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how we become experts?

What makes an EXPERT?

According to Oxford Dictionary an EXPERT is someone “having or involving a great deal of knowledge or skill in a particular area”.

Selling thousands of products will make a good salesman but not an expert.

Having a long history in business can build a reputation but not an expert.

Knowledge and skills will make an EXPERT. And we had the best teachers anyone can wish for, to become masters of our profession. our customers!

what_makes_an_expert

what_makes_an_expert

This is why we not only sell technology. We design and develop our hardware and software with one goal, to make your CUSTOMER SERVICES more efficient, productive and successful. Our solutions have an impact on every division in a company. Local and global management, sales and marketing, HR, IT, Operation, Procurement and staff itself will all benefit from using our systems. Ultimately your customers also, who will reward you with loyalty for providing them with a better service.

We are here to support you becoming the SUPERSTAR of your market.

Are you ready?

  • Products
  • Queue Management Systems
  • Kiosks
  • Digital Signage
  • Interactive window display
  • Smartphone applications
  • Management support toolkit
  • Activities
  • Hardware design
  • Hardware manufacturing
  • Software development
  • International sales
  • Project management
  • Service
  • Services
  • Consulting, installation and implementation
  • Maintenance
  • Technical support
  • Remote supervision
  • Spare part and consumable supply
  • Custom design and development

Who are we?

ONLINET GROUP is the Expert of Customer Services and a leading European innovator of Queue Management Systems. We not just design, develop and manufacture, but we shape the future of this technology. Used on 4 continents, from Washington to Tokyo, our systems create efficiency, improve productivity and increase sales.

We guarantee quality hardware built in the European Union, innovative software and flexibility in customizing or integrating. We supply the Banking/Finance, Telecommunications, Retail, Healthcare, Governmental, Hospitality, Transport and Education sector.

Milestones

Our Team

Tibor Marczali Owner
Gábor Reiser Owner
Ádám Wortmann Owner
László Pénzes Head of International Business
Zsolt Terjék Product Support Specialist
Krisztina Nagy Head of Financial Department
Szilvia Csányi Sales Support Coordinator
Balázs Győri Head of Software Development Department
Péter Román International Support Manager

why are we the experts?

Facts and figures

  • Our systems has been installed on 4 continents in more than 50 countries
  • More than 2000 customer services are using our intelligent ticketing systems around the world
  • More than 2000 customer services are using our intelligent ticketing systems around the world
  • More than 18 000 members of staff are serving customers using our systems
  • It is estimated that a ticket is issued every 7th second on our ticket dispensers around the world
  • Similarly a management report is created every 32nd minute in our software
  • Average overall efficiency in a customer service is increased by up to 34% when our systems are used
  • Our systems can contribute to an increase of up to 28% in sales and cross sales

Certificates

ISO-9001:2008 logo
ISO-9001:2008
rohs logo
RoHS
CE logo
CE

Technology partners

HP logo
HP
CISCO logo
CISCO
LG logo
LG
Microsoft logo
Microsoft
ELO logo
ELO
Custom logo
Custom
Nippon logo
Nippon
Visual Planet logo
Visual Planet
Samsung
Samsung

Awards

Deloitte Technology Fast 500 EMEA logo
Deloitte Technology Fast 500 EMEA
Deloitte Technology Fast 50 CE logo
Deloitte Technology Fast 50 CE

In the media

Articles and interviews have been frequently published about ONLINET in the last decade. Here are some the magazines, newspapers and web portals where you could read about us.

Figyelő
Figyelő
Világgazdaság logo
Világgazdaság
Prohardver logo
Prohardver
kioskmarketplace.com logo
Kioskmarketplace
nbj logo
NBJ
haszon logo
Haszon magazin
Magyar Hírlap logo
Magyar Hírlap
Budapest Business Journal logo
Budapest Business Journal
Magyar Narancs logo
Digital Signage Today
Gazdasági rádió logo
Gazdasági rádió
Selfserviceworld logo
Selfserviceworld
Kisalföld logo
Kisalföld
Magyar Narancs logo
Ipari hírügynökség
New Times logo
New Times
Computerworld logo
Computerworld
Hoc bolt logo
Hoc bolt
Vállalkozás online logo
Vállalkozás online
Retail Customer Experience logo
Retail Customer Experience

learn from the expert

Buying technology is only a half in having an efficient and successful Customer Service. Even if you have a natural born gift in customer management, learning will make you the SUPERSTAR of your market.

Join our 8 weeks FREE foundation course and learn from our collection of edited materials, in which we used the ideas, theories, practical tips and tricks of well-known psychologists, sociologists and business professionals in customer management and service.

To start the course simply type in your name and email address than hit the “Join the Course” button. You will receive in your mailbox the first lesson shortly after this. The first lesson will be a double one, followed every week by a new one, when at the end of the course, week 8, you will receive again a double lesson. Each lesson will cover a single but very useful topic. Lessons are informative and packed with fun and practical applicability in real life. At the end of the course you will receive a DIPLOMA confirming the completion of the course.

learn from an expert icon

customer portfolio

Financial / Banking

reiffeisen logo

Customer Services as selling points
– The Raiffeisen Bank story

Raiffeisen is one of the leaders on the financial market in the Central and Eastern European region and one of the most important banking institutions in Hungary. In Hungary operates more than 140 branches and has almost 550,000 private, 40,000 small and medium corporate,more than 4,400 large corporate and more than 150 city council clients. With the fast growing the Customer Services efficiency became a more and more important issue. The changes in the global economical climate brought into focus again the importance of increasing the sales and cutting the costs.

