Effective Kiosk Deployment

Transcription

1 Effective Kiosk Deployment Kirk Nelson Associate Vice President, OEM Solutions ArcaTech Systems Kevin Detrick ICS President More Demanding Applications Outdoor High-capacity Full payment media ArcaTech Systems 1403 S. Third Street Ext. Mebane, NC USA Phone: Fax: Innovative Control Systems 1349 Jacobsburg Road Wind Gap, PA fax 1,000 deployed 100 transactions/hour Non-technical customer base 2 Critical Success Factors in Kiosk Deployment Unsuccessful Deployment Bad Installs Poor Training Kevin Detrick,ICS Excessive Calls Unhappy Customers Innovative Control Systems 1349 Jacobsburg Road Wind Gap, PA fax 4

2 Order to Delivery (OTD) Sales Process Sets Expectations Successful OTD Process Fewer Support Calls Manage Installation Placement Power Network Provide Necessary Training Verify Proper Operation Improved Uptime Happier Customers 5 6 System Architecture Servicing & Troubleshooting Terminal balances WAN Interact w/ remote servers & support Remote connectivity LAN Interact w/ local database server GUI Highest level layer for user interface diagnostics DeviceInt Abstraction layer. Interact w/ numerous hardware & software. Hardware Separate components NMD50, F100, F400, etc. Touch screen routine servicing interface Cash management journal Terminal & server event logs Online Alerts Knowled ge Base Event Logs Service Screens Error Handling Event Logs Error Codes Diagnostics 7 Configurable alert system Online knowledge base 8

3 Bill Pick-Up Sensor Alert Device Interface: Bill Dispenser There may be a bill jammed in the PS1 sensor located behind the bill cassette. For details on this error, please click the link below: DIRTY SENSOR CAUSES JAM LINK TO DATABASE TRAINING VIDEO DATABASE INCLUDES STEP-BY-STEP SERVICING INSTRUCTIONS 05/06/09 Copyright 2008 Innovative Control Systems, Inc. 9 05/06/09 Copyright 2008 Innovative Control Systems, Inc. 10 Support Department Service Level Agreements Severity Description Initial Response Course of Action ITIL-Based (Information Technology Information Library) Service-level agreements Escalation protocols Root-cause analysis Fact-based Decisions 1 Down site 5 minutes 15 Minutes 2 Critically Impaired 20 minutes 40 minutes 3 Impaired 40 minutes 60 minutes 4 Normal 60 minutes 80 minutes 11 12

4 Updates Detail Screen Escalation Protocol Production & Development Detail Screen Tier 3 Tier 2 Tier 1 Training: Techs and Customers Solution RFS Support Department Metrics What Calls Consume the Most Resources? Design cost of support out of kiosk Product Component Device Issue Reduce Calls By... In-house training procedures Customer training, tools & documentation Software enhancements Production change Design device out of system Auto Sentry MTBF Report Summary Number in Field Number of Incidents Number of Calls Calls Per Incident Call Minutes Minutes per Incident Cost per Unit Bill Dispenser , $12.61 Bill Dispenser Printer USB Printer Serial Motherboard Touch Screen Bill Acceptor , , , , , , Partial report shown. Full report includes a dozen product categories and 15 more column headers (e.g. %Time, MTB Incidents, Labor $, Labor $ per Unit, RMAs Outbound, MTB RMA, RMA Inbound, etc.). $29.31 $6.31 $6.99 $5.99 $4.51 $2.19 System architecture Defined OTD process Fact-based, measurable call center Successful deployment Satisfied customers Minimized total cost of ownership 15 16

5 Questions Auto Sentry, Lube Master and Tunnel Master are registered trademarks of Innovative Control Systems, Inc. Touch N Clean and Wash Valet are trademarks of Innovative Control Systems, Inc. All other company or product names are referenced for identification and may be trademarks of their respective owners. Information in this presentation is subject to change without notice. Companies, names and data used in examples within the presentation are fictitious unless otherwise noted. No part of this presentation may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose without the express written permission of Innovative Control Systems, Inc. This document and the information contained within subject to change without notice. 05/06/09 Copyright 2008 Innovative Control Systems, Inc

6 The Full Kiosk Solution Innovative Control Systems Successful Customer Service Model By Kirk Nelson, Associate Vice President, OEM Solutions, ArcaTech Systems.

