Self Service as Easy as 1, 2, 3!

Monday 23 August 2010

Self ServiceAt Xn Leisure Self Service is more than just a Kiosk it is a combination of technologies blending together to provide customers with more choice and flexibility, while at the same time freeing the staff to be more proactive customer service operatives, ultimately improving efficiency, quality of service and at the end of the day increasing revenues.


The concept of self service starts at home with the ability to browse for different options, book and pay for the range of facilities and activities available at your site.  We are used to being able to buy online, from groceries to holidays, virtually everything is available.  With our Horizons product this can become a reality for your customers and a major benefit of membership at your facility.

Once at the facility it is essential for the team to provide fast and efficient service to the customers that need it.  Customer service is the foundation of our industry and as such the users of your facilities should be able to arrive at site and expect quality service.  With the number of booking enquiries reduced due to Online bookings, the front of house team need only be available to provide quality assistance.  The collection of tickets and registration for activities, classes and “booking for next week” should be and is fully automated with the use of the Fast Track Kiosk.

The ability to bypass the queue and go to a Kiosk to book and collect tickets is now common place in our supermarkets, airports and cinemas.  Rather than replacing staff these units are providing staff with an opportunity to move away from the more mundane day to day tasks and become focused on customer service and retention, ultimately helping to control costs and increase profitability and efficiency.  Our self service bookings Kiosk gives your customers a simple effective way to perform their own transaction on what is now a common device.

Secure Retail is delighted to be chosen by XN Leisure as their partner to supply the VeriFone Secura unattended payment terminal for their new self service kiosk.  Secure Retail has been supplying the self service kiosk market for the last 5 years and we have seen a growing demand and acceptance from the public to use this technology.  For the provider, the self service kiosk offers numerous benefits including a secure and cost effective way of taking card payments and an efficient way of delivering key customer services to their clients.

X4It is important from a management perspective to capture data from these members even though we are not necessarily dealing with them face to face with the integration to the next element of the concept, Access Control, we can not only control where the self service members are going but capture what they are doing once they are with us.  Adding to the knowledge already within our core products we can analyse this data to become even more efficient and effective in all aspects of our operation from staffing to programming.

To complete the circle the customer has now had the best experience we could provide them and they are keen to tell their friends and demonstrate how great it is being a member of your site.  Online membership means that while discussing their experience at home or in the office the barriers to joining such as having time for a tour, or the sometimes intimidating sales pitch can be avoided by a simple user interface that, through your web site enables prospective members to register, select a membership and ultimately join online.  Once again this gives the sales teams more opportunity to hit target and reduces the cost per head of new members against budget, making the team more cost effective and able to focus on delivering high quality prospecting to further increase revenue.

 

For more information on our Self Service journey and the technologies that make it work please call us or visit our web site.  Come and see us at Leisure industry week 21 – 23 September 2010 NEC Birmingham.