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processes offering a wealth of industry knowledge and expertise. Through regular communication with its customers through a network of User Groups and regular dialogue provides the means to continually improve solutions specifically meeting the needs of the industry. This partnership approach includes
Xn Leisure’s Challenge – Improve Customer X
n Leisure is engaged in a programme of continuous strategic investment in people, systems and
our choice of hardware and technology providers. Xn Leisure naturally teamed up with Protouch, the UK’s leading supplier of touch screen and kiosk systems. It provides products for a great number of services including: payment, ordering, product look up and ticket printing; utilising many innovative devices like chip and pin, RFID, keyboard, Bluetooth, web cameras, printers, scanners, wifi and much more. Fife Sports and Leisure Trust is a non
profi t distributing organisation, limited by guarantee to operate and manage sport and leisure facilities on behalf of Fife Council. Under the terms of the business transfer agreement with Fife Council, the Company is responsible for the operational management, delivery and development of the local authority’s 13 sports and leisure facilities.
In 2010, Fife Sports and Leisure Trust had a number of objectives to be achieved in order to run a self service booking and payment solution in each of its Leisure centre receptions: • To remove customer service obstacles which were causing capacity limitations, in order to drive business growth. • To provide an automated self-service customer channel.
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• To relieve pressure on members of reception staff during busy periods. • To allow customers to autonomously check in for activities, collect tickets, make reservations or enquire about Fife Sports and Leisure Trust services. • To enhance customer experience by fast tracking members’ entry to bookings and activities and
reducing queuing time. • To provide a mechanism for the collation of customer service feedback. Nowadays time is at a premium and
self service is becoming the norm as people are increasingly familiar with the technology and aware of the time saving it offers. A consultative approach allowed us to understand the specifi c challenges that Fife Sports and Leisure Trust face in order to develop the most appropriate solution. The busiest part of Fife Sports and
Leisure Trust’s Leisure operation is the Reception, the fi rst point of contact for information, for bookings, for payments and for interaction with customers. Making these processes faster and more
Read Health Club Management online at
healthclubmanagement.co.uk/digital
Xn leisure’s solutions empowers members to book and purchase at a time convenient to them
effi cient, while at the same time ensuring the management information is as detailed as possible was a key factor. XN Leisure and Protouch collaborated
to develop an innovative ‘TurnKey’ Self Service kiosk solution where the whole booking, ticketing and payment process for Fife Sports and Leisure Trust was automated and presented in an attractive and easy to navigate interface. The kiosks feature state-of-the-art
touch screens, RFID smart Card Reader, receipt and ticket printer and software was installed which enabled on screen payment applications and a booking system, in addition to providing fast- track access and a top rated security system using membership cards to remotely unlock gates and doors. Once customers have made a booking via the kiosks, they are immediately
september 2011 © cybertrek 2011
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