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Striking new kiosk designs adds to the improved customer experience.


Experience


“SELF-SERVICE ELEMENTS AND ONLINE FUNCTIONALITY ARE VIEWED AS THE NEXT PROGRESSIVE STEP FOR THE SECTOR”


and automatically granted access to the leisure facilities and their membership cards are credited. The kiosks have been specifi cally


designed for ease-of-use and to provide customers with an alternative to using the front desk, to reduce queuing and to relieve pressure on Fife Sports and Leisure Trust staff. Analysis of the 13 sites at which


kiosks have been deployed has shown that an average of 55% of customers use the self service kiosks. The implementation of Self Service Kiosks has revolutionised the way sites deal with its customers.


The Kiosks have become a ‘Virtual Receptionist’ and propelled Fife


Sports and Leisure Trust to the


very front of the technological self service arena with in Leisure industry. This technology


has streamlined Fife Sports and Leisure Trusts resources to be able to provide a wider range of services, reduce


costs and to more effi ciently use staff resources. This innovation has successfully


taken tasks away from the reception team, and empowered them to become more effective at their primary customer service roles. Automating the simpler tasks of checking in for activities and collecting tickets, making future bookings or enquiries quickly and effi ciently has become a major catalyst for business growth and enhanced effi ciency. XN Leisure’s Self Service Kiosk


software and Protouch’s Xen X6 Kiosk hardware uses robust, tried and tested technology with optional payment solutions, and has provided an extremely high uptime ratio. Focusing on simplicity and ease of use,


speed of transaction is paramount to a successful deployment and an enhanced customer experience. Customer feedback functions complete the solution for a fully rounded product set. With an average of 55% customer


uptake of the self service kiosks and usage fi gures in excess of 70% in some locations, it is clear that this has been a highly successful and profi table project.


The key positive results are: • Turned staff from Receptionists to Customer Service Ambassadors - The reception team are less rushed and


Tel +44 (0)870 80 30 700 september 2011 © cybertrek 2011 ISSUE 4 2011 © cybertrek 2011


able to spend quality time with the customers that need a more detailed response to joining the facility or information and advice on what the centre can provide. • Enhanced customer experience - the speed of transactions and effi ciency with which customers can now check in and book has been improved and taken away the need to queue. • Helping to provide Fife Sports and Leisure Trust with a way to control costs, increase profi tability and effi ciency while at the same time increasing the standard and quality of service. Xn Leisure approach is to make Self Service easy to use and more


importantly provide feedback that makes self service simple. You can’t treat all customers the same, and you especially can’t treat visitors the same way that you treat your members.


Self-service


holds the potential to deliver signifi cant benefi ts. It’s an approach that can make it easier for your customers to do business with you and drive customer satisfaction, loyalty, and profi tability at the same time, it’s an approach that can lower your costs to serve.


www.xnleisure.com Read Health Club Management online at healthclubmanagement.co.uk/digital 89 Read Leisure Management online leisuremanagement.co.uk/digital 89


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