Download the full story
  • Customers in the
    Financial/banking sector
  • Raiffeisen Bank Hungary (member of Raiffeisen Group– Austria)
  • Raiffeisen Bank Russia (member of Raiffeisen Group– Austria)
  • Raiffeisen Bank Croatia (member of Raiffeisen Group– Austria)
  • Raiffeisen Bank Czech Republic (member of Raiffeisen Group– Austria)
  • MKB Bank Hungary (member of Bayern LB Group – Germany)
  • BCR Bank Romania (member of ERSTE Group – Austria)
  • DSK Bank Bulgaria (member of OTP Group – Hungary)
  • Allianz Bank Hungary (member of Allianz Group – Germany)
  • Budapest Bank Hungary (member of GE Money Group – USA)
  • BRD Bank Romania (member of Societe Generale Group – France)
  • FHB Bank Hungary
  • ERSTE Bank Hungary (member of ERSTE Group – Austria)
  • K&H Bank Hungary (member of KBC Group – Belgium)
  • Uniqa Insurance Hungary
  • ING Hungary
  • Generali Insurance Hungary (member of Generali Group – Italy)
  • Bank of Moscow Russia
  • GE Money Bank Russia
  • Absolut Bank Russia
  • Alfa Insurance Russia
  • Cresno Insurance Russia
  • CitiBank Romania
  • Astra Insurance Romania
  • Alex Bank Egypt (member of Banca Intesa Group – Italy)
  • Arab Bank Jordan
  • Ahli Bank Jordan
  • Cairo Amman Bank Jordan
  • Bank Torgovij Kapital Belorussia
  • Trade Capital Bank Belorussia
  • Belarus Bank Belorussia
  • HPB Bank Croatia
  • HYPO Bank Croatia
  • AEGON Insurance Hungary
  • Credit Europe Bank Romania
  • GetIN Bank Poland
  • Ipak Yuli Bank Uzbekistan
  • Banque Societe Generale Jordan (member of Societe Generale Group – France)
  • Societe Generale Bank Lebanon (member of Societe Generale Group – France)
  • NBK Bank Kuwait
  • JYSKE Bank Denmark
  • Fransa Bank Lebanon
  • Credit Bank Lebanon
  • BAI Bank Angola
  • SEB Bank Latvia
  • Unicredit Bank Hungary
  • Customers in the Telecommunication sector
  • Vodafone Hungary
  • Vodafone Romania
  • Orange Romania
  • Orange Republic of Moldova
  • Romtelecom Romania
  • Telenor Hungary
  • Telenor Serbia
  • T-Group Hungary
  • Invitel Hungary
  • Fibernet Hungary
  • Eastphone Hungary
  • CYTA Cyprus

Telecommunication

vodafone logo

Invite your customers for a coffee
– The Vodafone story

One of the secrets of VODAFONE’s success is the excellent customer careand service. The retailshops representsanimportant field in theinteraction with the customers. The shortwaiting times and theaccurate service was always a major priority.But VODAFONE has felt that the good can be made better. Among the sales reports it would be important to know, what the customers think about the quality of service. The waiting time spent in a useful way, the exploration of cross-sales opportunities was an important purpose too. Above all these, the leading mobile service supplier had a firm idea, about a plus that none of his competitors offer to its customers

Download the full story

Energy

elmu logo

Small Customer Services with high standards
– The ELMU story

The Hungarian Electricity Works of Budapest operates for more than a century. The company started it´s operation in the times of the Austrian-Hungarian Monarchy and continues it´s main activity since then: supply of electric energy to a great variety of consumers. The actual period of the Electricity Works (shortly ELMU) started in 1995, being characterized by a major foreign strategic investors ownership.

Download the full story
  • Customers in the
    Energy sector
  • ELMU Hungary (electricity works)
  • ÉMÁSZ Hungary (electricity works)
  • Főgáz Hungary (gas works)
  • DÉGÁZ Hungary (gas works)
  • CEZ Romania (gas & electricity works)
  • CEZ Bulgaria (gas & electricity works)
  • EON Romania (gas & electricity works)
  • GDF Suez Romania (gas & electricity works)
  • GDF Suez Hungary (gas & electricity works)
  • HEP Croatia (electricity works)
  • GPZ Croatia (gas works)
  • RADEEF Morocco (water supply)
  • Apanova Romania (water supply)
  • Customers in the
    Government/public sector
  • Embassies of Romania – 50 countries from USA to Japan
  • Guldborgsund Citizen Services Denmark
  • Citizen Services Greece
  • Tax Offices Russia
  • Pension Offices Russia
  • Burgas Employment Agency Bulgaria
  • Development Board Dubai
  • Suhareka Citizen Service Kosovo
  • National Official Translations Office Hungary
  • Registry offices Hungary
  • Cadastre & Real Estate information Office Romania
  • Tax Office Romania
  • ÖKO Park Hungary
  • Chesterfield Borough Council United Kingdom
  • New Zealand Visa Services United Kingdom
  • Saudi Post Saudi Arabia
  • Embassy of Republic of Hungary – Germany
  • One Stop Shop Government Offices Hungary
  • RRA Rwandan Revenue Authority - Rwanda

Government / Public

guldborgsund logo

Virtual customer service
– The Guldborgsund story

Guldborgsund is Denmark’s eleventh largest municipality, with communities numbering a few more than a thousand inhabitants and with six Citizen Service Centers. The danish citizens service policy says that each citizen should have the right for the highest quality of service in their local environment. But the operation of some of the Citizen Service Centers become unjustified because of the high costs, low number of citizen demands and the disproportioned distribution of workforce. The leaders of the municipality had toface two challenges. How to keep providing a highquality of service locally, while reducing the costs and increasing workforce distribution efficiency.

Download the full story

Healthcare

flag of rwanda

Optimizing patient calling
– The Rwandan Hospitals story

Today in Rwanda is a shortage of staff nationally and some medicines are in short supply or unavailable. 87% of the population have access to healthcare but there are only two doctors and two paramedics per 100,000 people. The government is seeking to improve the situation as part of the Vision 2020 development programme. It has increased the healthcare budget from 4.2% to 12% of national expenditure.

