It was always the case that when you visited your local doctor you have to sit and fill out a stack of forms before you get into the doctors office. And if you are only arriving with a few minutes to spare, you doctors appointment would be later than originally booked leaving you late for the rest of your day.

And if you are needing to visit several doctors over the course of one day across different medical areas, then the process could be repeated each time which can make the doctors more of a chore and stressful situation than it already is.

In most cases, the filling out of medical forms is more time consuming than anything else and far exceeds the time spent talking with a doctor or health professional.

It is also a long and drawn out process for the doctor and can prove costly, as once the patient has left the administrative staff have to sit down and log all the information into the computer which can sometimes result in incorrect information being included in the patients file.

Nowadays kiosks are quickly becoming a convenient solution to the problem.

“When people are coming in for an appointment, generally the last thing they want to do is stand in line at the window waiting to announce themselves,” said Robert Giblett, vice president, channel sales, at Aberdeen N.C based Meridian Kiosks, a kiosk solutions provider. “There is a higher level of customer satisfaction if they use a kiosk.”

If you look at the reality of running a doctors surgery and the amount of patients that come in and out every day, you can begin to weigh up how much paperwork there is to file and log in every day. This process can take up staff members time when they could be doing other important things that may often get left on the back burner until their time is freed up.

With a kiosk system, staff time dealing with administration is greatly reduced and the cost of paying extra staff to do the admin work is no longer needed.

However, a kiosk system is just about a cost effective solution.

“Way-finding is a fairly simple application, but a very popular one,” said Jared Rhoads, senior research analyst with Falls Church, Va based CSC, a global provider of technology abled business solutions and services.

“Patients walk into a big medical centre and they have no idea where to go,” Rhoads said. “Using the kiosk, they can type in the name of the person they are to see, and it will print out a map for them.”

Combine patient check-in and wayfinding kiosks and you can reduce costs, waiting time and stress for patients who already find coming to the doctors a struggle anyway.

And to make sure that the patient is who they say they are, they could be required to swipe their driving licence or special hospital ID which can cover security issues too.

For more information about self service kiosksand how they can benefit your business visit Protouch today.

When installing a kiosk system there are many things that you need to do to ensure that you get a return on investment. However, there are still many people who fail to follow basic rules when planning their kiosk project which leaves them out of pocket and with an unwanted and useful kiosk stuck in the storage cupboard.

To give you a few pin pointers here are five helpful tips to take you in the right direction

Offer customer a valuable experience

Think of why your customer would invest their time and effort into learning how to use a kiosk? Will the services you provide boost their overall customer experience and will they be able to access more information and services about the products and services you offer?

A kiosk is about improving a customer’s experience in your business. Airline check-in kiosks have been a massive success because they accommodate to the customers needs and reduce queueing time, which is what customers want. Even people who don’t use them appreciate that they reduce queue time so they are a winner all round.

Make the process fast

You may have a good looking kiosk and offer lots of advice and information for your customers but making the process long winded can be a problem and a bit of a bore for your customer. They may lose interest in what they set out to do and they won’t come back to use your kiosk again. Make sure you keep the transaction process simple. Just a few steps and a few touches of a button for them to get the answer or information they want.

Help customers out

Some customers will be slightly nervous about using kiosk systems and won’t know where to start. It is a good idea to keep staff handy to help customers who are struggling to use the kiosk. Kiosks are there to also free your staff time but it is important that you don’t desert the kiosk leaving customers to struggle.

Deploy it in the right place

The location of the kiosk has a lot to do with its success. Make sure it is seen as soon as your customers enter the store and put it in an accessible location so people can get to it as and when they please. Stuffed in a corner will do no one any favours.

Test out your kiosk

Don’t just assume that deploying the kiosk will bring you business straight away. You have to test it, trial it, improve it and make sure that your customers are happy with the kiosk system. Because you have worked on it for so long you will know it inside and out and where everything is, but your customers will not. Get a fresh approach on the kiosk system to see what your customers think of it and whether it will benefit your business and what grey areas you need to improve.

