The global market is worth billions and continues to expand rapidly as more and more organisations recognise the benefits of investing in technology that frees up staff time, improves customer experience, cuts queues, reduces operating costs and improves efficiencies.
What does a self-service kiosk do?
A self-service kiosk is an interactive touchscreen device which enables users to complete transactions, as well as access information and services, without assistance from a staff member. While self-service check-outs at supermarkets, shops and fast food outlets have become commonplace, self-service systems are also used to:
- Check-in visitors to a facility or attendees to an event
- Reduce wait times and manage queues more effectively
- Check-in and check-out resources such as library books
- Manage event bookings, registration and ticketing
- Provide customers with useful information about an organisation (e.g., opening hours and service updates)
- Gather customer information for mailing lists or marketing campaigns
- and much, much more.
How do self-service kiosks work?
Self-service systems incorporate a touchscreen computer or tablet linked to purpose-specific software integrated with components such as card readers, printers and cameras. A barcode or RFID (Radio Frequency Identification) scanner is an integral part of the system, enabling data capture for everything from membership cards to tickets and identification documents.
The rapid advancement of the Internet of Things (IoT), artificial intelligence and virtual reality is contributing to increasingly sophisticated and versatile self-service technology.
Benefits of self-service kiosks
There are multiple benefits for organisations that install self-service kiosks, including:
1. Better use of resources
Self-service systems free up staff from routine administrative work so they can spend more time on more complex, business-critical tasks. At a time of widespread skills shortages, technology is helping organisations to make better use of their employees’ time and skill sets.
2. Improved customer experience
Self-service kiosks dramatically reduce waiting times and enable users to access further information about your goods and services without having to stand around until a staff member is free. Customers can also self-manage their account information.
3. Lower operating costs and higher revenue
Serving more people in a shorter period of time and with less staff involvement inevitably lowers operating costs. Kiosks can also upsell or increase awareness of goods and services, for example, promote a new product launch or upcoming event.
4. More efficient, better work environments
By streamlining customer experience and reducing the administrative burden on staff, self-service systems help businesses and organisations become more efficient and productive.
Case study: Library self-service kiosks
Libraries provide an indispensable service within our communities and educational institutions, disseminating knowledge through traditional and digital media as well as providing a hub for events, meetings, study, classes, and self-learning.
Having worked with UK libraries for over 50 years, we at AdvaNova are well aware of the pressure they are under to increase efficiencies and optimise resources. With this in mind, we have developed, installed and maintained self-service kiosks for academic libraries at universities and colleges throughout the UK, including Imperial College London, the University of Liverpool and the University of Nottingham, and for specialist libraries at organisations such as the Institute of Advanced Legal Studies. And, as of 2022, we started working with public libraries.
You can access the case studies here.
Features include:
- Check-in and check-out books and other resources quickly and easily, including multiple items at once, without staff assistance.
- Users can check on their account status: review what items they have on loan, as well as if they have any fines or overdue books to return.
- Membership registration: sign up for a library card.
- Event awareness: promotion of book clubs, author talks, and community programmes.
- Digital media: quick access to ebooks, audiobooks, and streaming services, as well as research and reference resources such as databases and online journals.
- Library information: a handy one-stop, interactive source of useful information about the library, including notices about opening hours, policies, and upcoming events.Additional extras can include printing and copying services, language resources, and personalised book recommendations.
Importantly, the kiosks are fully operational in offline mode, so there is no disruption to staff or users if there is a network failure, and can be configured to suit any library environment.
Installation and Configuration
We have a tried and trusted three-step process to ensure that our systems are delivered on time, on budget and to customer expectations, overseen by specialist in-house engineers. Our process involves:
1. SETUP
We create a detailed plan in collaboration with all stakeholders, so everyone is aware of the project requirements.
2. MANAGE
We ensure all tasks are allocated and completed to the agreed schedule and that stakeholders are regularly updated on progress.
3. REVIEW
We perform regular reviews as well as evaluations at the completion of the project, incorporating customer feedback. This includes a critical review to see if the delivery of systems can be enhanced or streamlined for continuous improvement.
AdvaNova’s self-service kiosks are highly customisable to the needs of any business or organisation.
They are designed and manufactured in the UK in keeping with our commitment to onshoring and sustainability. This creates substantial cost savings for customers as well as access to technologies that are manufactured quickly, with parts sourced more easily and delivered on time.
Support and Maintenance
Our commitment to top-quality ongoing support is one of the key reasons why customers return to us again and again. Whenever they have an issue, we listen, offer expert advice, and find a solution as swiftly as possible, with minimum disruption or downtime.
AdvaNova’s specialist maintenance is designed to prevent failures, lengthen the lifetime of installed equipment, and improve your ROI. Support can be provided on-site by our fully trained in-house engineers or remotely via our customer support help desk.