Download the full story
  • Customers in the
    Healthcare sector
  • Dr. Diósszilágyi Sámuel Hospital and Health Centre Hungary
  • Heim Pál Child Hospital Hungary
  • MÁV Hospital Hungary
  • Semmelweis University, Clinic No. 1 Hungary
  • Sopron Medical Foundation Hungary
  • Szeged Urban County Municipality Hospital Hungary
  • Szent Imre Hospital Hungary
  • Szent Lázár, County Hospital Hungary
  • Toldy Ferenc Hospital Hungary
  • Debrecen city, Urban Hospital Hungary
  • Uzsoki Hospital Hungary
  • Kigali General Hospital Rwanda
  • MuhimaGeneral Hospital Rwanda
  • Rwamagana General Hospital Rwanda
  • Pet Veterinary Budapest Hungary
  • Sipo Pharmacy Hungary
  • Hársfa Pharmacy Hungary
  • National Guard Hospital Saudi Arabia
  • Al Zahra Hospital Sharjah United Arab Emirates
  • Victor Babes Foundation Romania
  • Customers in the
    Retail sector
  • LIDL Stores Hungary
  • SPAR Hungary
  • Libri Bookstores Hungary
  • TMZ Supermarkets Zimbabwe

Retail

spar logo

How to choose the perfect wine?
– The Spar story

SPAR was founded in the Netherlands in 1932 by Adriaan van Well, as a voluntary chain of grocers under the name "De Spar". His purpose was to secure cooperation between independent wholesalers and retailers as a response to the emergence of grocery chains in Europe. "DESPAR" is the acronym for the Dutch sentence "Door EendrachtigSamenwerkenProfiteren Allen Regelmatig" which translates into "We all benefit from joint cooperation”

Download the full story

distribution network

breaking news

18
09

Success in the water business

Sofiyska Voda provides its services within the territory of the capital city of Bulgaria, and provides its services to more than 1,5 million people. Their main task is to maintain, operate and develop the water and sewerage system of Sofia - following the best engineering practices thus caring for the customers. Sofiyska Voda is permanently investing for the benefit of the city, this is the reason why the company chose the ONLINET Customer Service System.

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11
09

Ticket pulling via SMS - CDS 5.3 is here

The software development team did not rest during the summer, hence the customer calling system was expanded with a new, future-oriented service. Thanks to CDS version 5.3, it is already possible to pull SMS tickets on ticket publishers as well (instead of getting an electronical ticket only via Q-Saver mobile app). In this case, the customer receives the serial number in SMS instead of printing the serial number on the ticket publisher – even if the customers telephone number is given through the ticket publisher, the customer can receive the SMS automatically to that number. They are noticed about the expectants and also when the number of them falls below a certain level. In fact, if a certain amount of waiting time is exceeded, the system can give the customer priority, or can be provided a discount in an extra SMS.

25
08

Another success story in the banking sector: Intesa Sanpaolo

Intesa Sanpaolo bank is the leader in Italy in all business areas (retail, corporate and wealth management), and the Group offers its services to 19.3 million customers through a network of 5,386 branches well distributed throughout the country in Italy and abroad, in other 11 countries. Business innovation and service improvement at Intesa Sanpaolo Bank Albania are inspired by their customers. They encourage a style of growth that is attentive to sustainable results and the creation of a process based on trust deriving from customer and shareholder satisfaction. This common goal is the reason why ONLINET’s customer service software has been installed for them, thereby providing efficient and comfortable services to their customers.

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18
08

Wait less. Do more. – That’s what QSaver offers

Saving valuable time for customers, creating a better first impression, gaining valuable data and analytics, optimizing employee workload and enhancing customer experience. These are the benefits of ONLINET’s new app, QSaver, which allows customers to join a virtual clue, postpone an appointment, select branches online – from everywhere. In addition it can be easily integrated with existing queue management systems; only internet access is needed and the app is already running on smart phones. Those who choose this app with its intuitive interface, have 2 options: they can choose from our basic and plus package, based on their personal needs. You can check more details by clicking here.

08
08

Expansion in Georgia

We are broadening our business opportunities in Georgia with one of the renowned local system integrators whose 20-years experience and market presence is the guarantee of our successful growth. The company operates not only in Georgia, but also in neighboring countries, therefore they can be a good partner for expansion in the Caucasian region.

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21
07

Clients' satisfaction in the centre

"The comfort of our clients is a top priority" - says Cedrus Bank's slogan, and also claims ONLINET. This common goal is the reason why we work together with the Lebanese bank - the bank that has adopted a customer-centric approach placing the interest and comfort of its clients at the core of its business model, like us. That's why we provide them our queue management software nationally - to make their complete range of Commercial and Retail banking services even more useful and comfortable.

14
07

Time flies... and so do planes: the history of Iraqi Airways – and their new milestone

Iraqi Airways – the national carrier of Iraq – is the oldest airlines in the Middle East and operates domestic and regional service. The airlines was founded in 1945, when the first planes used were Dragon Rapides, then they were alternated with Vickers Viscounts. Then jet time arrived and they bought different kinds of jets. Nowadays Iraqi Airways has contracts with Schabak and with Nostalgair to produce their airplane models. As it seems, modernization and keeping up with the developing is really important for the airlines – that’s why the newest milestone in their history is that they decided to use a modern ticket dispenser, IQ7, developed by ONLINET. This unique system, besides its affordable price, offers a reliable operation with a wide range of features and statistics.

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07
07

ONLINET systems across the Lebanese BBAC Bank's branches

Solutions that support a corporate image are important parts of a company's ultimate purpose - such as full supervision of the daily operation while providing high quality customer service. These are only two of the benefits which were leading the Lebanese BBAC Bank to choose EpiqQ19 based queue management solution, developed by ONLINET. The bank that - as its slogan also claims - really cares for their customers, is one of the banks playing a key role on the Lebanese investment and retail banking sector. It has managed in a short period of time to achieve tangible results on different levels and BBAC is now among the top Lebanese banks in the country in terms of business volume and profit. The ONLINET queue management system has been installed across the bank's branches on a nationwide level, providing efficient, comfortable and modern services to its customers.

