2. SEDCO – Member of BIL Group o More than 35 years of experience. o 4000 employees. o USD 1.1 Billion Turnover. o Partnerships with pioneering world class companies. o Global Presence in the Middle East, Africa, Asia, and Europe. o Industry expertise – Aviation, Education, Financial Services, Government, Healthcare, Manufacturing, Media, Retail and Telecommunication.

3. Customer Experience Management For more than 30 years and till this moment, SEDCO’s Customer Experience Management solutions are being used in more than 50 countries across the world by Finance, Telecom, Government, Healthcare, Retail and Utilities organizations. SEDCO Offices Satellite Offices Countries Covered Turkey – Istanbul Ukraine – Kiev Belgium – Brussels Poland – Warsaw UAE – Dubai Saudi Arabia – Riyadh Jordan – Amman

4. Customer Experience Management SEDCO’s Customer Experience Management solutions simplify customers’ journeys at every touchpoint, inside and outside the branches. As well as they fulfill both your customers’ and business needs: Customers’ Needs: o Convenient customers journey. o Reduced efforts, waiting and service times. o Better customer experience at every touchpoint. Business Needs: o Positive word of mouth. o Maximized return on investment. o Enhanced customer retention and loyal. o Improved management, planning and control.

5. Mobile / Web Walk-in Customer Self Registration Self Service Mobile Web Walk-in Anywhere, Anytime Check-in Self Registration Self Service Kiosk Self Service Shop Virtual Service Machine Waiting Digital SignageCustomer Service Customer Feedback Panel Customer Feedback Mobile

6. Mobile / Web Walk-in Customer Self Registration Self Service Mobile Web Walk-in Anywhere, Anytime Check-in Self Registration Self Service Kiosk Self Service Shop Virtual Service Machine Waiting Digital SignageCustomer Service Customer Feedback Panel Customer Feedback Mobile

7. Mobile / Web Walk-in Customer Self Registration Self Service Mobile Web Walk-in Anywhere, Anytime Check-in Self Registration Self Service Kiosk Self Service Shop Virtual Service Machine Waiting Digital SignageCustomer Service Customer Feedback Panel Customer Feedback Mobile

8. Mobile / Web Walk-in Customer Self Registration Self Service Mobile Web Walk-in Anywhere, Anytime Check-in Self Registration Self Service Kiosk Self Service Shop Virtual Service Machine Waiting Digital SignageCustomer Service Customer Feedback Panel Customer Feedback Mobile

9. Multi-Touch Point Customer Experience CUSTOMER VISIT MANAGEMENT

10. “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. Appointment Location Based Services Appointment Location Based Services Check in Identification Targeted Advertisement Greet Customer by Name - Cross Selling Customer Feedback Mobile Feedback CUSTOMER VISIT MANAGEMENT

11. Systems/Processes HR CRM Marketing Strategic Planning Quality Assurance Other Core Processes “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. CUSTOMER VISIT MANAGEMENT

12. Mobile: o Easy to use application for your mobile phone. o Finding the nearest branch and the navigation function. o Choice of establishments with the shortest waiting time. o Appointment booking from mobile phone. o Automatic reminders of appointments. o Allow customer to join the queue without Kiosk, avoid customer queues at branches’ doors around opening hours.

13. CUSTOMER VISIT MANAGEMENT Timeless and elegant design, customizable ticket machines? To customer requirements. Intuitive interface created from panel Custom print queuing ticket Customer Identification & Self Registration: o Identify customer based on a loyalty card, ID or phone number. o Print a the ticket or ticketless through SMS. o On the printout, receive useful information, eg. about special offers, or the documents required for a specific service. o Customizing the content of the printed ticket (specific client / group / case etc.). o Customer fill in e-Form forms, no data re-entry is required. Paperless TicketSelf Registration

14. CUSTOMER VISIT MANAGEMENT Digital Signage: o Competent message to the right audience at the right time o In the waiting room on LCD screens are displayed in a dedicated information (eg. Offers) - tailored to their customers who are actually present in the facility).

15. CUSTOMER VISIT MANAGEMENT Counter Displays – LED and LCD (15’’). Counter Employee Software Control Panel for branch manager. Color codes reflect the status of the position. Queuing & Routing: o Call customers to counter appear on the screens and main screens. o Between calls display advertisements and other targeted information. o Agents receives a set of key information about the client before he approached the counter. o Facility manager has a preview of the current operating state of individual consultants / windows. Receives alerts, eg. In case of a sharp rise waiting lists - can intervene immediately!.

