Who We Are

Member of BIL group (4000 employees

and USD 1.1 billion turnover)

Experience in providing IT solutions

since 1983

SEDCO Headquarters: UAE – Dubai

Offices: Central Europe, CIS, South Asia, GCC,
Africa, and Middle East

55,000 installations in Banks, Telecom,

Public and Healthcare sectors

80 global partners in more

than 50 countries

SEDCO
CEM Evolution

BUSINESS/ STRATEGY
LOW HIGH
CUSTOMER CENTRIC

KSK / DS / CFP Self Service Digital Branch

Separated, disparate, Modular and centrally

and disconnected system managed, with ability to
integrate with backend system Comprehensive physical
customer journeys at
every touchpoint, inside and
outside the branches

ISOLATED INTEGRATED
CEM Evolution

Introduced CVM with 1st company worldwide to

Customer Identification introduce Introduced VSM &
based on Mobile Number Self Service Shop for Telecom Digital Branch
Packages (such as mobile and

2013
2007

2017
accessories)
2009

2015
1st company worldwide to Introduced CEM for
introduce Self Service Physical Customer
Kiosk with SIM Dispensing & Journey Management
Registration
Customer Experience: Touchpoints
Every touch point is a golden chance to increase customers’ happiness through exceptional customer experiences.
 DIGITAL BRANCH TRANSFORMATION to Satisfy
Better Financial Improve Boost Revenue Optimal Utilization
Ratios/ High Efficiency Customer Experience & Market Share of Resources

Business Needs

Customer Needs

Personalized Availability Less Waiting Convenient Journey

& Customized Experience of Services at Anytime Time & Effort Across Channels
 CUSTOMER EXPERIENCE
MANAGEMENT

Multi-Touch Point
Customer Experience
SEDCO
CUSTOMER EXPERIENCE MANAGEMENT

Before Visit Duri ng Visit After Vi s it

SMART BRANCH EXPERIENCE

Smart Queuing Experience

Remote Mobile
Booking Feedback
SMART BRANCH EXPERIENCE

Smart Self Service Experience

Remote Mobile
Booking Feedback
CEM Integrated with your processes and backend systems

SEDCO’s Comprehensive Customer Experience Management (CEM) platform focuses on all aspects of
the customer journey and is tightly integrated with your processes and systems.

CRM

Quality
Assurance HR

CEM

Marketing
Other Core
Processes

Strategic Planning
CEM Solutions

Smart Digital Branch Transformation Solutions

CEM Mobile Queue Management Omni-Channel Customer Feedback Smart Digital Signage

Self Service Machines Business Intelligence Omni-Channel Marketing

CEM Mobile
Your Customers’ Journey Starts in the Palm of their Hand
Easily navigable, allowing your customers to:
o Find the nearest branch/self-service machine with the location service.
o Check the wait time status of each branch.
o Book services instantly from anywhere.
o See relevant promotional content.
o Get virtual tickets to avoid long waiting times.
o Schedule appointments and receive reminders.
o Give feedback immediately after being served.

What can CEM Mobile do for your business?

o Virtual queuing to save employees and customers times.
o Get instant customer feedback through the mobile app.
o Boost brand recognition and sales with mobile marketing.
o Go green while cutting the costs of printed queue tickets.
CEM Mobile Touchless Check-in and Ticketing Experience

By using Beacon Technology, By tracking customers’ By scanning QR-Code (outside

detect customer arrival near a geolocation GPS mobile, the branch or at the kiosk
branch and send notification detect customers near the side), customer will be able to
to check-in/take a ticket. branch and send notification check-in/take a ticket.
to check-in/take a ticket.
SMART QUEUING MANAGEMENT
Personalized Convenient Customer Journey

Customer Identification & Self Registration:

o Identify the customer at the branch at anytime.
o Personalize the service provided to the customer.
o Enable cross-selling, emphasizing on “The-Teller-Is-The-Seller”.
o Reduce wait time by applying segmentation and prioritization.
o Reduce service time by (identification, self registration,..).
o Reduce running cost and align with go-green, by paperless tickets.
o Communicate and deliver useful info at the right time.

Tablet QR Code

19” KSK-510 10” KSK-210 Paperless Ticket Paper Ticket

SMART QUEUING MANAGEMENT

Number (Mob, ID Card, Acc#, etc.)

