Customer Services is not a department.It is an attitude.

• Established in 2001• Headquarter and manufacturing in Budapest-Hungary• 3 subsidiaries• The largest Customer Directing System supplier in CEE • Reseller partners: Europe, Middle East, Africa• Customer portfolio by sector: Finance/Telecommunication/Retail/Public/ Healthcare/Hospitality/Transport

Our technology partners:

3

Subsidiaries and DistributorsSystems installed from Washington to Tokyo

Deloitte Technology Fast 50 CE – 2006,2007,2008Deloitte Technology Fast 500 EMEA – 2007,2008

*Each logo is a registered trademark of it’s own company.

BANKING/FINANCE TELECOMMUNICATION ENERGY GOVERNMENT

• CONSULTING• QUEUE MANAGEMENT SYSTEM• INFORMATION & SELF-SERVICE KIOSK• DIGITAL SIGNAGE• BUSINESS INTELLIGENCE SOFTWARE

ALL YOU NEED FOR EFFICIENCY

• DESIGN, DEVELOPMENT, MANUFACTURING• SALES• INSTALLATION, PROJECT MANAGEMENT• SERVICE, MAINTENANCE• SUPPORT, UPGRADE

ALL YOU NEED FOR A RELIABLE OPERATION

QUEUE AND PATIENTMANAGEMENT

INCREASE EFFICIENCY AND PRODUCTIVITY OF

CUSTOMER SERVICES

Do you know what is the average waiting timein your branch network?

Why is this important ?

A too long waiting timegenerates unsatisfied customers

and less customers served.A too short waiting time

makes impossible to generatenew sales impulses

Do you know how long it takes to sell a new product/service to your existing customer and how long is

the aftersales administration ?

Why is this important ?

The employees sales efficiency hasa new measurement unit.

The effective time spent withcustomers can be measured.

Do you know which branch was the most efficientin sales today or this week ?

Why is this important ?

Reaction time is veryimportant when you make changes

or measure the effectsof a campaign.

Do you know in a specific branch, which employeesperformance are the best ?

Why is this important ?

The employees with the bestresults can be rewarded or

promoted and the less efficientemployees can be sent to

additional trainings.

Do you know that in a marketing campaign just startedyesterday, how many customers were inquiring

the promoted product ?

Why is this important ?

The success and effectivenessof the product, campaign and

channels can be measuredeven immediately.

Benefits from the Managers perspectiveBOARD MEMBERS, CEO, DEPUTY OF CEO, BUSINESS DEVELOPMENT, BRANCH / REGIONAL / SALES MANAGER• On-line monitoring of every event and workforce, anytime and anywhere • Efficiency continuously measured and evaluated• More channels for sales and cross-sales• Multiple statistics related to almost every aspect of the business• Better short and long-term decisions based on accurate and reliable data• Better strategy planning• Higher success rate

MARKETING MANAGERS• Even hourly monitored marketing campaign success• Great long-term savings on printed materials (design/print/distribute/control)• Short reaction time to the market needs or competitors campaign• Evaluation of each marketing channel for the best results with the less investment

HR MANAGERS• Increase in human efficiency by training and/or reward system only where it is necessary• Better overview about the “weak” and “strong” employees• Better distribution of the workforce according to the required services/products CFO, INVESTMENTS• Long-term savings (marketing costs, employment, …)• Better targeted investments (regions, products,…)• Shorter reimbursement of the investments 10

Benefits from the Managers perspective

SYSTEM ARCHITECTURE

Who will benefit from a Queue Management System?

customers managementstaff• reduced waiting times• comfortable waiting environment• waiting time spent usefully• fast administration

• reduced stress level• reduced number of mistakes and errors• increased motivation• increased acknowledgement

• increased sales and cross-sales• increased customer loyalty• increased staff productivity• more accurate strategy

Managers on every level have access to various real-time or near-time statistics:- about employees- about customers- about sales and workforce efficiency

As a result can take immediate actionsand are able to make strategical decisionsin Sales/Marketing/HR/Finances/Investments.

