reports. • Utilization reports. • Traffic reports. • Business monitoring maps. • E-Mail / SMS Alerts. • Business Monitoring Dashboard. • Forecast future trends. • Forecast future problems and suggested solutions. • What if Analysis. You cannot undo the past, but you can make the future.

Future Trends, Problems, and Solutions § This reports helps you in evaluating the forecasted demand for a specific service or all services in the coming few months

Simulation and What-if Analysis § See the effect of changing variables (e. g. number of counters) on your various KPI’s (e. g. average waiting time).

Tablet Support All BI available through the convenience of your Tablet!

The “Why” Question Now you know what it is. Why do you need it? It is all about return on investment (ROI)

Your Strategy – Where does CVM fit? Financial Maximize Shareholder’s Value Reduce Cost Increase Revenue Customer Satisfaction Reduce queues & waiting Processes L&G Better resource allocation / utilization Employee Productivity Reduce Workload Define Training Gaps Effective Promotion Customer experience Cross Selling

Customer Testimonies “Having remote control over the branches is a real benefit. Now we can see which employees are using the system and when. ” Mosab Al-Doghmi - Retail Development Senior Officer, Umniah Jordan. “Another benefit of the system is that we can see and understand our customers’ behaviour. ” Zaid Ibrahim - Retail Operations and Development Manager, Umniah Jordan.