N
F

.
C

NFC
Fingerprint

. Customer Identification
Methods:
Card (ATM, Smart ID) Barcode Kiosk comes with
hardware components, Ticketing Software
in a built-in mode.
SMART QUEUING MANAGEMENT
o Customers are called forward in various convenient ways based on the
branch setup.
o Between calls, customer views targeted ads/ info on the digital screens.
o Agent provides service in less time with better greeting.
o Agent self-monitors his/her performance against organization pre-set KPIs.
o Agent time is well-defined and controlled to increase utilization.
o Branch manager has full control on the current operation.
o Branch manager receives alerts to intervene immediately.

Counter Displays – LED, Counter Control Panel for branch manager,

LCD (15’’) and SMS Employee Software Color codes reflect the status of the position
SMART QUEUING MANAGEMENT

Counter Employee Software:

o Web based.
o Self explanatory and easy to use.
o Next, break, and recall.
o Transfer to counter, service, send back.
o Hold.
o Office work.
o Instant messaging with the supervisor (two ways).
o KPIs matching.
o Show and edit customers info.
o Add notes on transactions.
o Ability to view customer picture.
SMART QUEUING MANAGEMENT

Branch Manager Software:

o Self explanatory and easy to use.
o Instant messaging with employees.
o Live monitoring of the counters/transaction
details.
o Ability to serve customers as if it’s a counter (Use
branch manager software as a counter).
o Reports and dashboard access to the branch
manager.
o Logs of waiting customers, served customers, and
appointment customers.
o Workflow administration and configuration.
DIGITAL SIGNAGE
Inform, Educate, and Entertain your Customers, at the Right Time

o Trigger purchase intent by displaying targeted promotional content.

o Manage, schedule, and update content on the screens easily from
the head office.
o Monitor and control the screens centrally.
o Go green while cutting the costs of printed advertisements.
o Enhance your customer journey.

Play Duration 70%

Play Duration 20%

Play Duration 10% Targeted advertisements can be displayed based on the segments of waiting
customers in the branch and beyond
OMNI-CHANNEL CUSTOMER FEEDBACK
Customer Happiness Meter for More Insightful Decisions
Omni-Channel Feedback Sources:
Mobile
Feedback/SMS o Get feedback at various levels (branch, employee, service) for any specific
time.
Online Tablet o Follow up with unhappy customers to increase their loyalty and retention.
Feedback Feedback App
Omni-Channel o Manage the customer feedback centrally from all channels.
Feedback
o Improve your business performance based on customer feedback.
Counter Branch
o Create a better experience that meets the customers’ expectations.
Feedback Feedback
CFP-760 CFP-1000 o Make insightful business decisions based on dynamic reports.

Mobile SMS/SMS Tablet Feedback Branch Feedback Counter Online

Feedback Link App CFP1000 Feedback CFP760 Feedback

Omni-Channel Feedback
OMNI-CHANNEL CUSTOMER FEEDBACK

Star
Different Question Types:
Star, Slider, NPS, Smiley, Multiple Choice, Category Questions, Free Text
Category Slider
Questions

Omni-Channel
Feedback

Multi
Choice NPS

Smiley
https://atch?
v=1KEJhb4

Slider Free text Smiley

Star Category Questions Multiple Choice NPS

OMNI-CHANNEL MARKETING
Make Your Brand Thrive with Targeted Marketing at Every Touchpoint

o Deliver targeted advertisements based on customer segment.

o Promote certain services/ products for the same customer across
various channels.
o Integrate with your website for omni-channel advertising.
o Go green while cutting the costs of paper advertising.
o Extend sales opportunities to increase your ROI.

Omni-channel Marketing
OMNI-CHANNEL MARKETING

o At ticketing kiosk screen, ads continue to be displayed during service selection until ticket issuing.
o Trigger the customer purchase intent.
BUSINESS INTELLIGENCE
Analyze the Past, Monitor the Present, and Plan the Future

o Evaluate and report business performance.

o Generate revenue analysis report from your self-service machines.
o Automated alerts and delivery of reports.
o Advanced analysis and capacity planning.
o Real-time monitoring of your business via maps and dashboards.
o Accessibility of Bl dashboards from all devices (e.g. desktop, laptop, tablets
and mobile phones).

