Continental Airlines introduced the first common use self-service kiosk in 1995. Since then, check-in kiosks have become central to the customer experience at airports, grocery stores, restaurants, sporting events, casinos and a growing number of other industries looking to save time and increase revenue.
Fueled by the need to complete routine tasks faster, self-service kiosks literally put automation in the customers’ hands.
Cut wait time
At airports, self-service kiosks cut customer check-in time down to under a minute in some instances, according to the International Journal of Computer Science Issues, in a May 2010 report. Passengers use kiosks mainly to print boarding passes, bag tags and upgrade to better seats. Kiosks can process 40 to 50 passengers an hour, according to the report.
Customers do not typically have a wait for kiosks as compared to lines of five people waiting to be checked in by an employee, the study found.
Cut operating costs
Kiosks at Vancouver Airport upped the processing of passengers by 250% and reduced check-in staff by 30%, according to the report. At Las Vegas McCarran, the $1 to $2 million invested in kiosk technology saved the airport from a $20 million building expansion, the report said.
The study found that the cost of check-in through kiosks costs just 16 cents per passenger, as compared to $3.68 with check-in via an agent.
Customers boost up-selling
In restaurant chains and convenience stores businesses are using kiosks to help customers seamlessly pay their bills, place customized food orders and more. Just like employees at fast food chains who offer French fries with each burger ordered, kiosks used in food service prompt customers to add additional items.
Automatic up-selling via kiosks at Boloco, a Boston-based chain of restaurants in New England, has translated to a 16% increase in check orders since 2010.
Automotive Kiosk Saves Time and Boosts Up-Selling
Successes realized in other industries is being applied in auto repair shops with the Welcome Station Kiosk, the first-ever customer self-service device developed specifically for the automotive repair business.
BOLT ON’s latest automotive software solution, which is powered by a tablet device, simplifies the customer experience, delivers faster business results, better accuracy and seamlessly increases up-selling and profit generation opportunities.
This easy-to-use self-check system frees up service advisors. It enables both new and returning customers to quickly and electronically notify shop staff of their arrival, select the vehicle and which services they’d like to have performed and whether they are dropping off, or will be waiting.
Increase shop efficiency
With Welcome Station, shops can cut long lines during the morning and afternoon rushes, all while saving precious minutes per customer and aligning the shop for more revenue-generating business.
With a few taps, customers can check themselves in and speed up the shop’s daily process. Based on a modest 2 minutes-per-customer savings, shops with an average daily car count of 15 could save 2.5 hours per week – just in customer check-in time!
Those extra hours are possible without adding staff, or increasing workloads. In fact, the kiosk will make your front staff’s work life easier.
Boost up-selling opportunities
Upon check-in, a customer can select past pending service recommendations and new services/canned jobs.
Area-specific weather alerts simplifies the up-selling process by suggesting services based on the vehicle care needed to maintain safety in different climates.
The alerts suggest services specific to the current weather and seasons, including: “It’s raining – would you like us to check your wipers?”
Since customers check themselves in and update any personal or vehicle information, the accuracy of data input into the kiosk is much more accurate. Just ask Terry Barnby.
Barnby, the owner of Canton, Ohio-based Goldstar Autocare, said he was tired of seeing spelling and grammar mistakes on repair orders. Too many times when vehicle repairs were finished he’d reach for a customer’s paperwork only to find that his employee failed to take down a phone number.
Jumping at the chance to relieve those headaches, Barnby this summer installed the Welcome Station customer check-in kiosk at his seven-days-a-week shop.
“Honestly I’ve been kind of waiting for it,” he said.
Customers have given “good responses” to the software solution, which mimics similar kiosks already in place in other industries, he said, adding that customers are “impressed with the technology.”
“Most of them get it pretty easy because it’s pretty simple,” according to Barnby.
Shop Management System Integration
Like all of BOLT ON’s automotive solutions, Welcome Station is fully integrated into your shop management system. Our automotive software solutions offer real-time 2-way integration without any effort on your part.