Keeping your Self-Service Systems Running: Kiosk Remote Management Demystified

Transcription

1 Keeping your Self-Service Systems Running: Kiosk Remote Management Demystified Robert Ventresca Netkey Inc. 1

2 Agenda About Netkey Why Remote Management? Don t Let This Happen To Your Kiosk! The Self-Service Workflow The Components of Kiosk Remote Management Summary Q & A 2

3 About Netkey Recognized leading provider of enterprise-class applications and management software for self-service kiosks and digital signage Industry standard: Over 70,000 kiosks and screens across 400+ clients 25 of Top 100 Retailers (STORES Magazine) 16 of Top 100 Banks and Credit Unions 16 of Top 100 Brands (BusinessWeek) Leading Digital OOH ad network: 5,600 screens Over 1 million people view digital signs powered by Netkey each day, and over 3 million people conduct transactions on self-service kiosks powered by Netkey each week Holder of 3 patents core to kiosk software technology Expo Hall Booth #801 3

4 Netkey Customers 4

5 Why Remote Management? A dead kiosk equals a loss of revenue. If a project has one kiosk or 10,000 kiosks there is a need for management. I simply can t think of a reason not to have it. Francie Mendelsohn, Summit Research Associates Customer Satisfaction Sales and Marketing Execution Customer Confidence Brand Dissatisfaction IT Workload 5

6 Don t Let This Happen To Your Kiosk! 6

7 Don t Let This Happen To Your Kiosk! 7

8 Don t Let This Happen To Your Kiosk! 8

9 Don t Let This Happen To Your Kiosk! 9

10 Don t Let This Happen To Your Kiosk! 10

11 Don t Let This Happen To Your Kiosk! 11

12 Don t Let This Happen To Your Kiosk! 12

13 Don t Let This Happen To Your Sign! 13

14 Remote Management Device is down if user can t execute intended function of kiosk. Kiosk unplugged Printer out of paper Dialog box/system message stops user activity Out of date content or components Application or OS crash Broken peripheral (bar code scanner, etc.) And many more issues Remote management provides visibility into kiosk problems. 14

15 The Self-Service Management Workflow Business Owner IT Owner Apps & Data Design Secure Optimize Deploy/ Disseminate Kiosks Analyze Analyze Monitor POS Terminals Handhelds Digital Signs Manage 15

16 Remote Management Capabilities Business Owner IT Owner Apps & Data Design Secure Remote Content Deployment Optimize Deploy/ Disseminate Kiosks Remote Diagnosis Analyze Analyze Monitor Remote Data Collection POS Terminals Digital Signs Handhelds Remote Recovery Manage 16

17 Remote Management Configuration Administrative Desktop or Portal Management Server Devices Data Content Alerts Business Access Content Commands Pings Events Statistics Properties 17

18 Remote Monitoring Real-time, at-aglance view of device and application operational status Accurate problem alert with and pager notification functions Remote diagnosis and repair of devices and applications Alerting Kiosk Uptime Remote Reboot Peripheral Status 18

19 Remote Monitoring Observation On average, 20% of all devices are simultaneously experiencing varieties of issues Time to Detect Time to Repair Total Downtime Without Monitoring 3 to 7 days ** 1 to 3 days 4 to 10 days With Monitoring 0 to 1 day 0 to 1 day 0 to 2 days ** usually longer when there are other healthy devices present 19

20 Remote Monitoring 20

21 Content Considerations Some if not all kiosk application content may reside locally on the kiosk Attract loops Menu and navigation screens Localized information: branding, product information, pricing, etc. Rich media: video, audio, animations Schedule updates of the application and interface in response to: New or expanded product offerings Enhanced advertising opportunities Geographic preferences Changing market conditions Manage content process via single administration screen and centralized database. Automate the delivery of new content to one, or thousands of devices. 21

22 Content Management Capabilities Management Download Schedule Effective Schedule Repository Versioning with effective dates Distribution Compression Delta-Byte detection Bandwidth limiting Peer to Peer sharing 22

23 Content Management Capabilities 23

24 Content Management Process 1. Configure Interface & Security 2. Upload Interface & Security Existing or New Applications and Content Self-Service Devices << Decem ber 2000 >> << Sun Mon Decem Tue ber Wed 2000Thu Fri >> Sat Sun Mon Tue Wed Thu Fri 1 Sat Profile 3. Deploy Schedule Interface & Security deployments Schedule Group 24

25 Smart Content Management: Peer-to-Peer Web Application Server Master Agent Agent Framework 4. No. I am getting it from Manager. Ask me later Store or Enterprise Server 3. Do you have mothersday.avi? Agent Framework 1. Do you have mothersday.avi? 2. No, ask others Agent Framework 25

26 Reporting Improve management of self-service network Report on status and success of program Learn more about your customers (usage, preferences) Enhance multi-channel marketing and self-service delivery strategies Make informed business decisions; track revenue and ROI 26

27 Reporting: Example Reports Top 50 URLs Accessed Average Time per User Average Usage/Users per Day Time and Length of Interaction Total URL Clicks Total Usage Total Users Usage Summary Users per URL Transactions Ad & Content Rotation Custom Reports 27

28 Sample Report: Usage by Function 28

29 Sample Report: Kiosk Transactions 29

30 Other Considerations Application Design Ability to capture user activity Separate management and the application Security Defense against the operating system and other programs Remotely update security policies Remotely apply system patches and update virus definition files Scalability Ensure devices are good citizens on the network Multiple Projects/Growth Project success Device proliferation (Digital Signage and POS) Architecture Lightweight Agents Network topology agnostic Licensed or SaaS? 30

31 Summary 31

32 Thank You! Visit Netkey in the Exhibit Hall at booth #