7 The Full Kiosk Solution: Innovative Control Systems Successful Customer Service Model When Kevin Detrick launched Innovative Control Systems (ICS) 20 years ago, he had a simple philosophy for his process control and management systems: A superior product is only part of the solution for success. He knew the quality of his company s installation process, infrastructure and after-sale support would be critical to its future. Detrick s service philosophy became even more fundamental to ICS in 1999, when the Wind Gap, Pa.-based company launched its first exterior unattended POS terminal. Known as the Auto Sentry system, ICS s outdoor kiosks provide selfservice automation at carwashes across North America. The sophisticated, highcapacity terminals process multiple payment types: gift cards, fleet cards, credit cards, coupons, banknotes and coins. With more than 1,000 kiosks in the field, ICS has one of the largest kiosk deployments in the country and owns 75 percent of this market segment. Achieving this level of market share didn t happen by chance. When asked about his company s remarkable accomplishments, Detrick points to the ICS service model. We ve captured this much of the market by providing reliable kiosks, packaging them with sophisticated business tools and backing them with exemplary service, he said. Our customers want quality machines, but more than that, they need a company that will be there to support them, day in and day out. While service and support are key in any industry, they are critical in the selfservice field. ICS has a particular challenge, due to the large number of kiosks it has deployed, the complex nature of the machines that must perform in a harsh environment and the fact that most carwash kiosk owners have little or no technical experience. To meet these challenges and exceed customer expectations, ICS has developed over the years a stellar model for service. It covers installation, infrastructure and support, and it begins at the sale of the kiosk and continues throughout the product lifecycle. Installation Ask any member of the ICS team: A successful installation begins long before an order is received. Once a customer commits to purchasing an Auto Sentry system, the ICS sales representative kicks off the order-to-delivery process, which includes site preparation, equipment start-up and customer training. First, the ICS rep reviews with the customer a site preparation checklist, explaining the best placement for a kiosk, as well as the power and network capabilities necessary for optimal operation. ICS won t begin an installation until all conditions are met. While these requirements may cause an initial delay, ICS understands the much larger cost and longer start-up associated with inadequate preparation ArcaTech Systems Page 1 of 4

8 The Full Kiosk Solution: Innovative Control Systems Successful Customer Service Model Once installation begins, ICS manages the process from start to finish, verifying proper functioning of systems and providing the user with all necessary knowledge and documentation for their successful use. Through this instruction, users master the basics of operation and maintenance. ICS has found that going the extra mile with in-depth training improves long-term uptime and reduces service requests from the customer. Infrastructure ICS kiosks are designed and constructed with service and support in mind. The Auto Sentry s architecture and infrastructure give users every advantage in monitoring and maintaining kiosks in the field, helping guarantee their success. When selecting and installing hardware such as bill dispensers or coin hoppers, ICS leverages internal capabilities like on-board error codes and diagnostics. Software is designed with these capabilities in mind. The DeviceInt, the software layer that controls devices, is designed to manage error handling and event logs. (An ArcaTech-designed custom driver is used with DeviceInt.) The graphical user interface includes intuitive service screens that help the owner diagnose and correct problems. A local area network connects all kiosks at a single site, maintaining event logs for each kiosk. Through a wide area network (WAN), ICS has remote access to Auto Sentry kiosks, allowing service specialists to review and diagnose problems from around the world. The WAN also allows users to receive alerts when kiosk problems occur and provides access to ICS s online knowledge base. ICS also partners with key suppliers such as ArcaTech Systems when selecting and integrating kiosk components. Through their partnership, ArcaTech provided a bill dispenser and serves as an expert source of information on the component. This includes everything from hardware documentation to advisory technical expertise for the ICS customer support department. ICS believes that to be an outstanding kiosk provider, it must work with outstanding partners. Partners like ArcaTech Systems allow ICS to provide our customers with the best possible infrastructure and service, said Detrick. After-Sale Support Once a kiosk is deployed, ICS provides sophisticated monitoring capabilities for users and real-time support for any issues that arise. By empowering end users to closely monitor kiosks, ICS reduces the number, frequency and complexity of service requests. Through the DeviceInt, users can 2009 ArcaTech Systems Page 2 of 4