What did the customers says?„ I hate queuing! This is a different wayof waiting”

„ I don’t speak English very well but hereI can use the services in my own languageand I am directed always to a cashier whospeaks it too.”

„ I have sent a text message to my branchto make a pre-registration. It’s that simple.I will never spend my lunch break in thebank again.”

„ I was always treated like a valued customer.With the VIP management policy now I geteven more.”

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• On-line monitoring of every event and workforce, anytime and anywhere

• More channels for sales and cross-sales

• Efficiency continuously measured, evaluated

• Various statistics related to almost every aspect of the business

• Better decisions based on reliable and accurate data, better strategy planning and success rate

iQ

Display 7” touchscreen LCD

Menu Unique design based on company image

Printer 3” thermal printer

Paper roll Thermal paper - Length:130m, Width: 3”

Optional RF receiver for RF staff calling terminal

Power supply 23V DC (printer)

Internal PC-free, custom developed board

Case Corian

No. of cashiers Max. 20 cashiers/advisors

Models Freestanding, wall mounted, desktop

EXE-Q

Display 19” touchscreen LCD

Menu Unique design based on company image

Printer 3” thermal printer

Paper roll Thermal paper - Length:130m, Width: 3”

No. of tickets Average 1300 pcs/roll (with a 10cm length)

Power supply 23V DC (printer)

Internal PC Optimal performance, highly reliable PC

Case Dupont Corian in white color, with fittedmotorized card reader

No. of cashiers Max. 40 cashiers/advisors recommended

No. of tickets Max.5000 tickets/day recommended

Multi-Q

Display 19” /23”/32”touchscreen LCD

Menu Unique design based on company image

Printer 3” thermal printer

Paper roll Thermal paper - Length:130m, Width: 3”

No. of tickets Average 1300 pcs/roll (with a 10cm length)

Power supply 23V DC (printer)

Internal PC Optimal performance, highly reliable PC

Case Metal/aluminium profile, grey coloured

No. of cashiers Max. 40 cashiers/advisors recommended

No. of tickets Max.5000 tickets/day recommended

Smart-Q

Display 19” touchscreen LCD

Menu Unique design based on company image

Printer 3” thermal printer

Paper roll Thermal paper - Length:130m, Width: 3”

No. of tickets Average 1300 pcs/roll (with a 10cm length)

Power supply 23V DC (printer)

Internal PC Optimal performance, highly reliable PC

Case Metal/aluminium profile, grey coloured

No. of cashiers Max. 30 cashiers/advisors recommended

No. of tickets Max.4000 tickets/day recommended

LED 7 SEGMENTCounter display

Red, 7 segment LED technologyPower supply: 12VCurrent: max. 0,25ACommunication connector: RJ485Variable light intensity3 or 4 characters to display ticket numbers65 cm support and connector

LED MATRIX Counter display

Red, matrix LED technologyPower supply: 12VCurrent: max. 0,25ACommunication connector: RJ485Variable light intensity3 or 4 characters to display ticket numbers65 cm support and connector

LED 7 SEGMENTCenral display

Red, 100mm high, 7 segments LED technology for ticket and desk/cashier numberRed, 100mm high, LED matrix technology for directionPower supply: 12VCurrent: max. 1ACommunication connector: RJ485Variable light intensity3 or 4 characters to display ticket numbers, 1 for direction and 2 for desk/cashier number1-4 lines

LED MATRIXCenral display

Red, 100mm high, 7 segments LED technology for Red, 100mm high, LED matrix technology for ticket & desk/cashier number and directionPower supply: 12VCurrent: max. 1ACommunication connector: RJ485Variable light intensity3 or 4 characters to display ticket numbers, 1 for direction and 2 for desk/cashier number1-4 lines

