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CUSTOMER FLOW MANAGEMENT

Leyline, QUEUE MANAGEMENT SYSTEM: KEY TO YOUR CUSTOMER LOYALTY.

© 2020, ALL RIGHTS RESERVED

Waiting in line

On average a person spends dozens of hours waiting in queues, this creates stress, stressed customer is bad for your business – our mission is to provide seamless, trackable and stress free customer journey by giving your client a set of tools, such as: booking, mobile queue on thego, sms notifications, self service kisok – to choose themost convenient one.

For your business we will provide tailored statistics, livebranch data with various filters, event notifications andcentralized management. This will allow to digitize branch data, increase customer satisfaction and operational efficiency.

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Customer experience

Many enterprises are talking about customer experience and customer centricity, but totally ignore first impression – the very first step of the customer journey.

Leyline creates a great context for a stress free and pleasurable branch visit by allowing customer to book appointment or take place in queue using his favorite device.

Inside the branch customer will be greeted by your brand colored kiosk and user interface.

Patented design, no infrastructure required, transparent licensing, tailored statistics, operative management, notifications.

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Queue management system

Leyline is an agile queue management system. The user interface is simple and intuitive, which makes personnel training possible within minutes.

Leyline allows the end users to take a ticket using several methods: traditional paper ticket dispenser, via a smartphone application, SMS or web.

Clients also receive information about approximate service time and number of people waiting in front.

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Benefits

UNIVERSAL SYSTEM

Fits for queue management in a small bureau with oneoperator or as a multifunctional solution for hugecompanies with specific demands and specialadaptations.

SCALING

Easy and fast system performance improvement thanksto modular construction.

EASY OPERATION

Intuitive management will allow you to significantlyincrease the speed of service from the first day of useof the system.

APPEARANCE

Both the user-facing and operator interfaces of thesystem interface are fully configured.

STATISTICS

Customer service quality evaluation and optimizationbased on the accumulated statistics.

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Technology and integration

All calculations, statistics and monitoring is performedin the cloud.

The system has a wide array of integration capabilities to allow connecting to corporate networks, synchronizing with DBs, full integration with CRM systems, websites and other specialized software.

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System installation

STEP 1

Service configuration, additional system settings

Total time of systeminstallation is 30-60 minutes.

STEP 2

Hardware installation

STEP 3

Pairing with the cloud

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Ticket dispenser

In addition to providing an ability to get a ticket for a live queue, the ticket dispenser allows to book a ticket for specific time in future, regardless of whether it’s in an hour on in a week’s time.

To make the ticket call more convenient, the client can put in a mobile phone number in the ticket dispenser and receive an SMS when the time of call is nearing or the call has been made.

CUSTOMER CARD

Special NFC, magnetic stripe and barcode cards, depending on the requirements of the business, allow customers can be prioritized in the queue, e.g. for people with special needs.

MOBILITY

The system has a solution for mobile operator with wearable ticket printer, which can be useful for helping people with special needs or on hours with high load.

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Ticket

In addition to the main information (number and service), the ticket can have additional data, for example navigation to the operator desk, which is important in large branches. The ticket can also contain entertainment information, e.g. sudoku, crossword puzzles and other paper-based games, which can be useful when the wait time is long.

VOICE NAVIGATION

If a person with special needs takes a ticket, the system allows enabling voice notifications of ticket and window information.

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Information display

In addition to a list of called tickets, information display can show additional data on services or advertisements.

Counter displays show the counter number and the number of ticket that is currently being called or served. The window also shows operator status, for example “processing documents” or “on break”.

counter display, status information

full-size information display

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Information display

With our digital signage module you can show additional information on screens, for example promo videos, weather forecast etc.

The system also allows additional solutions upon request, e.g. showing the called ticket number as an overlay of the video.

showing the called ticket number as an overlay of the promo

information display showing a promo video, weather forecast and latest called ticket numbers

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Mobile application

Mobile application functionality allows to see current queue status as well as take a number remotely or book a time in advanced and come in exactly at the right time to be served.

The system controls time and in case of cancelation or rescheduling makes necessary corrections of the schedule and notifies other customers of the changes using push, SMS or email notifications. This minimizes waiting time both when using remote queue as well as live queues in branches.

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Operator panel

operator interface on tablet and desktop PC

Operator panel can not only be used to call tickets, but also change queue states, redirect tickets to other operators or put tickets on hold, if the customer needs some time to prepare.

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Personnel

CONTROL OF PERSONNEL

Work of all operators is monitored in real time, taking into account the type of tasks and time of service.

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Statistics and reports

Real time statistics gathering and display, reports generation allow you to quickly increase the performance and quality of customer service. Various CRM system integration.

WEB ACCESS

Monitoring and statistics are available from anywhere in the world.

EXPORT

Export system statistics in Excel file.

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Swedbank AB is the largest bank with more than 100 branches across Baltic states (Latvia, Lithuania, Estonia).

Leyline allowed Swedbank to digitize and centralize customer

and employee data (working hours, service time, service level,

break times etc…)

• Statistics were tailored to Swedbank needs.

