www.dora.com.tr
CUSTOMER FLOW
MANAGEMENT SYSTEM
...ABOUT US...ABOUT US...
Dora Inc., established in 2005, converts life
easing
technologies
including
customer
flow management systems into economical
solutions.
Our main product S-Matik Queuing System is very well
known in the banking technologies world. Industrial,
electronic and software design & development are
implemented in-house and our products are also
manufactured in our factory. After sales support is
also given by our own offices and by subcontractors
throughout Turkey whereas all sales and after sales
activities are managed through distributor channels in
international markets.
We have successfully rolled out our systems in health,
public and telecommunication sectors in national and
international markets. Today, our references exceed
3.000 sites in Turkey and our market share is increasing in
Russia, CIS, Eastern Europe and the Arabian peninsula.
Dora Inc. is certified with ISO 9001:2008 in
production, sales and servicing of queuing
systems. S-Matik products are CE certified.
...WHAT IS S-MATIK?...WHAT
WHAT IS S-MATİK?
S-Matik is a customer flow management system that reduces
actual waiting time, increases service quality, provides input to CRM
systems and allows operators to plan their resources. Typically
banks, telecom operators, hospitals, public administrations and
utility providers drive clear benefits from S-Matik.
• Integration with core banking
• Local and remote operability
• Integration with other queing systems
• Broad product range
• Flexibility in software development
• Branch operational excellence with TCR integration
Software Components
•
Management software
•
Virtual terminal
•
Voice recording software
•
LCD/Plasma TV displaying software
•
Call feature by human voice
Hardware Components
•
Ticketing equipments (kiosk and ticket machines)
•
Displays (main displays, counter displays and
information boards)
•
Desktop terminal
•
Interface
•
Ding dong
.HARDWARE COMPONENTS.
TICKETING EQUIPMENTS
Two types of ticketing equipments can be used: Kiosks and ticket printers. Kiosks include computer hardware and are most commonly preferred by large accounts due to their functionalities and industrial designs. Ticket printers are ideal for small size companies looking for more economical solutions.
TICKET MACHINES
Ticket printers issue tickets with the queue number of the customer and can be used either as free standing in spacious places or as desktop in small size offices. Unlike traditional printers, company logotypes, date and time can also be printed on the ticket. In some applications, card readers are also integrated. Ticket machines can support up to 14 buttons.
KIOSKS
Touchscreens, known as kiosks, are more user-friendly and can be used to issue and print tickets. S-Matik system comes with two kiosk types; I-Box and S-Box.
Common features of kiosks: PC, touchscreen, ticket printer, motorized card reader and operating system. Side bars can be produced in different colours. Carried out on a project basis.
S-Box Kiosk
45.100.04.00101106 - White 45.100.05.00101106 - Grey
C-Box Ticket Machine (Desktop)
22.201.11.00100011 - Grey I-Box Kiosk
45.100.07.00101106 - Grey
C-Box Ticket Machine (Freestanding)
.HARDWARE COMPONENTS.
DISPLAYS
An S-Matik System comprises of 3 display types: Main displays, counter displays and information displays. All S-Matik displays are made of matrix LEDs which allow the displaying of alphanumerical characters and sliding texts unlike conventional seven segment displays. The displays are available in red, green, blue and amber LED colors.
Arlon and Aura series main displays are available in red, amber, green and blue LED colors. Ticket number can be displayed as 3 or 4 digits. Main displays can be cascaded in 2, 3 or 4 rows.
MAIN DISPLAYS
Main displays indicate queue information and forward waiting customers to the assigned counter. Institutions with low transaction volumes usually prefer single row main displays which are generally hung on the wall in front of the waiting area; however it is essential to use multi-row main displays in spacious places or crowded environments.
FEATURES
• Displays numerical characters, letters and symbols. Supports various font types in Windows.
• Ticket number can be displayed as 3 or 4 digits
• Letters and numbers can be combined (e.g. letter and double digit counter number)
• Texts and numbers can be displayed in still or sliding formats
• Motion, sliding and flash effects can be applied
• No loss of image quality at side view
• Various installation options available (ceiling, wall and desktop)
Arina Series Main Display
22.103.02.00101047 Arina 10x48 Matrix Single Row Main Display - Red LED
22.103.02.00101052 Arina 10x48 Matrix Two Rows Main Display - Red LED
22.103.02.00101050 Arina 10x48 Matrix Three Rows Main Display – Red LED
22.103.02.00101051 Arina 10x48 Matrix Four Rows Main Display – Red LED
Aura Series Main Display
22.103.03.00101101 Aura 10x48 Matrix Single Row Main Display – Red LED
22.103.03.00101113 Aura 10x48 Matrix Single Row Main Display – Amber LED
22.103.03.00101118 Aura 10x48 Matrix Single Row Main Display – Blue LED
22.103.03.00101108 Aura 10x48 Matrix Single Row Main Display – Green LED
Arlon Series Main Display
22.103.03.00101048 Arlon 10x48 Matrix Single Row Main Display - Red LED
22.103.02.00101106 Arlon 10x48 Matrix Single Row Main Display - Amber LED
22.103.02.00101111 Arlon 10x48 Matrix Single Row Main Display - Blue LED
.HARDWARE COMPONENTS.