CUSTOMER FEED-BACKTHE 3-IN-1 SOLUTION

LCD COUNTER DISPLAYShows the called ticket number

DIGITAL SIGNAGEPlays adverts while idle

CUSTOMER FEEDBACKVarious client surveys

Local management software

CDS 3.0 Modules

BASIC Basic module

MANAGER Monitoring and statistics module

CLOSING CODES Closing codes module

EDITOR Screen and ticket editor module

VIP VIP customer management module

VOICE Voice calling module

CDS DESK Staff counter calling terminal

- customer calling (manual or automated)- customer transfer (desk, service, member of staff)- start and finish of service- registration of the result of service with closing codes- change of service at desk- managing waiting list and VIP customers- managing breaks- alerts in case of overpassing preset limits

Local staff software

Central management software

CDS Mainframe Centralized Statistics and Monitoring Server Software

• monitoring of entire network activity• global evaluation of workforce• global analysis of customers • taking actions quickly in case of an unwanted event• preparation of more accurate strategy• decrease of overall costs• increase of Customer Services

efficiency• increase of sales productivity

DASHBOARDVISUAL INFORMATION SOFTWARE

• Customized map

• Branches by regions

• Key indicators• Always on top• Quick and easy overview

ONLINE WEB BOOKINGAPPOINTMENTS ON THE WEBSITE

• Integrated into the website• Booking by• Location• Service• Date & Time

• Booking code• Confirmation

SOFTWARE

ONLINET LIVEONLINE COMMUNICATION

• Video chat• Interactive

document or form filling

• Effective support tool

• Quick and easy customer management

SMS ALERT & CONFIRMATIONCREATING A FRIENDLY WAITING

If there are many waiting for the same servicethe system will offer to the customer, thepossibility of entering his mobile number.

During the waiting the customers doesn’t needto stay in the customer waiting area.

The system will send an automated SMS/Textwhen there are only 1 or 2 persons waitingfor the same service.

iBOOKINGSmartphone App

FIND the nearest branch

BOOK an appointment

FEEDBACK about your experience

INFORMATION & SELF-SERVICE KIOSK

DIRECT ACCESS TO INFORMATION AND

AUTOMATED SERVICES

EQUIPMENT

TECHNICAL SPECIFICATIONSScreen: 23” touchscreenCharacteristics:VGA HDMI In/OutUp to 4 USB 2.0 connectionsAudio out / Microphone inmicroSD socket10/100 Ethernet connectionSoftware: Android or LINUX operating systemOPERA or other web browserPDF readerOptional virtual keyboard

WEBTOUCH

Benefits• Services accessible even 24/7 • Staff relieved from many routine tasks• Increased number of daily transactions• Unique advertising tool• More positive company image• Increased sales efficiency• Increased revenue

INFORMATION ANDSELF-SERVICE KIOSK

DIGITAL SIGNAGE &INTERACTIVE WINDOW

WAYFINDING, CAMPAIGN, NOTIFICATION

PATIENT INTERACTIONS

ODS ONLINET DIGITAL SYSTEM

Components: OMP – Onlinet Media Player (local)

OMM – Onlinet Media Manager (central – option)

Formats: PC video and picture formats

Animated presentation

Information Advertising

displayed: Ticketing information

News, Exchange rates, Anouncements

Display of the last 3-10 called tickets

Up to 4 tickers

Sound warning when a ticket is called

DIGITAL SIGNAGE

Benefits• No more printing costs• No more printed material logistic costs• The adverts are out always in the right time and place• The distribution of a nationwide

campaign can be done with a few clicks• The renewal of a campaign can be done with a few clicks• The dynamic content will attract more viewers• The targeted generates more sales• Marketing efficiency increased• More professional image• Profit increased

DIGITAL SIGNAGE

INTERACTIVE WINDOW

Benefits• 24h opening• Adresses the potential customers on the street• Relieves staff from many routine tasks• More time for the real customers• More daily transactions• Increased staff efficiency• Increased possibility of sales and cross-sales• Marketing and advertising costs are reduced• Increased turnover

www.onlinetgroup.com