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Let your customers book their priority

Agenda
 Introduction to RSI Concepts
 Introduction to RSI Queue
 RSI Queue Clientele
 RSI Queue Technology Architecture
 Why RSI Queue?
 RSI Queue Working
 RSI Queue Server Software
 Branch Reporting
 Live Monitoring
 Central Administration Suite
Agenda
 Web Portal for Advance booking and check in
 Example of few busy sites
 Past Integrations
 Connectivity Diagrams
 Hardware and Software Warranty
 Support and Escalation Model
 Training
Introduction to RSI Concepts
• Belongs to Enhancers Groups of Companies which is
based in UAE since 1965
• Established in 1990 and has multiple offices in UAE
• Has more than 1000 + employees
• Has a global client base of more than 5000 satisfied
customers across 22 countries
• Specializes into IT products and Services
RSI Queue - Some of local Clients
Introduction to RSI Queue
• Researched , Developed and Manufactured in UAE
• Launched in 2006
• Distribution across 22 countries across the globe
• Major implementations in UAE, Pakistan, Bahrain, Oman,
Qatar, Nigeria, Iran , Afghanistan , Tunisia , UK , Kenya and
Libya.
• More than 3000 satisfied customers across 22 countries and
11industries.
• More than 1000 satisfied customers across UAE
• Has a team of more than 15 active members involved in the
Research , development , designing and continuous
enhancement.
RSI Queue - Some of local Clients
Introduction to RSI Queue
• Implemented in more than 11industries :
– Government Services
– Telecoms
– Ministries
– Insurance
– Banking
– Automobile
– Education
– Hospitals and Clinic
– Aviation and Travel Agencies
– Shipping
– Financial Industries
– Large MNCs
RSI Queue Technology and Architecture
• Is based on a main controller unit which is built in to
the Queue machine
• RSI QMS Server Software is based on web
application architecture
• The front end is developed in PHP 5.0 with Jquery
and AJAX
• The standard back end provided with the package is
MYSQL but RSI Queue can support any database
Why RSI Queue?
Locally developed
by RSI Concepts

Direct Marketing channel


No distributors, dealers

Hence
Most competitive price in the market !

Local Support and Technical Center


Onsite, Phone, Chat, Email

Customization
... to any extent
RSI Queue Working

1 2 3 4 5
Expected Customer Waiting Customer What is
Customers Arrival Area Serving Next?
2 4 Manager

