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Case Study

Robert Dyas

Protouch And Robert Dyas Work Together To Create A Network Of Interactive Product Information Kiosks

Context

Robert Dyas are one of the UK’s busiest and most profitable hardware stores, with 98 high street stores and 1200 employees. As part of a multi million pound overhaul of its retail and online activity, Robert Dyas approached Protouch to provide an integrated customer information and self service infrastructure.

Protouch Kiosks were selected to provide a stylish, branded and highly functional technological solution which allows customers to browse Robert Dyas’s extensive product range and to save time at the checkouts.

Assignment

Robert Dyas required the following from their kiosk infrastructure:

  • An interactive system that would allow customers to browse the enormous Robert Dyas product range, which
    comprises over 5,000 items ranging from kitchen ware to electrical household devices to soft furnishings.
  • A kiosk infrastructure which could produce a high quality A4 printout of specifications for their desired products. The printout contains a bar code for fast track till transactions.
  • A self service system that would reduce waiting time and give store visitors an improved customer journey.
  • Kiosks with modest footprints for an optimised floor space. The Protouch team undertook extensive research involving an extended consultation with the Robert Dyas management team and numerous store visits, before proposing their kiosk solution.

The Protouch team undertook extensive research involving an extended consultation with the Robert Dyas management team and numerous store visits, before proposing their kiosk solution.


Solution

Protouch’s proposed solution utilised the Xen X6 retail kiosk – an award winning self service product which was equipped with a 19” touchscreen, heavy duty aluminium keyboard and mouse and high quality A4 printer. The kiosks were carefully branded to ensure that they became an integral part of the store’s identity. Beginning in August 2009, the Protouch Kiosks were deployed to the 35 busiest Robert Dyas stores. The Xen X6 units were placed in prime locations within the retail spaces to ensure maximum visibility and usability.

Outcomes Achieved

Robert Dyas quickly reported very high customer usage figures, and found that customer demand for the kiosks immediately exceeded their expectations. It was calculated that the very first kiosk which was installed in Robert Dyas’s Maidenhead store, achieved a 100% return on investment within its first full week in store. Each of the 35 Robert Dyas retail outlets which are equipped with a Protouch self service infrastructure have benefited from a significant sales uplift, and an increase in transactions on Robert Dyas’s website since 2009 have also in part been attributed to the presence of information kiosks in store. The Protouch kiosks provide in store customers with an introduction to the Robert Dyas internet portal, and an invitation to make purchases online for home delivery.