automatic data capture
point of sale
Box self-service ticketing kiosk helps Red Funnel sail ahead
Red Funnel, Isle of Wight Ferries, operating between Southampton and Cowes appointed Box Technologies along with software developers, WorksUnit, to develop a bespoke self-service ticketing solution to improve customer service.
R
ed Funnel Isle of Wight Ferries is a highly successful transportation company and is well aware of the increasing levels of
customer service demanded by today’s travelling public. Its management team identified a need to speed up and upgrade their booking processes by adopting the latest developments in customer facing technologies, including self-service kiosks.
Many of Red Funnel’s customers preferred to buy their tickets on the day of travel. However, this meant that customers often encountered long queues, particularly during peak hours, school holidays and when events and festivals were held on the Island. In addition, the manned booths at the ferry terminal only had set opening hours which again was a limiting factor in terms of customer service.
Box Technologies was tasked with supplying bespoke touch-screen kiosks that would be reliable and robust enough to withstand the demands of high-volume ticket delivery. The kiosks needed to be visually engaging, easy
to use and enable secure payment transactions. They also had to fit in with Red Funnel’s brand values and have a sleek, airport-style look and feel. WorksUnit was briefed to specify, design and implement a software solution that would be intuitive and make it quick and easy for customers to select and purchase their tickets.
Steve Wilks, technical director of Box Technologies, highlighted the areas of expertise that Box Technologies could bring to the solution: “We focused on helping Red Funnel improve their customer throughput by serving, supporting, engaging and retaining customers, with a reliable ticketing self- service solution. Providing both a cash and card facility was essential for out of office hours and the ticket printer had to be adapted to use the same hardware and media used within the existing ticket offices. The corporate image had to be preserved and the ‘through the wall’ Box kiosk was able to achieve all of these objectives with minimal design change. The solution is an adaptable, robust, visually appealing,
secure self-service platform which is easy to use for both customers and staff alike.”
The solution Box Technologies installed its own high quality, versatile self-service kiosks which were to be flush-mounted within the existing wall panels leaving only a well-lit touch screen and pin pad. With a choice of hardware configurations, the unit also afforded Red Funnel the flexibility to customise the kiosks to its specific requirements, including the use of the company’s logo and company colours to reflect its corporate identity.
Supplied with 17” touch screens, and robust enough to withstand 24/7 operations, these attractive kiosks provided maximum functionality within a compact design with a touch screen display that provided a vandal resistance surface, and yet was responsive enough for those users wearing gloves during colder weather. The software application developed by WorksUnit, also made it easy for passengers to perform cash and card processing transactions using the touch-screen interface and associated pin pad.
26 IT RESELLER – NOVEMBER 2011
www.itrportal.com
CASE STUDY
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