• Ticket printers were painted in Swedbank brand colors

• User interface was redesigned and integrated with magic

info

• References upon request

Cases: Banks

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Swedbank

Cases: Banks

State bank of Latvian Republic. Leyline controls the flow of

private persons in the branch, which is especially useful

when commemorative coins are issued.

Latvijas Banka

One of the most modern banks in Latvia, with great

technical solutions, one of which is Leyline Queue

Management System.

Citadele

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Cases: Government

THE REGISTER OF ENTERPRISES OF THE REPUBLIC OF LATVIA

COURT ADMINISTRATION OF THE REPUBLIC OF LATVIA

LAND REGISTRY OF THE CITY OF RIGA

MUNICIPAL WATER COMPANY OF RIGA

6 MUNICIPALITIES OF THE REPUBLIC OF LATVIA

Валка Тукумс Смилтене Сигулда Гулбене Аизкраукле

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Business turn to us, when:

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Leyline is agile, affordable and easily scalable cloud

customer flow and queue management system. We work

with customers who want single integrated solution to

manage queues, control employees and increase revenue

through better customer experience and advertising.

Leyline can be configured exactly to match your needs and

includes many out of the box solutions, such as: physical

queue management, SMS notification, online booking, real

time statistics, digital signage, unlimited scalability, brand

integration, self-service kiosks and mobile application. And

can be integrated with any CRM, database or other

specialized software.

Looking for a single solution to increase sales, customer satisfaction and reduce operational costs

Want to organize and reduce physical queues and convert them in to sales opportunities

Looking to Improve productivity and operational efficiency

In need of a convenient way to centrally manage advertising

Frustrated with the expensive, non-scalable and non-customizable solutions available on the market



QMS — Queue management system

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Physical queue management —organizes queues by assigning a service number to a customer

Customizable tickets —

print your logo, QR code, promotion or a

sudoku

Online booking —Further decreases physical queues and allows your customer to book suitable time

SMS notification —If the wait time is too long, you can let customer to enter their phone number and freely roam around the shop while waiting for their turn

Mobile app —Reduces physical queues and makes finding you simple. shows nearest branch of your business and allows to see queue length and book service remotely.

Real time statistics —(Service time; client waiting time; serviced clients count; operator idle time; break time; other work time; client hold time) allows you to identify areas in need of improvement and save costs



QMS — Queue management system

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Centrally managed Digital Signage —allow you to show content to customers

while they are waiting to be serviced

Licencing is simple and transparent —

1 address and as much operators you

want can use the licence

Cost per ticket —is up to 15 times cheaper

Interface customization —brand the system to your needs: colors, logos, fonts, signage

Cloud —reduces hardware and administration costs, system is always up to date

We listen to our customers —and constantly add new features



Queue management —

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Allows to organize queues by assigning a service number to

every customer. This eliminates traditional queue and

allows customers to explore your goods and services while

waiting for their turn.

Result

InOut does it using several methods: traditional paper ticket

dispenser, via a smartphone application, SMS and other.

Clients also receive information about approximate time

they would be served, as well as how many people are

there in the queue in front of them.

Increased customer satisfaction by reduced wait times.

Increased revenue by using ticket promotions and digital signage

Increased employee satisfaction by organized workflow.

Increased operational efficiency and decreased costs by real time statistics.



Online booking —

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Allows customer to book exact visiting time, allowing

business to organize operations more efficiently and

prepare for the meeting.

Result

Increased customer satisfaction Reduced physical queues Allows to manage employee time more efficiently



Mobile application —

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Allows customer to find nearest office; see current waiting

time, take ticket in advance, postpone ticket and cancel

ticket.

Result

Improved company image Increased customer satisfaction Decreased physical queues



Centrally managed digital signage

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Centrally managed digital signage allows business to create

upselling opportunities while customer is waiting in line.

People stick their eyes to the screen 10 times longer while

they are waiting in the queue.

Result

You can show: images, presentations, videos, weather ect…

Let’s business manage local advertising centrally

Increased revenue

Increased brand awareness Decreased perceived wait time



SMS Notifications —

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To make the ticket call more convenient, the client can put

in a mobile phone number in the ticket dispenser and

receive an SMS when the time of call is nearing or the call

has been made. Client can roam your shop browse your

goods and services.

Result

Increased sales Increased customer satisfaction

Reduced perceived waiting time Increased retention



Customizable tickets:

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In addition to the main information (number and service),

the ticket can have additional data: navigation, promotion

or sudoku

Result

Increased sales Improved company image

Improved brand awareness Reduced perceived waiting time



Real time statistics

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Real time statistics provide info, such as: Service time,

waiting time, serviced clients, idle time, break time and

client hold time.

Result

Can be sorted by branch, employee or service type. This

allows you to see how your employees are performing, how

many customers are using certain service or visiting your

branch and plan accordingly.

Improved productivity Improved operational efficiency

Decreased costs Improved service





ML Novator is an official reseller of Leyline QMS

ML Novator OÜ, e-mail: [email protected], phone: +372 6 504 920

Artelli 10c, 10621 Tallinn, Estonia

powerpoint presentation · title: powerpoint presentation author: gordejev sergey created date:...

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