30
06

Novelty: new customer service software version available – CDS 5.0

To keep up with the fast technical development of the world and to satisfy the continuously changing requirements of our clients, we have to rethink and redesign our solutions from time to time. That’s why we spent long months of designing to create our new software package, CDS 5.0, which was born in this year, on 15th June after 12-month programing and 3-month testing. The new version abounds in several technical novelties: just to mention a few, it has Drag and Drop Designer, several alert modules (in e-mail, SMS or on Dashboard surface); it supports cloud based operation and can be centrally configured. As our Head of Sofware Development Department, Balázs Győri said: “With our newest software package, in the area of marketing people are able to edit their communication surfaces much more flexible and efficiently. In addition, the IT operations of the systems also becomes easier.”

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23
06

Foreign Economic Conference: an oppuritinity for export market expansion

Within the framework of the annual Foreign Economic Conference, it is possible to contact the Hungarian foreign diplomats during 15 minutes long, one-to-one (B2B) meetings. The Conference will be held on June 28-30 at Mercure Hotel Budapest, where the Chief Executive of ONLINET, Tibor Marczali will meet the representatives of Georgia, Azerbaijan, Latvia, Lithuania and Montenegro. „Every year, this is a great opportunity to expand our export relationships built in the past 16 years and negotiate personally with representatives of areas, which are geographically far from us” – said our expert about the event. You can find the details (in Hungarian) on this site.

17
05

National Customer Service Conference: get to know the "secrets" of future CS!

The National Customer Service Conference of Hungary opens its doors again: the three day conference will be held in Hotel Kapitány (Sümeg) from 24th to 26th May. The event collects the representatives of customer service, customer relationship and contact center industry of the country and ensures them a place to share ideas, get to know the trends of these industries and the newest innovations year by year. Due to the importance of this conference, ONLINET will also participate as an exhibitor - join us on the national meeting of Hungarian representatives of customer services next week! You can find the details (in Hungarian) on this site.

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25
04

Unprecedented interest for ONLINET solutions in Oman

The Middle East is one of the most strategic and prosperous geographical regions in ONLINET's development plan. Our regional distributor MALIATEC has organized in Oman, this month, the largest Digital Solutions event in the company's history. Co-hosted by their local partner Digital Waves It Solutions - DWITS, the event introduced the latest trends in customer services and customer management to prominent business leaders. Representatives of 70 companies, from 4 different market sectors, had the chance not only to familiarize themselves with ONLINET's technology, but also to see and try our solutions in simulated real-life situations.

24
02

ONLINET delivers its first panel talk on CeBIT

CeBIT (Hannover, Germany) is the only event in the world to present the digital transformation in its entirety, showcasing real examples and best practice. With 200,000 participants, 450 startups, 200 speakers over 5 days of conference, CeBIT is the landmark of technology shows. 'HUNGARY: Home for Innovation' is the largest exhibition stand ever, in our country's CeBIT history. Among well-established and start-up Hungarian companies, Onlinet Group will present how customer service solutions can transform the face of a modern business. During the panel talk, entitled 'How to stop customers from walking away?' we will share the secrets of successful customer management, learned over 15 years, working with companies on 4 continents. The event is supported by the Hungarian National Trading House and IVSZ, the ICT Organization of Hungary. CeBIT is open between 20-24 March 2017. For more details visit www.HungaryatCeBIT.com

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27
01

Make your shop a family magnet

Children will experience boredom if they must be in a place where they can´t play. As a consequence, they could become easily impatient or naughty. The parents in situations like this, will leave the place without purchasing anything. The PLAY children kiosk with its colorful, captivating design and games can engage the children even for a long time. During this time, the parents can browse, shop or manage their business. Shops or customer service offices of any kind will benefit by using the PLAY kiosk, experiencing increased efficiency, sales rate and customer loyalty.

10
12

Improving shopping experience in Saudi Arabia

Zain is a leading mobile and data services operator with a commercial footprint in 8 Middle Eastern and African countries with a workforce of over 7,000 providing a comprehensive range of mobile voice and data services to over 45.2 million active individual and business customers. ONLINET Group delivered queue management solutions to more than 110 shops in Saudi Arabia during 2016. Recently the contract has been expanded to improve service and shoppers experience, in additional 65 shops over the course of next year.

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10
11

Taking Onlinet solutions to Indonesia's Big Apple

Indonesia is made up of 17500 volcanic islands, 6000 of which are inhabited by nearly 250 million people, speaking over 700 languages. The country famous for its Jawa coffee, the Komodo dragon and one of the worst traffic jams in the world in its capital city, Jakarta, offered an ideal ground for a growing European IT company. During the official visit in Jakarta, ONLINET Group had the chance to meet with a number of companies interested in becoming resellers of queue management and digital signage systems developed in Hungary. ONLINET Group was also one of the companies invited to the Indonesian-Hungarian Business Forum, showcasing some of the solutions, expected to bring customer service in the South Asian country to a more efficient level.

05
10

How can customer service be improved?

If you face the challenge of long queues and waiting times, limited sales and cross-sales efficiency or questionable customer loyalty…
If you want to take advantage of shorter real and perceived waiting times, better resource optimization, more channels to reach customers, higher customer loyalty…
Then please let us introduce you our acting solutions live at IMWORLD 2016 stand D10 from now till 6th of October in Bucharest, Romania.

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29
09

Innovation takes ONLINET over the Atlantic

Whenever Brazil was a topic in a conversation this year, the Olympics were the main theme. While the games are over, Brazil is again in the spotlight with one of the continent's most prestigious ICT exhibition, FUTURECOM 2016. With nearly 300 exhibitors and 14,000 visitors last year, FUTURECOM gathers the visionary innovators in the ICT sector from all around the world. ONLINET will exhibit and showcase it's customer services solutions, with a special focus on our new smartphone apps and business intelligence software.