COUNTER DISPLAYS
Counter displays indicate the queue number of the customer being serviced at the relevant counter. One single row counter display is placed at each counter position. The ticket number can be displayed as 3 or 4 digits.
FEATURES
• Displays numerical characters, letters and symbols. Supports various font types in Windows.
• Ticket number can be displayed as 3 or 4 digits.
• Letters and numbers can be combined ( e.g. letter and double digit counter number)
• Texts and numbers can be displayed in still format
• No loss of image quality at side view
• Various installation options available ( ceiling, wall and desktop)
POWER SUPPLY
The power supply converts 220 V AC input to 24 V DC output required by the system components. It powers all S-Matik hardware components except the kiosk and ticket machines.
S-Matik 24V 45.A Power Supply 21.101.01.00000001
Arlon and Aura series counter displays are available in red, amber, green and blue LED colors. Ticket number can be displayed as 3 or 4 digits. Arina Series Counter Display
22.104.02.00101042 Arina 10x40 Matrix Counter Display - Red LED
Arlon Series Counter Display
22.104.03.00101040 Arlon 10x40 Matrix Counter Display - Red LED
22.104.02.00101102 Arlon 10x40 Matrix Counter Display - Amber LED
22.104.02.00101103 Arlon 10x40 Matrix Counter Display – Blue LED
22.104.02.00101101 Arlon 10x40 Matrix Counter Display - Green LED
Aura Series Counter Display
22.104.03.00101101 Aura 10x40 Matrix Counter Display - Red LED
22.104.03.00101104 Aura 10x40 Matrix Counter Display - Amber LED
22.104.03.00101105 Aura 10x40 Matrix Counter Display – Blue LED
.HARDWARE COMPONENTS.
INFORMATION BOARDS
Information boards are bigger in size and ideal for displaying sliding texts such as welcoming messages and notices. Up to 12 alphanumerical characters can be displayed.
FEATURES
• Displays numerical characters, letters and symbols. Supports various font types in Windows.
• Displays up to 12 characters
• Letters and numbers can be combined ( e.g. letter and double digit counter number)
• Texts and numbers can be displayed in still or sliding formats
• Motion, sliding and flash effects can be applied
• No loss of image quality at side view
• Various installation options available (ceiling, wall and desktop)
INTERFACE
S-Matik Interface is the heart of the S-Matik system and links the communication between system hardware and management software. It operates on LAN and WAN, enables remote monitoring (number of customers visiting, transactions times, etc.) of all sites with S-Matik installations and checks number of connected users.
DESKTOP TERMINAL
Desktop terminal is used to call customers from the waiting list or forward them to other services. It supports user based ID codes and enables performance reporting of users.
S-MATİK AT19 Desktop Terminal 22.106.01.00101101
Aura series information boards are available in red, amber, green and blue LED colors.
Arina Series Information Board 22.103.03.00101096
Arina 10x96 Matrix Information Board – Red LED
Aura Series Information Board
22.103.03.00101107 Aura 10x96 Matrix Information Board – Red LED
22.103.03.00101117 Aura 10x96 Matrix Information Board – Orange LED
22.103.03.00101123 Aura 10x96 Matrix Information Board – Blue LED
22.103.03.00101112 Aura 10x96 Matrix Information Board – Green LED
S-MATİK Interface 22.101.01.00101101
.SOFTWARE COMPONENTS.
MANAGEMENT SOFTWARE
S-Matik Management Software manages the entire S-Matik system. All transactions (data) performed in the system are registered in specific fields, converted into information and reported for CRM purposes.
The software has two versions: S-Matik Connect and S-Matik ConnectPlus. The architectures of these versions are described graphically under “MANAGEMENT SOFTWARE ARCHITECTURES” section. Both versions are composed of 4 basic modules:
a. System Configuration
b. Device Management: Used to set-up all S-Matik hardware and virtual terminal
c. Ticket Editor
d. Reporting
The reporting module is built up of 4 categories as follows:
1. Reporting
2. Branch Monitoring
3. HQ Monitoring
4. Branch Setup
1. Reporting
Using the Reporting Module, 13 different types of reports can be retrieved: Average transaction times, average waiting times, total number of customers, number of customers served/not served. These reports can be timely (hour, day, month), category, counter or branch based. Moreover; sub transactions, ticket details, login and logouts per counters and users can be reported.
.SOFTWARE COMPONENTS.
Detailed Info About Tickets
This window is used to display details of a selected ticket: Ticket no., category, ticket issue time, database level, call time, end time and number of customers not served. • Ticket No.: Number of the ticket taken by customer • Category: Name of category from which ticket was taken • Issue Time: Time ticket is issued
• DB Level: VIP level of customer (in case of card reader application)
• Call Time: Calling time of customer from the counter (transaction starts)
• End Time: Ending of serving time of customer (transaction ends)
• Counter No.: Number of counter from which the customer is called
Below is a screenshot:
3. HQ Monitoring
This report is used to monitor the performance parameters of all branches in a unique table. The listed parameters are: Branch name, active counters, number of waiting customers, average and maximum transaction and waiting times, number of total/served/unserved customers and last reset time.