Improving your brand and your loyalty to the customer is more important than ever as today’s consumers cope with tighter budgets, busier lifestyles and – in most cases – shorter attention spans.

Kiosk systems, smart phones and social media tools have dramatically boosted brand loyalty if used correctly.

With many technology devices out there, it is hard to decide which one is the best method for you and your business.

So which communication channels work best to entice consumers and keep them coming back for more?

A recent study conducted by New York-based BuzzBack Market Research found that most North American shoppers prefer retailers that enable them to shop consistently across a multitude of channels, such as kiosks, smart phones and social media tools.

More than 80 per cent of surveygoers said that they want more control over where, when and how they interact with retailers, whether it be through Facebook, iPhones or in-store kiosks.

“Consumers are time-starved, value-driven, digitally enabled and frustrated by inconsistent shopping experiences across channels,” said Mike Webster, senior vice president and general manager of retail and hospitality business for NCR Corp, who commissioned the study. “Retailers must deliver more personalised, unified reactions whether their customers are on the Web, in the store or using their mobile device. For retailers to respond to this new ear of converged retailing, they require solutions that bring these channels together.”

The detailed study on consumer behaviours focused on how consumers use self-service, social media and other technology to shop and in response, how retailers can tap into those channels. And its overall analysis found that customer loyalty is the key focus, with consumers and their desire for retailers to offer a more consistent and seamless shopping experience.

The study also looked at the value of a consistent experience across all channels as well as the value that consumers place on personalisation, such as language, payment systems, brand preference and receipt type. In response, almost half agreed that retail shopping or restaurant ordering would be faster and more convenient if they had a more personalised experience.

The highlights of the study included;

1. North American consumers are hunting for bargains and are in fact less loyal to retailers. Sixty-seven per cent said that they would switch between retailers and look for the price discounts and loyalty points.
2. Consumers are using technology to find the best deals with sixty-six per cent using the Internet more often to research products and find better deals.
3. Personalised offers and information that match their individual preferences are what consumers want. Eight-one per cent of North Americans said they would like companies to integrate social media channels into their mix of communications.
4. 40 per cent of consumers want to use mobile devices to locate retailers, download coupons and scan bar-codes.

To view the full white paper released in May 2010 at the Food Marketing Institute showcase in Las Vegas, click here.

Quick thinking companies are nowadays deploying software, linked to enterprise applications like customer data and analytics, in order to deliver timely and relevant communications across multiple points of service, based on their customer’s preferences and location.

“A new generation of consumers craves more personalisation and control over when and how they interact with retailers,” said Dusty Lutz, general manager of NCR Netkey digital signage and kiosk applications.

“Consumers are willing to reward retailers that enable a seamless, converged channel experience across Web, store or mobile channels. Retailers are responding by evaluating technology solutions that help them interact with shoppers based on their individual preferences and location to create a more compelling shopping experience.”

Driver Service Kiosk by Flying J Travel Plaza

The stereotypical image of a truck driver in the UK isn’t great. In fact, when most people think of a truck driver it generally includes a middle-aged male who is tired, dirty, hasn’t showered in a week and uneducated. This concept is unfair and rather snobbish as many dont’ see the move truck drivers have made into the modern age.

For starters, the route of most trucks is tracked by a global positioning system, with music playing over a satellite radio and the driver most likely to be chatting on an integrated hands free mobile phone system.

And it’s not just the trucks that have gone tech savvy as technology has come to the truck stop. Today more and more drivers are stopping at self service kiosks before even ordering a cup of coffee.

Drivers today must meet a set of regulations set by the Government. From logging the amount of time they spend behind the wheel to maintainance of the truck. On top of this the rising fuel costs are forcing drivers to cut costs wherever and whenever they can.  

Because of this, more and more kiosk systems are enabling truck drivers to manage their time behind the wheel.

Flying J Travel Plazas is just one company that has deployed kiosks to serve its drivers. A Driver Services Kiosk provides fax services a fax mailbox, copy services and a driver load exchange board. The kiosk also offers calling cards for sale and even allows drivers to arrange for the delivery of flowers to loved ones back home.