05
09

ENGIE Romania raises customer support standards

Endless queues and a lack of waiting times of customers are some of the main problems faced by the largest companies. Because we are in a constant evolution, they seek the best and most efficient solutions for their clients. An example of this is the big supplier of natural gas ENGIE Romania which began in 2013 to upgrade its customer relations centers, choosing the solutions offered by ONLINET.
They looked for simple solutions, efficient, saving both time and space but also responding to the needs of its customers.
The IQ7 solution have been implemented in 8 customer centers throughout the country and therefore became a better working environment for employees and the customer waiting time has decreased considerably.

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26
08

Information in a touch

Sharing information and documents with clients is an essential part of every business, this is especially true in a bank. Announcements, rates of interests, exchange rates change daily or sometimes more often. The paper-based delivery of these important messages complicated, expensive and strain on the environment. Merging ten saving cooperatives in 2015, B3 TAKARÉK has the largest branch network in Hungary. They looked for a simple, cost-effective, space saving, but comprehensive solution for document sharing. ONLINET WebTouch 10 met the requirements, moreover is able to display media contents, campaigns and promotions.

12
07

Exclusive focus on customer loyalty

Hungarian market leader bookseller, LIBRI has great emphasis on their customers’ loyalty. ONLINET designed and manufactured an exclusive self-service kiosk especially fits the interior of LIBRI shops. Built-in barcode reader is able to identify the members of customer loyalty program, making instant communication and promotions possible.
Using the kiosk, the staff can spend their valuable time with buyers, while the kiosk serves the visitors with general interest. The kiosk allows guests to read about that interest them most.

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13
05

Low-cost consumer loans, highest standards in customer experience

COFIDIS is a leading personal credit company in the Hungarian market as a subsidiary of the French Credit Mutuel, one of the most influential banking institutions of Europe. Its personal loans are offered to customers to fulfill even the most specific wishes within the shortest period of time at the highest level of quality. In order to best serve their clients, they design simple, customer-centric and smart services. Features of EpiQ19 ticket dispenser meet these principles, so the newly opened personal customer service has been equipped with ONLINET Queue Management System improving efficiency and customer satisfaction.

13
04

Fashion trendsetter in customer services

Milano is a fabric covered information and ticketing kiosk. As an addition the structure is covered with fabric offering a series of benefits such as variety of colours and design, lightweight, economic to name a few. Fabric allows sound & light to pass through the material, making it possible to install speakers or ticketing displays behind it. While fabric is a considerably cheaper material, it also reflects a premium category impression.
Fabric is not yet used in the kiosk and queue management market while its benefits are obvious.
It offers a great range of variety, making it easy to adapt into any interior design. Design can vary depending on client and atmosphere: banks, hotels, museums, shopping malls or office buildings.

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02
04

Light It Up Blue

On the evening of April 2 in honor of World Autism Awareness Day iconic buildings across the world turn their lights blue to promote autism awareness. By joining the global Light It Up Blue campaign the rotating clock in the heart of Budapest also got decorative blue lights to mark the occasion. The ONLINET Group is proud to support the digital signage solution that made this possible.

15
03

Five star service in Mobistar shops

Founded in 1996 as a joint venture between Telinfo and France Télécom (today Orange Group), Mobistar is Belgium’s second largest mobile operator. The company that once introduced for the very first time GPRS services in Belgium, today offers beside mobile, landline telephony, ADSL internet and Satelite TV services across the country. „Mobistar is focusing on its core business, connectivity, and strives for the best possible customer experience.” – explains Jean Marc Harion CEO. Onlinet supplied recently a cost-effective and innovative way to handle customer services and queue management in Mobistar shops.

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05
02

15 facts you didn't know about the 15-year-old ONLINET GROUP

1. Onlinet Group’s headquarter is located in Budapest, Hungary. The most further queue management system has been installed 9040 km (5617 miles) away from our office. 2. Onlinet Group’s oldest and still operational queue management system is installed in Budapest and is 12 years old. 3. Currently 66,5% of the company’s employees are working for Onlinet Group for more than 5 years, while 37,5% are working for more than 10 years. 4. The total weight of the ticket dispensers sold in the past 15 years would make up approx. 3 large passenger carrier aircrafts such as the Boeing 737. 5. The customers using Onlinet queue management systems around the world are speaking approx. 94 languages. 6. The length of the paper rolls used so far by the Onlinet ticket dispensers could go the distance around the globe approx. 3.5 times 7. The branch office using Onlinet queue management system, serving the highest number of customers in a day is located in Moscow, Russia. 8. The Onlinet company logo has been changed 5 times during the past 15 years. 9. The printed source code of the CDS3 sofware could fill the book War and Peace 90 times. 10. Onlinet queue management system operates in every 12 km in Hungary. 11. The smallest spare part of Onlinet ticket dispenser is 1,6 mm. 12. The Onlinet headquarter moved 5 times in the past 15 years. 13. In Hungary new Onlinet system has been installed in every ten days since 2001. 14. 1.680.000 leds have been used for counter displays sold in the past 15 years. These could illuminate the New York 5th Avenue 3 times. 15. The height of sold ticket dispensers could go the distance of the world’s most famous highway, the Route 66.

01
12

Bank of the Year in Bulgaria improves with Onlinet

DSK Bank was established in 1951 as a state savings institution, being transformed in 1998 into a commercial bank. In October of 2003 after a successful privatization OTP Bank of Hungary became the sole owner of DSK Bank, , making the transit from a state-owned into an exceptionally operating and efficient private bank. Not only did DSK Bank establish itself as a preferred partner in banking but different surveys over the years have shown that the Bank remains the leader in trust, as well and the most recognized bank in Bulgaria. Servicing over three million customers, DSK Bank practically reaches every Bulgarian family. Co-operation with Onlinet started nearly a decade ago and today more than 70 branches are using a modern queue management solution, this number increasing year after year. Innovation never stopped, as after customer identification, VIP customer features, customer feed-back, the bank will introduce a brand new online appointment booking facility widening the comfort zone of its clients.

