Appointment Management solution in Public

In the customer journey, what if you could...? Balance workload Minimize queues and on site waiting Enhance access to service Match skills with customer expectations Improve use of the facilities and resources Improve the customer experience Improve resources utilization by 25%

What is the challenge today? Unevenly balanced workload – peaks and low traffic Congestion and frustrated customers Excess staff and non-optimized resource utilization Customer Journey far from seamless through channels Limited access to expert staff

Why are these challenges difficult to fix? Hard to control arrival pattern of customers Costly to allocate staff based on customer peak traffic The Customer Journey not defined and managed through all channels Limited options in matching customer need and staff skills

Why are current appointment solutions insufficient? Appointment seen as an end point – not a starting point of the customer journey Not integrated with the in-branch's total customer journey Stand alone solutions, proprietary and confined SW

Online Appointment Solutions Qmatic’s approach: Online Appointment Solutions Staff Orchestra Platform – Online Appointment Online booking Web based Enterprise Seamless integration to CRM/Calendar Cloud enabled Modularised Intro kiosk - Check in solution 8” to 17” touch modern and robust Card reader/scanner Touch or button Windows/Linux Self Check-in CRM

Qmatic Online appointment makes a difference Appointment solution is the starting point Customers self-administer appointments Fully upgradeable and expandable; multi-branch, multi-department Centralized administration management Integration with CRM system Positive customer and staff experience

Qmatic Online Appointment Management delivers Eliminates Delivers Congestion Quick & easy access Peak work load constraints Optimized resource allocation High operating cost Efficiency Frustrated customers Improved customer experience

Why Qmatic? We are the world’s largest supplier of Customer Experience Management solutions for the face-to-face meeting We have global presence, expertise and references We have been in the Customer Experience business for more than 30 years. We provide the glue between the online and physical world to allow you to provide seamless and personalized customer journeys. We provide a full range of products all the way up to large scale enterprise solutions spanning many branches and countries. Our solutions are on-premise, off-premise, mobile or cloud

Client references – a selection Nottingham City Council, Nottingham, UK California Department of Motor Vehicle, California, US Moscow tax Office, Moscow, Russia Shanghai Labour Bureau Social Security, Shanghai, China Kuwait University, Kuwait City, Kuwait SAT – Tax Office – Mexico City, Mexico Swedish Police Department, Gothenburg, Sweden British Embassy, Dubai, UAE Estonian Police and Migration Board, Estonia Brisbane City Council, Brisbane, Austrialia Public clients in general

Estonian Police and Migration Board Fully integrated online appointment system and queue management system Qmatic Orchestra with central management Scope of installation:12 branches Key scenario / use case: On the web: Go to the webpage - Choose service - Choose branch – Choose date - Collecting personal data - Confirm booking/ send out confirmation e-mail/ confirmation includes 6 digit code or QR code. In the branch: confirm arrival/ use 6 digit code or scan QR code - Service after calling Results/values Booking usage around 95% 35% more served customers Time saving per customer transaction Improvement in staff planning/management Public clients in general

What are your current aspirations? Expand customer reach Reduce cost of frontline staff Expand customer reach and create a seamless customer journey to improve customer experience Create an outstanding customer experience from first touch point, booking appointment online/mobile, through the “onsite” journey across all department and branches.

Next steps – getting started Investigate current situation Determine aspiration level Create roadmap to transforming the customer journey Design optimal process and solution

Thank you!