How to improve your Customer Services and turn it into a Sales Point using Queue Management System, Information and Self Service Kiosk and Digital Signage applications. Forget the queuing and manage your customer flow to cut the costs and increase your profit.

1. Improve your Customer Services and turnitinto a Point of Sale Business Process Excellence in Financial Services London - September 23-24, 2009

2. INTRODUCTION How efficient is your Customer Services? Do you know what to change to make it EFFICIENT ? And more than that, PROFITABLE? 02

3. DO YOU KNOW … … what is the average waiting time in your branch network? Why is thisimportant ? A toolongwaitingtime generatesunsatisfiedcustomers and less customersserved. A tooshortwaitingtime makesimpossibletogenerate newsalesimpulses 03

4. DO YOU KNOW … … how long it takes to sell a new product/service to your existing customer and how long is the aftersales administration ? Why is thisimportant ? The employeessalesefficiencyhas a newmeasurement unit. The effectivetimespentwith customerscan be measured. 04

5. DO YOU KNOW … … which branch was the most efficient in sales today or this week ? Why is thisimportant ? Reactiontimeis very importantwhenyoumakechanges ormeasuretheeffects of a campaign. 05

6. DO YOU KNOW … … in a specific branch, which employees performance are the best ? Why is thisimportant ? The employeeswiththebest resultscan be rewardedor promotedand the less efficient employeescan be sentto additionaltrainings. 06

7. DO YOU KNOW … … that regarding a marketing campaign just started yesterday, how many customers were inquiring the promoted product ? Why is thisimportant ? The success and effectiveness of the product, campaign and channelscan be measured evenimmediately. 07

8. TOOLS ToolstoimproveyourCustomerServices Consulting Queue & Customer Management System Management supportingsoftwares Consulting Information & Self Service Kiosks Digital Signagesolutions Toolstoturnitinto a SalesPoint 08

10. More channels for sales and cross-sales

12. Higher success rate09

14. Great long-term savings on printedmaterials (design/print/distribute/control)

15. Short reaction time to the market needs or competitors campaign

18. QUEUE & CUSTOMER MANAGEMENT Statistics & Administration Software Management Marketing Sales IT Central display or Plasma/LCD Main server Ticket dispenser Counter displays Desk No.1. Desk No.2. Desk No.X. HW or SW Terminals 11

20. about customers

21. about sales and workforce efficiencyAs a result can take immediate actions and are able to make strategical decisions in Sales/Marketing/HR/Finances/Investments. 12

22. BENEFITS OF THE CLIENTS What did the customers says? „ I hate queuing! This is a different way of waiting” „ I don’t speak English very well but here I can use the services in my own language and I am directed always to a cashier who speaks it too.” „ I have sent a text message to my branch to make a pre-registration. It’s that simple. I will never spend my lunch break in the bank again.” „ I was always treated like a valued customer. With the VIP management policy now I get even more.” 13

25. DIGITAL SIGNAGE SOLUTIONS Information kiosks Indoor and outdoor Digital posters Central management/Monitoring /Statistics Media Management Server Cashier/Clerk Indoor central displays Interactive window display 15

30. Attractive

31. Creation of interactive communication

32. Replacement of static images with dynamic content

33. Higher purchase impulses

34. Cost-efficiency (savings on off-line design, printing, logistic, distribution, local replacement, other related costs) 17

43. Branches: 3200

44. Profit after tax 2008: 1.5 billion EUR Phase 2 : 2009 Installation of Digital Signage Systems in cooperation with Cisco in 70 branches IMPROVE the Customer Services CONVERT into a Sales Point 20

45. AWARDS Deloitte Technology Fast 50 CE – 2006,2007,2008 Deloitte Technology Fast 500 EMEA – 2007,2008 CE – Central Europe EMEA – Europe, Middle East, Africa 21

46. EXPANSION 8 presentcompanies expansionin 2010-2011 expansionin 2012-2013 22

47. CUSTOMER PORTFOLIO – FINANCE 23 *Eachlogo is a registeredtrademark of it’sowncompany.

48. WHY THE ONLINET SOLUTION ? NO MORE QUEUE NO MORE INFORMATION LOST NO MORE WRONG DECISIONS MORESATISFIED CLIENTS MOREACCURATE STRATEGY MOREPROFIT 24

49. Informationin a touch Any QUESTIONS ? THANK’S FOR YOUR ATTENTION ! LaszloPenzes Onlinet System Technologies Ltd. UK 0796 8489261 laszlo.penzes@onlinet.co.uk www.onlinet.co.uk