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11

Customer Service without 'traffic jam'

The Hungarian National MotorwayToll Payment Services has recently installed at their customer service offices across the country, queue management system provided by Onlinet Group. These offices offer services such as the complete processing of e-vignette requests, HU-GO (a distance dependent electronic toll system for vehicles larger than 3.5 tonnes in weight) current account credit deposits, purchase of route tickets and various foreign vignettes for international travel. The queue management system offers to customers a shorter waiting and a more comfortable service.

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10

No more queuing for the daily bread

Denmark is world-famous for its rye bread, cakes and not ultimately for its pastries. Citizens of a small town in the North-West part of the country, called Hinnerup, can enjoy daily the best a Danish Bakery can offer. Bagergarden is more than just a bakery, it is a meeting place for locals, serving beside freshly baked bread, cakes and pastries, also sandwiches, coffe and soft drinks. The bakery is so popular that it serves on an average Sunday at least 1200 customers. The staff has a new supporter, the Onlinet iQ7 queue management system, able to control the flow of customers, reduce the waiting time and offering a more pleasant waiting experience.

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15
10

Onlinet controls the time in Budapest

One of Budapest’s most popular meeting points is the Western Square. Located only five minutes from the Danube River, this is the home of the Western Railway Station, built by the Gustav Eiffel Company, opened in 1877. This is the place where Hungary’s very first McDonald’s has been opened after the fall of the Iron Curtain. Surrounded by luxury shopping malls and architectural masterpieces, stands the iconic rotating clock since the eighties, showing passers-by the exact time, temperature and current name days. The digital signage solution provided by Onlinet, from now on is able to display not only text messages, but also comprehensive media content.

01
09

'Customer satisfaction comes first' says Lebanese bank

AL-MAWARID Bank was established in 1980 in Lebanon and has experienced a steady growth ever since. This impressive performance can be attributed to a very simple philosophy: customer satisfaction comes first. The bank's chosen solution for improving their customer services was the Onlinet queue management system. The solution provided covered all the bank branches with a comprehensive queuing solution, including a central management and reporting tool.

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01
08

Faster, better services in the Croatian Healthcare

Since Croatia joined the European Union in 2013, the main goal of the Healthcare System was to become a quality service, available to everyone, according to the principles of comprehensiveness, accessibility and solidarity. The Croatian Health Insurance Fund (HZZO) decided to upgrade their customer services providing high standard, automated services to the public. Onlinet Group has developed a special equipment for this purpose which incorporates the benefits of a queue management system and an information and self-service kiosk. The system will provide multiple functionlities, such as client identification by health insurance card, new card printing, document printing in A4 format and full featured queue management.

01
07

Onlinet reaches the shores of the Aral Sea

Founded in 1990, Bank Ipak Yuli is one of the prominent banks in Uzbekistan. Bank Ipak Yuli constantly strives for the continuous growth of its business by expanding its customer base, the regional presence of the bank, increasing the amount and types of services to meet the needs of each client. Continuing a co-operation started in 2013, Onlinet has supplied new queue management and digital signage systems to improve customer service in even more branches across the country.

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10
06

Onlinet is Samsung's partner on the Financial market

Samsung, an innovator of the technology of tomorrow has chosen Onlinet as its partner, to provide smart solutions for the Financial sector. The Samsung Hungary Tech Days unpacks a specific sector, from Education to Healthcare and from Public to Retail, showcasing technology that will shape the future of each market. Samsung's choice for the Financial sector was Onlinet, on the exhibition organized on 3rd June, in the prestigious venue of Várkert Bazár, in Budapest. The solutions presented to the invited guests and visitors included queue management, business intelligence software and customer feedback applications.

01
06

Car service revolution in Slovenia

Taking our car to a service station can be sometimes a real nightmare. But not in Slovenia. Štajerski Avtodom provides regular vehicle roadworthiness and technical safety checks for their clients. LPP is the largest service station chain in Ljubljana, capital city of Slovenia, offering quality vehicle repair and maintenance services. Both companies decided to install Onlinet Queue Management system with digital signage and customer feedback in some of the locations. There was a saying in these service stations: the slowest queue is always the one you just joined. From now on, all clients will experience fairness and comfort in waiting and a faster and more efficient service.

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11
05

Onlinet exhibiting at TIBCO Romania

International Trade Fair for Consumer Goods – TIBCO will take place between 28th-31st May 2015, within the Central Pavilion and outdoor platforms at Romexpo, Bucharest, Romania. At this 32nd edition, TIBCO carries on the tradition of a successful event that, beginning with 1974, has gathered under Romexpo Central Pavilion thousands of visitors looking for novelties, offered by producers, importers and distributors, from Romania and abroad. Onlinet Group will showcase its latest developments in hardware and software, including queue management, information kiosk, digital signage and customer feedback. For further details please contact Mr. Radu Dumitriu, radu.dumitriu@onlinetgroup.com.

01
05

Austrian banking giant teams up with Onlinet

Erste Bank Hungary services customers through 129 branches and 420 ATMs. In terms of number of its customers, branches, and ATMs, Erste Bank Hungary is among the TOP3 major players in the Hungarian banking market. Erste Bank Hungary has been a member of Erste Group since 1997, which was founded in 1819 as the first Austrian savings bank. Since then, Erste Group has developed into one of the largest financial services providers in the Eastern part of European Union, servicing 16.5 million clients in a network comprising nearly 2,900 branches in 7 countries (Austria, Czech Republic, Slovakia, Romania, Hungary, Croatia and Serbia) with nearly 46,000 employees. Onlinet Group installed recently complete Queue Management and Digital Signage systems in 36 branches across Hungary. This will be followed by a full refurbishment of the existing systems in the remaining branches.

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01
04

Onlinet kiosks in the Government One-Stop Shops

A Structural Reform Programme was introduced in Hungary in 2010 which established Government Offices in the capital city of Budapest and the19 counties. In 2011, integrated service contact centres or one-stop shops, called 'Government Windows' started to operate as front offices of the Government Offices. They dealt with 30 different types of public administrative procedures, and their task portfolio is constantly broadening. The task portfolio of 'Government Windows' is embracing the whole public sector: immigration, industry, agriculture, employment and welfare benefits, environment protection, customer protection, national-register tasks etc. The new offices has been equipped with the Onlinet Webtouch kiosk, allowing the public to have access to information even faster.

