Pro-Touch

Tag: Self-service

Multi-Channel Retailing Can Maximise Sales During The Christmas Period

Posted on by Tom Quarry

At this time of year, retailers should be utilising touch screen kiosks solutions to provide a multi-channel shopping experience. With the evident growth in online Christmas shopping, high street retailers have an increased desire to use technology to their advantage.

According to recent research there was a rise of 30% of online orders during the Christmas period in 2011, highlighting the need for retailers to assert their high street presence.  Giving customers access to an in- store retail kiosk allows full browsing and buying potential, which in turn maximises sales and reduces queuing.

Example 1
As an example, a corner shop in Germany has taken an innovative approach to multi-channel retailing, by introducing an all-in-one polytouch touch screen system. This gives customers another means for purchasing foods, toiletries and household items. The idea behind the concept was to create a more personal experience shopping in a small grocery store, in contrast to a large supermarket. Customers are given more control in their decision-making through the expanding number of channels they have to utilise when shopping. With this example, consumers can hand over a personalised shopping list to an assistant, or choose online shopping from the comfort of their own homes, using Smartphones, iPads etc. or using the in-store Wi Fi. If users are passing by during closing hours, they are able to interact with a QR code wall in the shop window, using their Smartphones. With the new polytouch system introduced, there are 5 possible shopping methods to choose from. This live system can link to customers’ pay pal accounts and it also includes a printer so customers are able to print a paper receipt to collect their goods. With all these processes in place, the consumer can have a stress free shopping experience during the festive period.

Example 2
Similarly, a John Lewis store in the UK has launched a new virtual shop window, which attracts passers by to interact via scanning a QR code. This display features a ‘Top List’ that gives users gift ideas that they can browse and also purchase using their Smartphones. The benefit of this innovative solution is that it is 24 hour, so users can interact with the shop outside of opening hours. Multi-channel retailing gives shoppers greater choice and brings convenience to a whole new level.

Example 3
In Europe, the retail industry has incorporated a novel gift card solution. Using self-service kiosks in major shopping centres, shoppers are able to securely buy a gift card with ease and convenience. During the Christmas period, this solution is invaluable, increasing revenue whilst reducing staff costs. With the pressure of Christmas shopping looming, this new gifting system gives consumers an alternative option, an easy, speedy method of purchasing gift cards for people. The concept could be developed with the deployment of kiosks in different locations.

Take a look at the Kiddicare and Matalan case studies, which give examples of how a kiosk can be utilised in store to maximise sales and enhance the customer's shopping experience. 

How Can Self-Service Kiosks Make Travelling Easier?

Posted on by Tom Quarry

As self service technology develops, aspects of travelling are being made a lot simplier and quicker. Self service kiosks have been deployed in many airports around the world to allow passengers to travel with ease, speed and less stress.

Key Example 1
The Post Office has recently signed an agreement to have touch screen kiosks across the UK in over 9,000 sub post offices. Operating under the Post Office brand, the kiosks will consist of two computer screens with a keyboard and touch screen facility. The customer will be able to engage with the kiosk like a digital travel agency, exploring their choices and browsing the latest travel deals in their local Post Office. (BBC news, 2012)

Key Example 2
The use of touch screen kiosks has multiplied across the world in an abundance of airports to assist passengers with the check-in process, making it more efficient and time saving. British Airways have recently launched digital self service kiosks that allow passengers traveling from London City Airport, to print their own luggage tags. Along side touch screen check in facilities, these kiosks add to the ease and freedom of self-service.

Richard Gooding OBE, CEO, London City Airport, stated that they “welcome the launch of this new innovative technology which further strengthens commitment to transferring passengers to their destination with ease and speed.”

According to the 2012 SITA/Air Transport World Passenger Self-Service Survey, the increasing use of kiosk technology to assist travel has received positive feedback from the majority of passengers, as it minimises stress. There has been an increase of people choosing to use the self-service kiosk facilities for check-in on the day, with a total of 77% preferable. Checking in is one of the top three most stressful steps in the process, due to lengthy task of queuing.

Airports can benefit from digital kiosks for a variety of functions.

  • Fast track
  • Booking
  • Information
  • Check in
  • Payment
  • Promotion
  • Internet

The survey highlighted that people would like to see future development in technology that would allow an automated bag drop and self-service boarding. It has been reported that 74% of airlines and 60% of airports aim to introduce the automated bag drop by 2015.

Take a look at the Birmingham International Airport case study as an example of how Protouch can accelerate the every day processes in your airport.

How Can Digital Kiosks Improve Healthcare Services?

Posted on by Tom Quarry

With healthcare in the media limelight and always under scrutiny, there is increasing emphasis on the need to augment services and improve the patient experience. Hospitals are utilising the latest technology to maximise the delivery of local health care. Self-service kiosks are being used to simplify basic services, like registering on arrival and picking up repeat prescriptions.

The NHS Dumfries Infirmary has recently had six digital kiosks installed to assist with the check in process. Patients can automatically check in by swiping their appointment letter over the touch screen. The kiosks allow NHS staff to ensure a streamlined process, by managing this time consuming aspect. With the kiosk technology available in a reception, the issue of privacy is also tackled, as patients do not have to verbalise their details over the desk. Graham Gault, head of IT with NHS Dumfries and Galloway, explained that the kiosks “provide a more streamlined, efficient service for patients.” (BBC, 2012)

Automated kiosks can benefit hospitals with functions such as:

  • Wayfinding
  • Patient check in/check out
  • Patient communication
  • Information points
  • Digital signage
  • Translation

As well as satisfying the patients, the hospitals are also hugely benefitting from the introduction of digital kiosks in the healthcare system. For example, the technology allows for accuracy of data information and reduces the risk of error. Kiosks used in the healthcare industry can also help minimise the amount of paperwork involved with each patient. A report has shown that patients and administrators spend over 110 millions hours a year on paperwork.  Having kiosks reduces wasted time, allowing staff to focus on more important tasks and enabling the patient to come first.

Check out our NHS case study, which explains how Protouch introduced the queue management kiosk in Nottingham University Hospital to reduce waiting time and improve organisation.