2. Branch Monitoring
Under this tab, detailed branch information can be monitored online. There are 2 tabs with 3 sections as explained below:
Statistics By Categories
In this section, you can view online monitoring information about categories including:
• Category • Ticket Number • Last Called Customer
• Number of Waiting Customers • Average Transaction Time • Average Waiting Time • Maximum Waiting Time • Number of Customers Served
• Number of Customers Above Targeted Waiting Time • Counter Number • User • User Priority • Priority • Category • Ticket Number
Terminal Ticket Dispenser* VTHttp** Terminal Integrator Reporter Corporate System
Integration CRM-SegmentationIntegration
Terminal S-MATiK TV S-MATiK Voice S-MATiK Record Reporter Manager VipCon Manager (Client) User Management SQL Database HQ Database Replicator Terminal Reporter Corporate System
Integration CRM-SegmentationIntegration
Terminal S-MATiK TV S-MATiK Voice S-MATiK Record Manager Database VipCon Admin Messenger BRANCH System Editor CENTER SQL Database
•Branch and user definitions from HQ •Assigment of the defined user to the branch by defining the priority
Category Based Under/Above Limit Mailing (Waiting time/# of waiting customers) Ticket Dispenser* VTHttp** Terminal Integrator
.SOFTWARE COMPONENTS.
S-MATİK CONNECT
This software is installed in a PC in the branch and runs locally. The reports are generated locally and replicated to headquarter.
S-MATİK
CONNECTPLUS
In this architecture, the core of the
management software application runs in the branch and some functions are managed remotely as follows:
• System Editor: Branches and users are defined in this window and users are assigned to branches by headquarter. Priorities are also set in this screen. • Admin Messenger: Lower and upper limits for customer numbers and service time periods of branches and categories are defined in this window. In case limits are exceeded, designated users are sent e-mails.
Figure-1 :
S-Matik Connect Architecture
* Interactive kiosk interface application. The application allows displaying of videos, images and texts on the screen which are designed for specific customers. ** Is the structure which links the communcation between corporate application and S-Matik system in case terminal functions are integrated into corporate applications.
Figure-2: S-Matik ConnectPlus Architecture
MANAGEMENT SOFTWARE ARCHITECTURES
22.100.01.00100000
S-Matik Connect Management Software
22.100.01.00100001
.SOFTWARE COMPONENTS.
S-MATİK VOICE
S-Matik Voice is a call feature by human voice. The voice samples and customer direction statements are prepared in the requested language. Voice direction can be executed in dual languages simultaneously.
S-MATİK TV
S-Matik TV is a solution used to carry queuing information generated within the S-Matik system to external devices such as a plasma/LCD TV.
The output device screen is divided into 3 areas:
Area-1: Queuing information
Area-2: Video field
Area-3: Sliding messages
S-Matik TV software is used together with S-Matik TV interface.
22.101.02.00101101 S-MATİK TV / S-MATİK Voice Interface
22.101.02.00101101 S-MATİK TV Software
S-MATİK RECORD
S-Matik Record is a voice recording software that enables the recording, reporting and back-up of dialogues during transactions at the counters.
S-Matik Record is made of 4 main modules: • Recorder Server
• Voice Record Control • Reporter&Viewer • Back-up Tool
22.101.04.00101101 S-MATİK Record Interface
22.100.02.00101102 S-MATİK Record Software
Recorder Server
• When a customer is called, the relevant microphone is turned on and voice recording is started. The recording continues until the next customer is called or the terminal is turned off automatically.
• Controls “start” and “end” commands • Records voice files by zipping them
• Is used to set-up record and microphone parameters
Voice Record Control
When a customer is called from a counter, recording starts and the relevant counter is marked with a red square on the screen. It sends “start” and “end” commands to the Recorder Server.
Reporter & Viewer
• List the records
• Sort the records according to date and time intervals and play them back
• Report the records
Back-up Tool
Backs-up and deletes records and sends back-up information by e-mail.
VIRTUAL TERMINAL
Virtual terminal is a software interface used to perform exactly the same functions as a desktop terminal does. It is installed in the PC at the teller position. In most advanced applications, it is embedded into core banking software.
22.106.01.00101102
www.dora.com.tr
DORA TEKNOLOJİK BİLGİSAYAR ÜRÜNLERİ ENDÜSTRİ A.Ş.
Factory İstanbul Office
This document is for general guidance only and when required Dora A.Ş. is pleased to give detailed specififcations of its products in this document. As our products and services are under continuous development, we recommend our customers to check that the information contained herein is up to date. Although special care has been taken while preparing this document, Dora A.Ş. neither takes any responsibility for typographic errors nor is liable for damages which might arise from the use of information contained herein. This document is not part of a contract or licence. Dora and S-Matik are registered trademarks of Dora A.Ş. 2011
