In order to enable Aberdeen Sports Village to provide a fast and efficient service we looked at the busiest part of its Leisure operation “Reception”. Reception is the first point of contact for information, for bookings, for payments and for interaction with customers. Making these processes faster and more efficient, while at the same time ensuring the management information is as detailed as possible was a key factor.
In 2009, Aberdeen Sports Village had a number of objectives to be achieved in order to run a self service booking and payment solution: to ease the strain at peak times on the front desk; to enhance customer experience by fast tracking members’ entry to bookings and activities and reducing queuing time;
to provide customers with a convenient self-service solution that allows them to easily check in for activities and collect tickets, make future bookings or enquiries without staff assistance; to collect customer feedback on service.
XN Leisure and Protouch worked to together to implement an innovative ‘Virtual Receptionist’ kiosk solution that automated the whole booking, ticketing and payment process for Aberdeen Sports Village. The kiosk offers a 19” touch screen, RFID smart Card Reader, receipt and ticket printer and branding while running a booking and on screen payment application that provides fast-track entry and a secure monitoring system using membership cards linked to turnstiles, barriers or doors.
The intuitive design makes it easy for customers to work through the booking process and takes the pressure off reception desk staff that were usually required to do this. Having completed their booking, customers can start enjoying the leisure facilities immediately with their membership card being activated to utilise the access control around the building.