They also act as an Internet kiosk providing access to the World Wide Web as well as a Scan & Go Express Fuel Desk Scanner which enables drivers to scan shipping documents and send them to the corporate office. 

One of the kiosks servers as a Truck Driver Kiosk, allowing drivers to obtain receipts for many of their transactions in the Pilot store without having to wait in line at the checkout. A second kiosk is also dedicated to human resources applications.

“Our driver customers depend on these services, as their truck is a moving business office and theny need access to technology to conduct their business and communicate with their home offices,” said Gary Barlow, president of Flying J Communications.

In September 2009, Knoxville, Tennassee based Pilot Travel Centres began deploying self service kiosks in its own locations around the country. Pilot operates 306 travel centres in 29 states across the US.

Some of the pilot kiosks allow customers free access to the Internet while drivers are on the go.

Petro Travel Centres needed a digital device to maintain a connection with their travelling customers and truckers. Kiosks were installed across 60 Petro Travel Centres across the US so that the Petro brand could communicate with 250,000 customer cardholders as they redeem gas purchases for coupons.

“When you think about it, this is the only way to communicate with a group of customers that is continually moving around the country,” said Brian Ardinger, chief marketing officer with Nanoation, the manufacturer of the Petro branded kiosks.

The kiosks are actively promoted on video trailers of DVD movies for sale at Petro locations, as well as special promotions for other Petro amenities. Each card reader features a touch screen, card reader, printer and durable enclosure all designed to maximise the ease of use, functionality and return on investment.

For more information about interactive kiosk systems that can provide different channels of communication for your staff, then speak to Protouch today. As the leading manufacturer and distributor of touch screen technology across Europe the team are expertise in deploying successful kiosk systems that benefit individual businesses needs and requirements.

Global Axcess Corp, an independent ATM provider with more than 4,500 machines, are branching out into the self-service market with a line of DVD-rental kiosks in 2010.

CEO George McQuain, who has largely been responsible for bringing the once-struggling Global Axcess back to profitability, says they have a unique opportunity to compete against the major DVD-rental brands.

“We believe there is a largely unmet addressable market for DVD kiosks that will not only allow us to penetrate the market but also allow us to displace incumbents,” McQuain said in December. “Our goal is to leverage our ability to deploy, manage, maintain and process transactions from a wider range of self-service kiosks beyond the traditional ATM. We believe our aggressive move into the DVD kiosk market has significant upside revenue growth opportunities for us.”

During 2009, kiosk revenue grew 94%, with the Redbox-dominated channel approaching $1 billion in revenue. Kiosk rentals were more than enough to offset a 3.2% decline in rentals from brick-and-mortar outlets such as Blockbuster and online sectors.

With stiff competition from 2009 sensation Redbox, Blockbuster CEO Jim Keyes said yesterday that the future of the Dallas-based DVD rental company hinges on its ability to position the brand across multiple distribution platforms – or it might not be a happy ending for Blockbuster.

“The next 12 to 18 months are going to be very challenging,” Keyes said. “We are building a multichannel platform approach and at the same time we have brand new competitors (namely Redbox and Netflix) certainly taking some of the demand out of the market.”

“The great opportunity for Blockbuster is to adapt to the different use occasions, because that’s what these kiosks represent,” he said.

The CEO said Blockbuster has the option to close additional stores, a strategy he said the media blew out of perspective last year when it focused on the closure of 1,000 stores through this year while failing to mention the addition of 10,000 Blockbuster kiosks.

“The net increase for Blockbuster’s presence in 2010 was actually 9,000 additional points of presence, via kiosks,” Keyes said.

Most things that Barack Obama touches turns to gold, and now the US President is setting his sights on revamping the American medical sector via touch-screen technology.

The winner of the 2009 Nobel Peace Prize has had his hands full in the last twelve months in attempting to solve the issues that plagued George W Bush’s administration but now, President Obama sees huge scope to improve his country’s health industry by embracing technological advancements.

He has pledged to ensure that all medical records in the United States will be electronic within five years, synced through the touch-screen kiosks that are present in most US health centres – a plan sure to positively affect the healthcare industry as a whole and create opportunities for technology providers.