16. CUSTOMER VISIT MANAGEMENT The survey of customer satisfaction through a mobile Counter Bases Customer Feedback Panel Devices Customer Feedback: o Examine customer feedback on service quality – either during the client visit through touch panels, or after the visit (thanks to mobile applications, IVR and SMS surveys). o Analyze data (eg. an assessment of the quality of service) for the level of individual employee, service provided, health facility, as well as eg. in the context of the types of cases handled by customers. o Optimize the work of employees- correct their mistakes, supporting councils; make decisions Personal. o Use the data collected from customers in the planning / modification of corporate strategy.

17. CUSTOMER VISIT MANAGEMENT Business Intelligence: Analyze the past, monitor the present, predict and plan the future. 1. Configure your KPIs 2. Define your Organizational Structure 3. See the full picture and dig down to any level of details

18. Direct Feedback About Performance Compared to Organization KPIs Detailed Reports Down to Transaction Level High Level Data with Dig Through Capabilities Live and Statistical Dashboards Overall Picture At First Look CXO’s Level Middle Manager Employees Direct Managers Live Monitoring Employee Utilization Branches Performance Growth Rates Cross Selling Opportunities Employee Utilization Employee Behavior Customer Satisfaction Index Customer Feedback Customer Behavior Live Monitoring CXHR OperationsMarketing CUSTOMER VISIT MANAGEMENT Business Intelligence:.

19. Live Monitoring & Alerts o Customizable View: - Displays only the necessary data and analyze the them at first glance (color-coded). o Email and SMS alerts: - The system monitors business performance and sends alerts to the appropriate person (s), depending on the problem. CUSTOMER VISIT MANAGEMENT

20. Reports : o Customers Traffic (hourly, daily, monthly): – Predict the load centers, plan resources, minimize queue. o Branches Performance: – Compare the establishment and manage the performance of individual employees and their teams. o Employees Efficiency: – Objectively judge employees, motivate and reward them.

21. CUSTOMER VISIT MANAGEMENT Reports: o Growth reports - monitor the demand on of a specific service in a specific time. o Rankings (best / worst) employees, branches, regions, employees at a given position, etc. - The most important data. Available at a glance. o Indicators of customer satisfaction - analyze raw data or use them to build more complex models customer satisfaction survey.

22. Data mining wewnątrz ogromnej bazy danych– Pobierz raporty szybko i łatwo. CUSTOMER VISIT MANAGEMENT Strategic Analysis Analyze huge data, collected from various customer touch points get reports fast and easy

23. CUSTOMER VISIT MANAGEMENT Data Mining o Discover the hidden meaning behind your data. o Find hidden relations between things.

24. Systems/Processes SELF SERVICE SOLUTIONS Self Service Kiosks – Automation Service

25. Systems/Processes SELF SERVICE KIOSKS Replace your branch with a Kiosk that provides all services at a fraction of the cost. Increase revenue by more market reach and 24/7 availability – Anywhere Anytime. Use digital signage to promote your products and services.

26. Systems/Processes SELF SERVICE KIOSKS Digital Signage Screen Touch screen Scanning / Reading (Passport Scanner & Reader, ID Reader, A4 Scanner, Barcode Reader) Printing / Issuing (Receipt Printer, A4 printer, Card Dispensing, Card Issuing) Payment Devices (Card Payment, Cash Payment, Cheque Deposit, Cash Dispensing) Biometrics (Fingerprint scanner, Signature Pad, Camera) Possible ComponentsPossible Services for Telecom Registration of new customers with biometric and ID verification. SIM card Dispensing for new customers. SIM Swapping and additional SIM for existing Customers. Lost SIM and Replacement. Payment (Cash, Card, Cheque). Bill Payment Bill Printing Top up Service Management (Activate/Deactivate) Customer Feedback

27. Systems/Processes SELF SERVICE KIOSKS Economical solution for card and cash payment. Provides all Telecom services that require payment: bill payment, top up, … etc. Small form factor. Payment Kiosk

28. Systems/Processes SELF SERVICE KIOSKS

29. Systems/Processes SELF SERVICE KIOSKS

30. Systems/Processes SELF SERVICE SOLUTIONS Self Service Shops

31. Systems/Processes SELF SERVICE SHOPS

32. Systems/Processes SELF SERVICE SOLUTIONS Virtual Service Machines

33. Systems/Processes VIRTUAL SERVICE MACHINES

34. Systems/Processes VIRTUAL SERVICE MACHINES

35. Systems/Processes SELF SERVICE SOLUTIONS Management, Monitoring & Reporting

36. SAMPLE CUSTOMERS LIST SEDCO enjoys an enviable end client base across multiple industries in the region Banking Government HealthcareTelecom

37. Thank You