15

Customer
Expected
Waiting Serving
What is Area
NEXT?
Customers
Arrival can
•• Notification
Print
issue
Display
Feedback
aticket
normalusing
Unitonline sound
ticket Interface
•• LEDs
Print
issue
Ticketand LCDs
aticket
Survey details
priority –ticket
by SMS Rich –Media
swipe card Display Unit
•• Alarms
VIP
issue
Corporate
Data when
customers
ticket byexceeding
Marketing
Collection Appointmentallotted
priorityContent timemedia
System
– Rich Queue
Tickets
Manager
• Employee
Favorable
issue
Newsticket performance
by Phone calculator
and redirection
other
RSI Survey Unit
• 10 Inches Customer Feedback Unit
• Can be used to collect Survey
• Can show ticket and counter number as well when idle
• RSI Brand
RSI Queue Server Software
• Web Based Application
• Modules
– System Administration
– Services Management
– System Configuration
– Digital Signage
– Survey System
– Messaging System
– Reporting
Administration and Management
RSI Queue Server Software - User Authentication &
Authorization
• Database level Authentication
• LDAP module
• Two kinds of permissions
– Modular permissions
• applied on groups
– Features permissions
• applied on users
RSI Queue Server Software - Services Management
• New Services can be added from the Software
• Managing existing Services
• Nested Services to Nth Level
• Timings can be set for each service
• Breaks can be applied for each service
• Different services can be rolled out at different
branches
• Define Bench mark waiting time , serving time and
maximum number of tickets waiting
RSI Queue Server Software - Configuration
• General Configuration
• Security Configuration
• Queue machine configuration
• Ticket Configuration
• Signage LCD Configuration
• Counter LCD configuration
• Survey LCD Configuration
RSI Queue Server Software – Digital Signage
• Different Themes available
• Manages content for
– Main LCD
– Queue machine when idle
– Counter LCD when idle
– Survey LCD when idle
• Different content can be uploaded
– Video files of any format
– Set of Images
– Flash Presentation
– PPT Files
• Choose schedules to execution and roll outs
RSI Queue Server Software – Survey Management
• Unlimited Surveys can be building
• Unlimited number of surveys at the same time
• Unlimited number of questions in a survey
• Unlimited number of participants to a survey
• Different question types with more to come
• Assessment surveys
• Extended and user-friendly administration interface
• Survey expiry dates for automation
• Enhanced export functions to text, CSV and MS Excel format
• Professional statistical and graphical analysis with export
facility
RSI Queue Server Software – Messaging System
• Send and receive messages to other users of the
system
• Compose
• Inbox
• Outbox facility
• Useful for Managers and Supervisors for sending
messages to agents
Reporting
• Types of Reporting
– Tabulated
– Graphical
– Statistical reports
– Management Reports
• Report Generation on the basis of
– Services
– Agents
– Counters
– Branches
• Exporting of reporting to different formats
Reporting
• Auto report generation can be sent for predefined
periods such as end of the day and so on
• Live and historical reports
• Region / City and Group wise reporting
• Customization of reports as per the clients
requirement and needs
• The system at the moment generates more than
200 to 220 different kinds of reports
• Reporting Building tool can be given
Reporting –Daily Reports
• Daily counter Performance Pattern Analysis
• Daily Customer Activities By Service.
• Daily Customer Arrival By Service Distribution Pattern
• Daily Customer Arrival Waiting Pattern Analysis By
• Daily Customer Arrival Waiting Pattern Analysis
• Daily Customer Renbegaded Pattern Analysis By Service
• Daily Customer Served By Counter Distribution Pattern
• Daily Customer Served Waiting Time Analysis By Service
• Daily Customer Served Waiting Time Performance By
• Daily Customer Serving Time Analysis By Service By
• Daily Customer Serving Time Analysis By Service
• Daily Customer Serving Time Analysis By Teller
Reporting –Daily Reports
• Daily Customer Serving Time Performance By Counter
• Daily Customer Serving Time Performance By Service
• Daily Customer Serving Time Performance By Teller
• Daily Customer UnServed Pattern Analysis by Service
• Daily Queue Performance By Day
• Daily Queue Performance By Service By Teller
• Daily Queue Performance By Service
• Daily Queue Performance By Teller By Service
• Daily Queue Performance By Teller By Service
• Daily Queue Performance Pattern Analysis
• Daily Time Performance Pattern Analysis By Service
• Daily Time Performance Pattern Analysis
Reporting – Monthly Report
• Monthly Counter Performance Pattern Analysis
• Monthly Customer Activities By Service
• Monthly Customer Arrival Waiting Pattern Analysis By
• Monthly Customer Arrival Waiting Pattern Analysis
• Monthly Customer Renegaded Pattern Analysis By Service
• Monthly Customer Served By Counter Distribution By Day
• Monthly Customer Served Waiting Time Analysis By
• Monthly Customer Served Waiting Time Performance By
• Monthly Customer Serving Time Analysis By Service By
• Monthly Customer Serving Time Analysis By Service
• Monthly Customer Serving Time Analysis By Teller
• Monthly Customer Serving Time Performance By Counter
• Monthly Customer Serving Time Performance By Day By
• Monthly Customer Serving Time Performance By Service
Reporting – Monthly Report
• Monthly Customer Serving Time Performance By Teller
• Monthly Customer UnServed Pattern Analysis By Service
• Monthly Queue Performance By Day By Service
• Monthly Queue Performance By Day
• Monthly Queue Performance By Service By Teller
• Monthly Queue Performance By Service
• Monthly Queue Performance By Teller By Service
• Monthly Queue Performance Pattern Analysis By Service
• Monthly Queue Performance Pattern Analysis
• Monthly Time Performance Pattern Analysis By Service
• Monthly Time Performance Pattern Analysis
Reporting – Periodic Report
• Periodic Counter Performance Pattern Analysis
• Periodic Customer Activities By Service
• Periodic Customer Arrival Waiting Pattern Analysis By
• Periodic Customer Arrival Waiting Pattern Analysis
• Periodic Customer Renegaded Pattern Analysis By
• Periodic Customer Served By Counter Distribution By
• Periodic Customer Served Waiting Time Analysis By
• Periodic Customer Served Waiting Time Performance
• Periodic Customer Serving Time Analysis By Service
• Periodic Customer Serving Time Analysis By Teller
• Periodic Time Performance Pattern Analysis
Reporting – Periodic Report
• Periodic Customer Serving Time Performance By Day
• Periodic Customer Serving Time Performance By
• Periodic Customer UnServed Pattern Analysis By
• Periodic Queue Performance By Day
• Periodic Queue Performance By Service By Teller
• Periodic Queue Performance By Service
• Periodic Queue Performance By Teller By Service
• Periodic Queue Performance Pattern Analysis By
• Periodic Queue Performance Pattern Analysis
• Periodic Queue Perfromance By Day By Service
• Periodic Time Performance Pattern Analysis By
Live Reporting - Floor View Manager
• Service Analytics
• Employee Analytics
• Pending Tickets
• Service wise break up of Tickets
• Employee wise break up of Tickets
• Notifications
Floor View Manager
Central Administration Suite
• Central Administration of Users
• Central Administration of Services
• Central Reporting of all the branches
– Queue system Reporting
– Survey Reporting
• Signage information pushing
• Survey information pushing
• Configurations roll out for all branches
Online Portal for advance booking and Check in
 Web based application
 Can run on an independent domain or sub domain
 Integrated to QMS
 Features
 Branch listing
 Location guidance
 Advance Booking
 Check In
 Ticket Status monitoring
 Contact Us
Example of few busy sites
• Tasheel ( Ministry of Labor and Immigration service)
– 3 Locations and a central administration suite at HO
– Each location has a foot fall of minimum 5000 tickets in 12 hours ( Peak days , this
figure goes to 6,500 to 7,000 tickets per day per location )
– Total of 13,000 to 15,000 tickets taken in three locations in 12 hours which are
synced at the central administration suite periodically
• Hamriyah Free Zone Authority
– 4 Departments and a central administration suite at HO
– Each location has a foot fall of minimum 500 to 750 tickets in 7 hours
– Total of 3,500 to 5,000 tickets taken in 4 departments which are synced at the
central administration suite periodically
• Noor Islamic Bank
– 13 Branches and a central administration suite at HO
– Each location has a foot fall of minimum 500 tickets in 8 hours
– Total of 7,000 to 8,000 tickets taken in 13 branches which are synced at the central
administration suite periodically
Integrations
• Integration with ERP
– Client Name : DUBAL
– ERP : SAP
• Integration with Appointment System
– Client Name : BMW Dubai
– System : APAS (German made system)
• Integration with ERP
– Client Name : Hamriyah Free Zone Authority
– System : MS Great Plains 10
Implementation Approach