Patient check-in kiosks have existed in doctors’ surgeries for years, but their advantages have not always been fully utilised, as described by one industry exec:

“Healthcare has always been thought of as being sort of behind on IT technology,” Napua said. “But obviously with the infusion of the Obama initiative for electronic medical records, I think there’s a growing interest, to say the least, in trying to figure out a lot of these solutions in healthcare.”

Tesco is to open its first store with no staffed checkouts as part of a trial period – making it the first UK supermarket to be totally self-service only.

The Tesco Express store in Northampton will have four self-service checkouts, supervised by one staff member.

The supermarket claims the store will employ the same number of staff, it would if there were checkout staff, but in different job functions.

Tesco says that the trial aims to look at how self-service tills can provide a better service in smaller stores by putting its staff on the shop floor, closer to customers.

“The checkouts are supervised at all times to ensure customers get the same great service and the feedback has been good so far. New technology has a part to play in doing a better job for customers but we will always have staff on hand to offer that personal touch.”

Recently, Tesco also opened karaoke kiosks outside some stores to capitalise on the The X Factor fever sweeping the country, and give customers the opportunity to star in their own music video.

Demand for international air travel has finally started to improve year-on-year, indicated by results published in September, and self-service kiosks are being hailed as one of the key reasons why.

The global aviation industry was widely recognised as being on its knees, crippled by the weight of the recession and growing fuel costs, but self-check-in services are increasingly helping airlines cut costs and improve customer experience. And according to IATA’s 2009 Corporate Air Travel Survey, more than 50 percent of passengers worldwide want more self-service options.

Online check-in, kiosks and mobile technology are ushering in a new era of customer self-service, while self-service kiosks are increasingly becoming more and more popular, as proven by their increased usage. Kiosks are also working well in tandem with online and mobile technologies.

According to the SITA/Air Transport World Passenger Self Service Study, kiosk check-in usage is set to rise over the years and interactive kiosks will increasingly shift to the forefront of self-service. Kiosks not only benefit people who do not check-in online, but can also be used to provide multiple functionalities at the airport — like car rental or hotel check-in.

According to a 2009 SITA IT Trends survey, 80 percent of the airlines surveyed are planning to offer mobile check-in capabilities by 2012. In addition, IATA has targeted 100 percent Bar Coded Boarding Passes (BCBP) by 2010- thus ensuring a rosy future at airports around the world for kiosk manufacturers and self-service technologies…

We’re happy to announce our recent success at the Retail System Awards 2009.

Just last night at the prestigious awards ceremony at the Ballroom in the Grosvenor House Hotel, London, we won the ‘Best use of Technology in the Hospitality and Leisure Sector’ for our Cineworld Xen X5 kiosks.

Against the other impressive shortlisted companies, Reward, Pure 360 and Torex, we shone through with the award-winning Xen X5 Cineworld kiosk range.

The award recognised how the innovative Xen 5 kiosk had achieved business growth for Cineworld. With consumer expectations central to this category win, the judges were looking for a winner that employed effective and efficient technology; this was clearly seen in our kiosks.

The story: In 2008, Cineworld contacted us in a bid to automate the whole registration process of its Unlimited Film Programme with an eco-friendly kiosk solution. Membership to the programme entitles visitors to watch any film, any day, any time at any Cineworld Cinema from just £13.50 per month.

Cineworld rolled out our easy-to-use, self service Xen X5 kiosks that customers use to register without staff assistance. Wannabe members of the programme simply sign up by entering their details into the kiosk; an A4 receipt with a photo of the member on is then printed out which they can use as identification until their membership card arrives in the post.

The kiosks currently operate in 27 cinema sites including, Glasgow, West India Queys and Cheltenham and will be in most of Cineworld’s 75 UK sites.

In just 6 months the kiosks saved Cineworld in excess of 1,000 staff hours and increased new members by 100 per week, resulting in the number of Unlimited sign ups being increased by 10 per cent.

For more information about the Cineworld kiosks, and how a kiosk can improve your business, visit www.protouch.co.uk.