August 01, 2007
Dave and Busters Loyalty Card
New case study on Loyalty Card kiosks
Dave & Busterís Power Gaming Card Kiosks
Objective: With 40 Ė 50% of Dave and Busterís revenue coming from the amusement and gaming portion of their locations, it is a central focus for both profitability and customer service initiatives. In 2006, the company began evaluating self-service automation of gaming card sales within their 48 stores. While most of Dave and Busterís bar and restaurant staff overhead is fairly low due to incremental tips, the front desk staff who managed the Power Card sales were at a significantly higher pay scale. In order to realize an attractive ROI, the kiosk initiative would have to eliminate the personal attendants required for the function and replace the dated Micros workstation terminals they operated. Equally important, Dave and Busters sought the line-busting benefit and self-service control options to improve the customerís experience in their locations.
When considering kiosk hardware design, Dave and Busters set out to create kiosks that complemented the interior of their stores and reinforced their corporate branding. They required a countertop unit that would replace their Micros stations within their existing Power Station infrastructure, and stand alone units that could be placed throughout the stores. Functions included re-charging existing gaming cards; dispensing new cards with stored values, cash and credit card acceptance, change dispensing.
Solution: For their custom software solution, Dave & Busters partnered with St. Clair Interactive, leveraging rapidly deployable Application Software Templates, Remote Management and Content Tools. Their primary application functions of selling, dispensing, checking and re-charging power cards were laid out for customers in a fast and easy user interface, increasing customer adoption of the self-service initiative. St. Clair incorporated extensive back-end /product line management functionality and flexibility, and sophisticated remote monitoring tools for measuring kiosk activity and transaction counts. Simultaneously, they facilitated the upgrade of their gaming platform to the MARS system.
With custom hardware requirements, they turned to KIOSK Information systems for solution design, integration, and volume manufacturing. With 200 kiosks successfully deployed, Dave and Busters has automated 98% of their 48 stores, putting them solidly on track to their deployment goal of $1M in annual labor savings.
Unique hardware elements included:
Power Card dispenser
Credit card reader
Bill acceptor / dispenser
Posted by keefner at 12:18 PM
May 10, 2007
Case Study Now Available
New case studies now available from KIOSK.
New case studies include:
Posted by keefner at 12:29 PM
April 13, 2007
Alamo Car Rental Check-In Kiosks
Alamo Launches new ad campaign for check-in kiosks
New advertising campaign by Alamo promoting kiosk usage. Alamo use a beaver and a buffalo in ads for the rent-a-car company. Not unlike Frontier Airlines (animals work better than people). In the 30-second spots, Al the beaver teaches his timid buffalo friend Mo to "fight the herd instinct" by choosing Alamoís self-service kiosk instead of standing in line at the checkout counter. We think the second one with the guy inside the kiosk is the funnier of the two but we are partial to inside of kiosk.
Fight The Herd
Posted by keefner at 01:56 PM
November 19, 2004
Line Busting DMV kiosks
Save time, customer frustration with kiosks [reprinted from Kioskmarketplace]
Save time, customer frustration with kiosks
BY Lisa Kerner, Kioskmarketplace.com contributing editor 18 Nov 2004
No one likes waiting in line, whether itís to buy concert tickets, order lunch or pay for assorted items from the local discount store. Retailers know that long lines donít necessarily mean business is booming. They could signal trouble. Are customers waiting because there are too few store employees? Or, are the employees poorly trained?
Long lines arenít a good thing if customers leave the store frustrated or worse yet leave the store ó and their intended purchases ó behind. To keep lines short and customers happy, retailers look to line-busting technology.
Line busting is a means of speeding up transactions at the check out. Some stores use handheld devices to assist in line busting, but kiosks are gaining popularity. Thatís because kiosks are ideal for transactions that can be automated, from selling stamps to hotel check-in ó and because customers are willing to try kiosks, due to their familiarity with them in other areas; customers frequently use kiosks in routine banking and at airport check-in.
Kiosks are at home in retail environments. C-stores use them for made-to-order food service in conjunction with pay-at-the-pump technology. Department stores use them to simplify the tedious job of gift registry. Even home improvement stores use kiosks to help customers choose the right products.
Line busting benefits
The Nevada Department of Transportation uses kiosks for self-service license renewals, shortening wait time from one hour down to 15 minutes, reported Karla Guarino, marketing director for KIOSK InformationSystems. As in this example, a line-busting kiosk often serves as form, pen and clerk.
According to Guarino, lines at the Nevada DOT are reduced by as much as 30 percent, and have led to improved customer service. This can be attributed to the fact that while kiosks shorten lines, they also offer a consistent customer experience. A kiosk is never in a bad mood and, in retail environments, it doesnít forget to suggest additional merchandise. Guarino added that kiosks often lead to significant increases in new product and promotional item sales.
Order accuracy is also greatly increased with a kiosk. After all, customers placing their own orders have only themselves to blame if the orders are incorrect. Kiosks overcome language barriers by operating in multiple languages and reward customer loyalty with built-in card readers.
Time for customer service
Kiosks free store employees from routine tasks, allowing them to spend more time serving customers. And kiosks sell large and small items. One furniture store uses kiosks for financing pre-approval. Its customers know exactly how much they are spending before meeting with a salesperson. The customers are saved any potentially embarrassing credit questions, and the salespeople show customers only furniture they can afford.
Smaller ticket items, such as prepaid wireless phone cards, are easily handled ó as are services such as check cashing and bill payment. Such services are rapidly moving to self-service in markets such as the grocery and C-stores. Even DVD rentals are becoming self-serve, thanks to kiosks.
