Arcotect Limited

CSL Partners with ArcotectTM to Implement
An Innovative Queuing System
Providing Privileged and Personalized Services for its Customers

As a leading player in the telecommunications industry in Hong Kong, CSL always strives to offer better services to its customers. At the CSL Shop located at the Century Square in Central, customers no longer have to guess when their turn for service will be. Upon arrival at the CSL shop, customers will be served by a Customer Service Representative (CSR) who jots down services required and enters the customer's information into Compaq's iPaq Pocket PC. When it comes to that customer's turn, the CSR will approach and direct him/her to the service counter. Likewise, the receptionist has been notified, through the system, of the services required by the customer in advance, so that relevant procedures will be carried out accordingly. Customers receive very warm and personalized services they have never felt ever.

A Customer Service Representative would help customer to register information.

Customers just walk in the CSL shop and get served. They no longer need to sit endlessly for the opportunity to raise their needs to the CSR, customers are now really "Being Served"! With a peace of mind, the personalized service allows customers to look around the shop and explore more of CSL's new products and services while waiting to be served.

Components of CSL's Queuing System

ArcotectTM designed the data flow among various systems, developed applications enabling the workflow to run smoothly, and sourced hardware to ensure all components work well with the software applications.

Data flow among the systems synchronizes with CSL's workflow in order to achieve efficient and quality customer services.

Mechanism of the workflow is as follows:
1. Data of the customer (name, required services, appearance description, mobile phone number, etc.) input onto Compaq iPaq will be transferred to the system database through wireless network for queuing.
2. CSR keeps track of queuing status and notifies the registered customer in person when any service counter is available.
3. Service counter receives customer information, namely required services, names, etc. and serves the customer with warm & personalized greetings.

To run the workflow smoothly, ArcotectTM developed applications for various functionalities:
1. Compaq iPaq: user interface, log-on for access control, customer registration, waiting time estimation for customer, alert message when service counter is available, checking of customer status.
2. Desktop at Service Counter: counter availability (service start/end), "next" button (activating alert message sent to CSR, next customer's data downloaded to service counter).
3. Server: support multi-queues, schedule and assign queue to available service counter, alert message sent to Compaq iPaq when counter is available, analysis reports on waiting time, serving time and service type, number of lost ticket/customer, etc for statistic purpose.

Continuously riding on advanced technology to provide innovative and quality services for customers has been CSL's philosophy, and the implementation of the Queuing System has further realized CSL's promise to "Create a Simple Life".

Customer Comment on Arcotect's Service

Following the completion of the Queuing System at CSL Shop in Central, Ms Marisa Kwok, CSL's Director of Marketing and Operations appreciated Arcotect's dedicated services and professionalism, "With no doubt the Queuing System helps to further reinforce our commitment in providing supreme and revolutionary customer services to our invaluable customers."

CSL is a pioneer in the mobile communications market in Hong Kong. Combining technical and engineering excellence with an in-depth understanding of the mobile market, it translates leading-edge technologies into customer-focused solutions that meet the needs of different market segments.

The Company is acknowledged as the first in Hong Kong to employ a distinctive market segmentation strategy by marketing its services through its three mobile brands: 1010, One2Free, and "1+1" Communications. Quality, innovation and value are the commitments delivered to all mobile customers through these three brands.

The Company launched its mobile services early in 1983 and today operates a world-class GSM/Dual Band network and a TDMA mobile network. CSL also offers comprehensive pre-paid mobile services and international roaming services with the widest coverage in more than 170 destinations in the world.

The Company became the world's first operator to introduce High Speed Circuit Switched Data (HSCSD) service in May 2000, and, in November 2000, it launched the first commercial General Packet Radio Service (GPRS) in Hong Kong.

CSL was chosen "Best Asian GSM Operator" in the 2001 Telecom Asia Readers' Choice Awards, an honor the Company has won three of the last four years.