1. Appointment Management solution in Banks

2. 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%

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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?

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

13. Thank you!