Appointment Management solution in Banks

In the customer journey, what if you could...? Enhance access to service Match skills with customer expectations Maximize sales opportunities Balance workload Create a seamless customer journey across channels Improve the customer experience Improve resources utilization by 25%

What is the challenge today? Customer Journey far from seamless through channels Limited access to expert staff Missed sales opportunities Unevenly balanced workload – peaks and low traffic Non-optimized resource utilization – back/front office

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

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 Orchestra Platform – Online Appointment Staff Web based Enterprise Seamless integration to CRM/Calendars Cloud enabled Modularised Online booking 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 Centralized administration management Integration with the banks CRM system Maximizes up-sell and cross-sell opportunities Positive customer experience

Qmatic Online Appointment Management Eliminates Delivers Unidentified customer needs Up-sell & cross-sell opportunities Limited availability to experts Quick & easy access Peak work load constraints Optimized resource allocation Disconnected channels Seamless journey Frustrated customers Consistent 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 HSBC – UK VTB24 – Russia Nordea – Norway/Sweden Commercial Bank - Qatar Sberbank – Russia Banco Mercantil – Venezuela Garanti Bank – Turkey Bank Of China – China Mizuho Bank – Japan Barclays -UK Bank clients in general

What are your current aspirations? Optimize frontline staff resources? Expand customer reach? 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 in branch journey across all 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!