1 2 3 4

Requirement Customization Installation Gap Analysis - 2


& & & &
Gap Analysis - 1 Integration Implementation Implementation
System Training
• Branch Trainings ( 1 day for each branch)
– End User Training
– Supervisor Training
– IT Administration Training
• Central Administration Suite Training ( 1 day )
– Supervisor Training
– IT Administration Training
Hardware and Software Warranty
• Hardware Warranty : 1 Years ( Extended warranty
available )
• Software Warranty : Life time free bug fixing
warranty
• Annual maintenance contract to be signed from 2nd
year onwards @ 15 percent per year
Thanks

Shehzad Asghar
Project Manager
RSI Concepts

www.rsiconcepts.com

END
Floor Mounted Ticket Dispensing Units – RSI 9001
Floor Mounted Ticket Dispensing Units – RSI 9001
Ticket Configuration Manager
• Logo
• Organization Title
• Date and Time
• Ticket Number
• Service Name
• Customers waiting in queue
• Average Waiting Time
• Reference Number
• Custom Message

BACK
Main Routing Display
Main Routing display unit
• Different sizes of LCD/LED screens can be used
• Can be wall mounted and ceiling mounted
• Can run advertisements through the Digital Signage
module
• Can be connected to Satellite receiver as well
Main Routing Display
Queue Manager
• Information
– Current Ticket
– Tickets in Queue
– Next Ticket
– Bench Mark Time of Service
– Current Serving time
• Operations
– Calling next ticket
– Tagging the ticket as pending
– Destroying Ticket (No Show )
– Re announcing Ticket
– Calling missing ticket
– Call out of turn ticket
– Transfer ticket to another counter / Service
– Calling specific ticket BACK
– Recycling Ticket

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