1 Configure your KPIs

2 Define your
3 See the full picture and
organizational structure dig down to any level of details
BUSINESS INTELLIGENCE

BI >> Functions
Departments

••Live
Customer
and Statistical ••High LevelUtilization
Employee Data
Satisfaction
Dashboards Index •with Dig Through
Employee Behavior
••Overall
Customer Feedback
Picture At Capabilities
•First Look Behavior
Customer
• Live Monitoring

CXO’s Middle
CX HR
Level Managers

Direct
Marketing Employees
Operations
Managers
••Detailed Reports
Growth Rates ••Direct Feedback
Live Monitoring
•Down to
Cross Selling •About Performance
Employee Utilization
Transaction Level
Opportunities •Compared
Branches to
Organization KPIs
Performance
BUSINESS INTELLIGENCE

Reports:
o Customer Traffic (hourly, daily, monthly):
Predict the overloaded branches, plan resources, minimize queues.
o Branch Performance:
Compare Branches’ performance against corporate KPIs.
o Employee Efficiency:
Manage the performance of individual employees and their teams, for
better motivation and rewarding.
BUSINESS INTELLIGENCE

Reports:
o Growth reports, monitor the demand on a specific service in a specific
time.
o Rankings (best / worst) employees, branches, regions, employees at a
given time, etc. - The most important data. Available at a glance.
o Indicators of customer satisfaction - analyze raw data or use it to build
more complex models of customer satisfaction survey.
BUSINESS INTELLIGENCE

Live Monitoring & Alerts

o Customizable View:
Displays only the necessary data. Analyze data at a glance
(color-coded).
o Email and SMS alerts:
Monitors business performance and sends alerts to the
right person, depending on the problem.

✓ Monitoring branches flow and services.

✓ Monitoring utilization of counters across the organization.
✓ Monitoring appointments management and flow.
BUSINESS INTELLIGENCE

Strategic Analysis
Analyze huge data collected from various
customer touch points. Get reports fast and
easy.

Data Mining
o Discover the hidden meaning behind your data.
o Find hidden relations.
BUSINESS INTELLIGENCE

Power BI – Interactive Dashboards

Turn the business user to a power user.
DIGITAL BRANCH TRANSFORMATION

Transform your classical branches to smart digital ones with less operating expenses while extending your
services beyond the working hours.

SEDCO
CUSTOMER EXPERIENCE MANAGEMENT

Self Service - Alternative Channels

SEDCO
Digital Branch Transformation
Fewer, Smaller, and Smarter Branches 24/7
Omni-channel experience for the physical journey where your customers can be guided to a human agent, a video
agent, or to a self service machine.

Human Agent Self Service Machine Video Agent

SEDCO
CUSTOMER EXPERIENCE MANAGEMENT

Smart Digital Branch (Objectives):

o Pushing workload from employees to customers → Cost Reduction.
o Paperless operation.
o Reducing waiting time and service time.
o Reducing branch sizes and footfall.
o Increase availability: smaller branches in public locations.
o Customer satisfaction and retention.
o Quality of service.
o Better operational management and control.

Alternative Channels – All the way

SEDCO
Self Service Kiosk
Self Services Anywhere Anytime

A self service machine that enables your customers to perform services

by themselves 24/7.

Make your services available beyond your branches and working hours:
o Issue, renew, replace SIM card
o Bill payment
o Top up
o Account management
o Mobile money (cash in /cash out)
o Customer feedback
o Other services

Add-on Kiosk Components:

Any combination of kiosk components can be provided,
depending on the services. For example: card reader,
passport/ID scanner, payment module, and so on.
Self Service Kiosk
Virtual Service Machine
A Self Service Kiosk with a Human Touch
An interactive kiosk where customers perform different services by
themselves 24/7, with the ability to get a real human interaction
whenever needed, all in one integrated solution.

o Ability to make a video call with a remote agent.

o The agent can have full control on the machine.

o Customer support and face-to-face interaction when needed.

o Availability of your services 24x7 → reduce cost and increase

customer convenience.

Add-on Kiosk Components:

Any combination of kiosk components can be provided,
depending on the services. For example: card reader,
passport/ID scanner, payment module, and so on.
Virtual Service Machine
Self Service Shop
Automated Retail Shop 24/7
An automated retail store that enables your customers to buy physical
items by themselves, such as SIM cards, mobile phones, tablets,
modems, and other telecom accessories.

By installing the automated shops in dynamic locations, your customer

can also perform multiple services such as:
o Register, replace, and dispense SIM cards
o Bill payment
o Top up
o Mobile money
o Account management
o Other services

Add-on Kiosk Components:

Any combination of kiosk components can be provided,
depending on the services. For example: card reader,
passport/ID scanner, payment module, and so on.
SAMPLE REFERENCES - Telecom
SAMPLE REFERENCES - Finance
SAMPLE REFERENCES - Public Sector
SAMPLE REFERENCES - Healthcare
 Thank You
www.sedco.co