„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.

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 Europe, Africa and Asia.
o Industry expertise – Aviation, Education, Financial Services, Government,
Healthcare, Manufacturing, Media , Retail and Telecommunication.

3. 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.

4. 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 Signage Customer Service
Customer Feedback Panel
Customer Feedback Mobile

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 Signage Customer 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 Signage Customer 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 Signage Customer Service
Customer Feedback Panel
Customer Feedback Mobile

8. Multi-Touch Point
Customer Experience
CUSTOMER VISIT MANAGEMENT

9. “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

10. Systems/Processes
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

11. 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.

12. 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

13. 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).

14. 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!.

15. 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.

16. 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

17. • 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
CX HR
OperationsMarketing
CUSTOMER VISIT MANAGEMENT
Business Intelligence:
.

18. 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

19. 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.

20. 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.

21. 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

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

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

24. 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.

25. 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

26. 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

27. Systems/Processes
SELF SERVICE KIOSKS

28. Systems/Processes
SELF SERVICE KIOSKS

29. Systems/Processes
SELF SERVICE SOLUTIONS
Self Service Shops

30. Systems/Processes
SELF SERVICE SHOPS

31. Systems/Processes
SELF SERVICE SOLUTIONS
Virtual Service Machines

32. Systems/Processes
VIRTUAL SERVICE MACHINES

33. Systems/Processes
VIRTUAL SERVICE MACHINES

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

35. SAMPLE CUSTOMERS LIST
SEDCO enjoys an enviable end client base across multiple industries in the region
Banking
Government
Healthcare Telecom

36. Thank You