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 Europe, Africa and Asia.o Industry expertise – Aviation, Education, Financial Services, Government,

Healthcare, Manufacturing, Media , Retail and Telecommunication.

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.

Mobile / Web Walk-in Customer Self Registration Self Service

Mobile Web

Walk-in

Anywhere, Anytime

Check-in

SelfRegistration

Self ServiceKiosk

Self ServiceShop

Virtual ServiceMachine

Waiting Digital Signage Customer Service

Customer Feedback Panel

Customer Feedback Mobile

Mobile / Web Walk-in Customer Self Registration Self Service

Mobile Web

Walk-in

Anywhere, Anytime

Check-in

SelfRegistration

Self ServiceKiosk

Self ServiceShop

Virtual ServiceMachine

Waiting Digital Signage Customer Service

Customer Feedback Panel

Customer Feedback Mobile

Mobile / Web Walk-in Customer Self Registration Self Service

Mobile Web

Walk-in

Anywhere, Anytime

Check-in

SelfRegistration

Self ServiceKiosk

Self ServiceShop

Virtual ServiceMachine

Waiting Digital Signage Customer Service

Customer Feedback Panel

Customer Feedback Mobile

Mobile / Web Walk-in Customer Self Registration Self Service

Mobile Web

Walk-in

Anywhere, Anytime

Check-in

SelfRegistration

Self ServiceKiosk

Self ServiceShop

Virtual ServiceMachine

Waiting Digital Signage Customer Service

Customer Feedback Panel

Customer Feedback Mobile

Multi-Touch Point Customer Experience

CUSTOMER VISIT MANAGEMENT

“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

Systems/ProcessesSystems/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

CUSTOMER VISIT MANAGEMENT

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.

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

CUSTOMER VISIT MANAGEMENT

Digital Signage: o Competent message to the right audience at the right timeo 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).

CUSTOMER VISIT MANAGEMENT

Counter Displays – LED and LCD (15’’). Counter Employee SoftwareControl 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!.

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.

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

• 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

EmployeesDirect 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

CX HR

OperationsMarketing

CUSTOMER VISIT MANAGEMENT

Business Intelligence:

.

Live Monitoring & Alertso 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

CUSTOMER VISIT MANAGEMENT

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.

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.

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

CUSTOMER VISIT MANAGEMENT

Data Miningo Discover the hidden meaning behind your data.o Find hidden relations between things.

Systems/Processes

SELF SERVICE SOLUTIONS

Self Service Kiosks – Automation Service

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.

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

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

Systems/Processes

SELF SERVICE KIOSKS

Systems/Processes

SELF SERVICE KIOSKS

Systems/Processes

SELF SERVICE SOLUTIONS

Self Service Shops

Systems/Processes

SELF SERVICE SHOPS

Systems/Processes

SELF SERVICE SOLUTIONS

Virtual Service Machines

Systems/Processes

VIRTUAL SERVICE MACHINES

Systems/Processes

VIRTUAL SERVICE MACHINES

Systems/Processes

SELF SERVICE SOLUTIONS

Management, Monitoring & Reporting

SAMPLE CUSTOMERS LIST

SEDCO enjoys an enviable end client base across multiple industries in the region

Banking

Government

Healthcare Telecom

Thank You