9 The Full Kiosk Solution: Innovative Control Systems Successful Customer Service Model monitor each kiosk device and will be alerted when any component needs service. Potential troubles are flagged weeks before they become serious, giving users or the call center a chance to correct issues before they cause problems. Users also have the opportunity to schedule alerts when potential problems occur. Kiosk owners can arrange for e-alerts to be sent to any party: local technicians, the owner, the ICS customer service center. The includes a brief description of the problem, as well as links to step-by-step repair instructions and a detailed how-to video. When users need additional support to maintain kiosks or correct problems, the ICS customer service call center is available around the clock. The service center adheres to user-focused service-level agreements, providing immediate response on serious problems and delayed responses ranging from five to 30 minutes on less urgent ones. Even general inquiries are answered quickly, with a one-hour response time and action within 80 minutes. Employing best practice ITIL standards, ICS provides three tiers of support. Tier 1 handles routine problems via help screens, engaging Tier 2 support for more challenging situations. Tier 3 technicians act as knowledge-base experts for both Tier 1 and 2 support and provide training and documentation to both in-house and customer trainees on new products, new releases or new operational problems discovered under customer specific conditions. Production, sales and development personnel are also made aware of any design changes or issues, as necessary. When addressing problems, support providers are committed to fact-based decisions. Specialists work to find the root cause of the problem rather than simply addressing a symptom. They also track problems as they occur. Through these closely monitored metrics, ICS knows which components require most service resources. When a component requires an abnormal level of service, ICS: Provides in-house training for technicians, explaining work-arounds and fixes. Provides customer training and tools, as needed. Creates software enhancements to more effectively address problems. Makes production changes as needed, designing a problem device out of the system. ICS is willing to purchase a more expensive, more reliable component as that device will require less service in the future. As a result of these actions, technicians are better equipped to respond to problems, customers are less likely to require technical support, and ICS develops a more reliable kiosk ArcaTech Systems Page 3 of 4

10 The Full Kiosk Solution: Innovative Control Systems Successful Customer Service Model An Uncommon Dedication to Customer Value Kevin Detrick still stands by the value creation philosophy he developed two decades ago. A superior product, paired with an uncommon dedication to customer service, builds customer loyalty and the kind of reputation that attracts new customers as well, he said. At ICS, customer value is behind every decision. A well-designed architecture, a wellmanaged order-to-delivery installation process and a fact-based technical support center lead to successful deployment, satisfied customers and a minimized total cost of kiosk ownership. Customer service is a process, not a one-time event, said Detrick. At ICS, customer service is built into every step of our process. It s a process that keeps ICS customers happy and keeps ICS on top of the field. It s also a model process for any kiosk deployer and an example of what end users should demand from their service providers. Build kiosks with service in mind, provide good installations and deliver responsive after-sale support, said Detrick. A company s ability to do those three simple things will determine its entire level of success. Company contact information Aubrey Meador, Executive Vice President ArcaTech Systems 1403 S. Third Street Ext. Mebane, N.C Phone: Fax: aubreym@arcatechsystems.com 2009 ArcaTech Systems Page 4 of 4