Posted by keefner at 07:13 AM
November 11, 2004
DMV License Renewal Kiosks
IN THE NEWS: Nevada DMV and JCM American Work Together to Make the DMV Experience More Customer-Friendly, Convenient Statewide
New Self-Service Kiosk Accepts Cash, Credit/Debit Cards, Reduces Wait Times; Successful Test Leads to 14 Permanent Stations Across Nevada
LAS VEGAS, June 9 /PRNewswire/ -- Convenient, fast, easy -- three words that motorists will soon be using more often to describe their experience at the Nevada Department of Motor Vehicles (DMV), thanks to new self-service kiosks that are now in use across the Silver State. The kiosks, the result of a collaboration between the Nevada DMV and JCM American (JCM), successfully completed an extensive pilot program at the DMV's Carey location in Las Vegas and 14 kiosk are now available to motorists at nine locations across the state for daily use.
The kiosks are the first of their kind in Nevada, and are the first in the nation to accept cash.
The new kiosks officially made their debut at a June 3 ceremony in the Henderson office. On hand for the occasion were numerous DMV officials, including Ginny Lewis, Director of Nevada DMV. The kiosks are now installed and available for public use in southern Nevada at the Henderson, Flamingo, Sahara, Carey and Donovan Express locations; and in northern Nevada at the Carson City, Galletti, Reno Express and Sparks Express offices.
Officials at the DMV selected leading currency solutions provider JCM to devise a way for motorists to self-register, using cash or credit/debit cards. The result is the DMV self-service kiosk, which can process the average cash transaction in under two minutes; the average credit/debit card transaction is under one minute. Upon completion of a transaction, a renewal decal is dispensed from the kiosk along with a registration certificate.
"The idea is so simple, yet its effects are dramatic," said JCM Vice President Tom Nugent. "Nearly half a million people were already paying in cash at the DMV, but were waiting in line to process their registration. The self-service kiosk eliminates the wait time and allows motorists to come in, complete their transactions and not spend time waiting in line. Of course, the residual effect is shorter wait times, which means everyone's experience at the DMV is better. It's a win-win situation all around."
Currently, the kiosk processes vehicle registration renewals. The DMV will be adding late registration renewals, driver's license renewals, insurance reinstatements, ordering of specialty license plates and check acceptance in the future.
JCM American Corporation is the industry leader in currency handling equipment. From its international headquarters in Osaka, Japan and subsidiaries in Hong Kong and Germany to its United States headquarters in Las Vegas, JCM's progressive spirit continues to set world-wide industry standards with innovative products such as the World Bill Acceptor (WBA). JCM provides its products, software and services to the gaming, banking, amusement, vending and petroleum industries. For more information, visit www.jcm-american.com.
Source: JCM American Corporation
Posted by keefner at 12:22 PM
DMV Self-Service Kiosks
IN THE NEWS: DMV electronic kiosks coming to town
April 30, 2004
The Department of Motor Vehicles' electronic "kiosk" in Las Vegas has been so successful, officials are installing 14 of them statewide, including in Carson City.
The kiosks are electronic stations designed to let people with simple tasks like a registration renewal avoid waiting for a DMV employee to help them. Instead, people can take care of their registration - even paying in cash - without waiting in line.
DMV Director Ginny Lewis said one experimental kiosk in Las Vegas is now handling more than 1,000 customers a month with transaction times as low as two minutes.
She received legislative permission Thursday to put up 14 kiosks. And while many of them will be in Las Vegas where the busiest DMV offices are, Reno will receive four and Carson City one.
Lewis also told the Interim Finance Committee that the DMV is expanding the services available at a kiosk to driver's license renewals and other services.
"The goal has been, how much can we get away from the technicians for simple transactions?" she said.
Of the 28,000 transactions at the Las Vegas office in March, 1,000 were handled by the kiosk.
She also received permission to use another $820,000 in highway fund money to pay credit card fees, which she said are becoming a very popular method of payment at the DMV. Their use is up 34 percent this year alone. The problem is, there is no mechanism in Nevada law to pass the fees on when customers use Visa, Mastercard and Discovery cards.
Lewis said the fees will hit nearly $3 million this year, but pointed out allowing the cards for payment is saving the state much more than that since many of those transactions are on the Internet or at the kiosk. She said the same number of DMV transactions were processed online this past year as a full-sized metropolitan office would have handled. The cost of operations at one of those offices alone, she said, would have exceeded $6 million.
Ways and Means Chairman Assemblyman Morse Arberry, D-Las Vegas, questioned whether it is reasonable for the state to continue absorbing the credit fees.
Lewis said she shares that concern and plans to ask lawmakers in 2005 for guidance. She said options could include asking customers to pay part of the cost to sharing it with local governments, which receive the vast majority of the revenue generated by vehicle registrations.
KIOSK InformationSystems designs and manufactures touch screen, self-service kiosk solutions for retail, human resources, employee benefits, CRM, Wi-Fi, loyalty, gaming and many more self-service applications. With more than 28 standard kiosk models, custom models, turnkey vending units such as public internet terminals and photo kiosks, KIOSK has the largest self-service product and services line from which to choose.
Founded in 1993, KIOSK InformationSystems has more than 100 years of combined experience and is ISO 9001 and UL-listed certified. Retail kiosks, human resource and self-service solutions are a core competency. Major clients include Wal-Mart, U.S. Postal Service, McDonalds, Pepsi, the U.S. Government and Disney. For information about KIOSK products and services please visit www.kis-kiosk.com/digital, call KIOSK at 303-466-5471 or email email@example.com.
Posted by keefner at 12:13 PM