01
03

Lebanese hospital innovates patient services

University Medical Center – Rizk Hospital (UMC-RH) was first established in 1925 as a private family-owned clinic. The hospital's vision was to contribute to the medical development of Lebanon by founding a modern private medical center equipped with state-of-the-art medical facilities and employing innovative surgical techniques. Since 2009 serves also as the primary teaching hospital for Lebanese American University's schools of Medicine, Nursing, and Pharmacy. Innovation continues also in patient services as Onlinet Group recently supplied the hospital with a state-of-the-art queue management system.

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01
02

CABS Bank breaks with conventions

CABS, member of the Old Mutual Group is an established brand name in the financial retail market in Zimbabwe. Old Mutual Group provides investment, savings, life assurance, asset management, banking and property & casualty insurance in Africa, Europe, the Americas and Asia. The group has over 16 million customers and approximately 57 000 employees. Founded in 1845, the group expanded from its origins in South Africa, being listed on the London and Johannesburg stock exchanges, since 1999. CABS decided to break with old conventions and to take a bold step into the world of digital signage. Onlinet provided the bank with a comprehensive solution able to display in their branches not only advertising, but also exchange rates managed and controlled centrally.

01
01

Telecom company starts a new era in Cyprus

Cyta is considered to be the leading provider of integrated electronic
communications services in Cyprus. Making the best of the island's
geographicallocation, Cyta has developed an extensive submarine fibre optic cable network linking Cyprus with neighboring countries such as Greece, Israel, Syria, Lebanon and Egypt and, by xtension, with the rest of the world. The fifty years since the establishment of Cyta have been a journey into the future. Today, Cyta is the proud provider of mobile and fixed telephony, Internet and interactive television. Progress towards a more efficient customer service stepped to a new level in 2012 with the installation of the first Onlinet queue management and digital signage system. ln 2015 all Cyta shops are expected to be equipped with a similar system, improving efficiency and customer satisfaction.

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11
12

Customer service: Drama or Science Fiction?

UPC is the largest cable television operator and Liberty Global Europe's telecommunications operator in Hungary. UPC Hungary provides digital and analog cable video, broadband internet, and traditional circuit-switched and digital telephony (VoIP) services to nearly 2 million service subscribers. UPC Hungary is operating in 22 major Hungarian cities and towns and in their surrounding areas, including Budapest, the capital city. UPC teamed up with Onlinet Group to provide professional customer services in their nationwide network of centres. Solution implemented includes Queue Management System, local and central executive reporting system and digital signage. Drama and Science Fiction will stay on the television screens, while customers will receive a five star service.

13
11

Bookseller of the Year improves digital signage with Onlinet

Established in 1991, Libri was founded as the successor of the Hungarian State Bookseller Company. By modernization and constant expansion of the inherited store network and organizational structure, Libri has become one of the largest bookseller companies in Hungary, with 34 stores and the online bookstore. Numerous recognitions in recent years have proved the leading position on the market. Awards include “Bookseller of the Year", the Hermes Award from the Ministry of National Cultural Heritage, the “Superbrands" and “MagyarBrands" Awards granted by the jury consisting of independent marketing and advertising professionals. During the last quarter of the year a contract has been signed between Libri and Onlinet to improve the digital signage system of the bookstores.

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10

Bringing the latest banking technology to Moscow

The 1st International Forum “Banking Automation 2014: All Products and Solutions” held by the Association of Russian Banks in Moscow on 15-16th October, had 3 important objectives: · make up-to-date automation solutions available for banks, to improve business efficiency and customer service, to set up discussion board on new trends in business optimization, to give an opportunity to showcase national or foreign achievements in automation. ONLINET Group during the show presented its latest hardware and software developments in queue management, executive reporting and smartphone applications.

01
09

State-of-the-art banking services in the heart of Africa

Founded in 1996, BAI Angola is today a dynamic bank using the most up-to-date technology, giving special attention to a more efficient and personalized market approach. With 89 branches in Angola, BAI is also present in Portugal by BAI Europa, in Cape Verde by BAI Cabo Verde, S. Tomé e Príncipe, Brazil through partnerships that ensure BAI businesses and in South Africa by a Representative Office.
ONLINET become the official supplier of queue management system at the beginning of the year planning to supply its core products throughout the year in all the branches. The Dashboard system will offer a visual monitoring and reporting system on a national scale.

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01
08

Shopping more – queuing less

Waiting in long queues at the cashier can turn upside-down even the best retail shopping experience. ONLINET has helped TM SUPERMARKETS in Zimbabwe to improve customer experience and satisfaction while waiting at the cashier. TM Supermarkets is part of the retail arm of Meikles Limited. It is one of the leading Food and Grocery retail brand in Zimbabwe according to independent market research. Since its inception in March 1978, TM Supermarket has grown and currently comprises a branch network of 52 stores country wide. The store formats range from convenient small supermarkets to Hypermarkets, with Borrowdale’ and Hyper in Harare and Bulawayo respectively, being the biggest branches.

01
07

Forward-thinking banking in Lebanon

Fransabank Group banking and finance legacy dates back to more than nine decades of excellence supported by its very responsible role in the multi-dimensional development of the economies and communities it serves. The Group has succeeded in establishing, developing and consolidating a competitive edge that earned it a leading position amongst the Lebanese banking community and the countries into which it expanded. Today, Fransabank Group has a consolidated presence in ten countries: Lebanon, France, Algeria, Syria, Sudan, Belarus, Cyprus, Iraq, Libya, UAE (Abu Dhabi) and soon in Africa. The Group also ranks first in terms of local branch network with 116 branches strategically spread all over the country, providing the Lebanese community with all types of banking products and services to satisfy their personal and professional banking wants and needs.

ONLINET supplies its core banking portfolio with queue management system at the heart. Integrated into digital signage system the branches provides a high level of customer services increasing also marketing and sales efficiency.

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01
06

Increasing efficiency in Poland’s second largest bank

Getin Noble Bank is the second biggest bank controlled by Polish capital. The bank is targeting its services at individual clients, small and medium-sized enterprises, local governments and corporations. Retail banking services are represented by the Getin Bank brand that caters for individual clients who expect reliable financial products and simplified procedures. Whereas the Noble Bank brand covers private banking. The bank prides itself on providing services to over 2.2 million clients in over 550 own branches and franchise units, as well as through an extensive network of agencies. ONLINET supplies to Getin Noble Bank on a regular basis queue management system integrated into digital signage solution since 2012.

01
05

Customer service steps into a new dimension

Founded in 1981 in Lebanon, Credit bank has a reputation and experience of over 30 years, becoming one of Lebanon’s leading banks. Incorporated in a time of political turmoil, the founders strongly believed that their country will once become a banking hub again. The bank’s commitment for growth resulted in successful acquisitions in Lebanon, Armenia and Russia.

Devoted to remain a leading financial institution, the bank decided to improve its branches and customer services with ONLINET queue management. One of the most revolutionary elements of the improvements was the Dashboard software, that offers a map based visual information and reporting toolkit for the management. The other was the iBooking smartphone application, which allows the bank’s customer to search for the nearest branch, to book an appointment and also to leave a feedback about their experience.

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01
04

Showcasing banking technology on ABTEC 2014

In its 10th successful year, ABTEC exhibition and conference in Bahrain, convenes the entire banking technology community from across the MENA (Middle East and North Africa) region to meet, network and do business. Featuring an industry-leading conference, a tightly focused trade exhibition and much more, ABTEC is the definitive forum for banking leaders to share insights, address pressing challenges and explore the latest technology innovations. ONLINET Group present with an exhibition stand was showcasing its latest developments in banking customer service technology, including the new Dashboard software, used as a powerful management information tool and the iBooking, a smartphone app, meant to bring a revolution in queue management.

01
03

Clinical standards starts with high quality patient service

Al Zahra Hospital Dubai has been designed and developed to provide premium medical care and comfort with modern equipment and a team of professional doctors. Al Zahra Private Hospital Dubai is commissioned to operate in compliance with Global Accreditation and International Standards. The hospital has a capacity of 187 beds with state-of-the-art facilities.
The queue and patient management system provided recently by ONLINET serves to improve patient services from the very first step after entering the hospital. As the hospital’s focus is on providing personalized service, the queue management is meant to create an environment where this goal can be completely fulfilled.

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Why good service should be complicated?

JYSKE Bank is the third-largest bank in the Danish market and the second-largest bank with Danish owners. Founded in 1967 the bank currently has 108 branches, nearly 4500 employees and more than 200 000 shareholders. In Jyske Bank’s vision it is very important to treat the three most important groups of stakeholders – shareholders, clients and employees – with equal respect. If the balance shifts in favour of one or two of the groups, it will be to the detriment of all the groups in the long term. Respect towards clients, means respecting their most valuable asset: time. To achieve this goal the bank decided to install one of ONLINET’s newest developments the iQ queue management system. A simple, stylish but very efficient partner, in having more satisfied customers.

01
01

Tradition and innovation in the Middle East

Based on 2012 data Société Générale Group is France's third largest bank by total assets and the no. 8 bank in Europe. Société Générale has been ranked as one of the world's most admired companies to work in. As one of the oldest banks in France, founded in 1864, the company is split into three main divisions, Retail Banking and Specialized Financial Services, Corporate and Investment Banking and Global Investment Management and Services.
SGBL, the Lebanese subsidiary of the group has recorded a successful expansion not only in Lebanon, but has acquired majority stake in the two other subsidiaries, located in Jordan and Cyprus. After several years of co-operation in other subsidiaries in Europe and the Middle East, ONLINET become SGBL’s preferred brand for queue management systems.

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02

Esélyegyenlőség az ügyfélszolgálatokon

„Az ONLINET mindig is büszke volt arra, hogy rendszerei és megoldásai megkönnyítik és kényelmesebbé teszik az ügyintézést az ügyfélszolgálatokon. A most elkezdett fejlesztéssel, egy sokszor háttérbe szorított társadalmi csoport, a fogyatékkal élők élethelyzetén szeretnénk, a magunk szerény módján javítani. Célunk, hogy a fogyatékkal élők ne szenvedjenek hátrányos megkülönböztetésben az ügyfélszolgálatokon sem.” – nyilatkozta Marczali Tibor, az ONLINET egyik alapító tulajdonosa, a fogyatékkal élők igényeit kielégítő ügyfélhívó rendszer fejlesztésének megkezdése kapcsán. A pályázat részletei Projekt neve: A fogyatékkal élők igényeit kielégítő ügyfélirányító és tájékoztató rendszer fejlesztése Projekt leírása: Az Onlinet Kft. projektje, a Közép-Magyarországi Operatív Program, Vállalati innováció támogatása pályázat keretén belül, a KMOP-1.1.4-09-2010-0080 számú pályázati forrás felhasználásával az Európai Únió támogatásával, az Európai Regionális Fejlesztési Alap társfinanszírozásával valósul meg. A pályázati projekt célja egy olyan ügyfélhívó rendszer kifejlesztése, amely lehetőséget ad arra, hogy a fogyatékkal élők számára is hasonló körülményeket biztosítson, mint bármilyen más ügyfelek számára a bankfiókokban és az ügyfélszolgálatokon. Kedvezményezett neve és elérhetősége: Onlinet Kft. 1112 Budapest, Budaörsi út 161. Irányító Hatóság neve és elérhetősége: Nemzeti Fejlesztési Ügynökség, 1077 Budapest, Wesselényi u. 20-22. tel.: 06 40 638 638 www.nfu.hu Közreműködő szervezet neve és elérhetősége: MAG – Magyar Gazdaságfejlesztési Központ Zrt. 1539 Budapest Pf.684, Tel.: 06 40 200 617

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