Using Technology to Improve Efficiency and Deliver a Positive Customer Experience

The Win/Win Solution

Conventional Wisdom May Not Be Quite So Wise

“People don’t like machines”

Hundreds of thousands of ATM’s say otherwise…

Conventional Wisdom May Not Be Quite So Wise

“People want a real person to help them”

Sometimes… but it may depend on how helpful they are

Conventional Wisdom May Not Be Quite So Wise

“Interactive programs are expensive”

Make the business case first and good ROI will follow

Are the goals of deployers and customers really mutually exclusive?

Deployer Goal: Leverage technology to achieve efficiencies and cost savings

Customer Goal: A positive experience

Definition #1 – Deployer Goal

• What efficiencies can be had using kiosk or digital signage technology?

Definition #1 – Deployer Goal

• What efficiencies can be had using kiosk or digital signage technology?

– Line busting – Moving customers more quickly and efficiently

Definition #1 – Deployer Goal

• What efficiencies can be had using kiosk or digital signage technology?

– Line busting – Moving customers more quickly and efficiently

– Accurate data collection – the transaction is the same every time and nothing is overlooked

Definition #1 – Deployer Goal

• What efficiencies can be had using kiosk or digital signage technology?

– Line busting – Moving customers more quickly and efficiently

– Accurate data collection – the transaction is the same every time and nothing is overlooked

– Repurposing staff – allowing staff to focus on more complex tasks that require personal attention due to exceptions or the special needs of customers

Definition #1 – Deployer Goal

• What efficiencies can be had using kiosk or digital signage technology?

– Line busting – Moving customers more quickly and efficiently

– Accurate data collection – the transaction is the same every time and nothing is overlooked

– Repurposing staff – allowing staff to focus on more complex tasks that require personal attention due to exceptions or special needs of customers

– Cost savings – a + b + c = money saved

Definition #2 – Customer Goal

• What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are –

Definition #2 – Customer Goal

• What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are –

– Executing their transaction quickly and efficiently

Definition #2 – Customer Goal

• What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are –

– Executing their transaction quickly and efficiently– Knowing what to expect from the transaction

Definition #2 – Customer Goal

• What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are –

– Executing their transaction quickly and efficiently– Knowing what to expect from the transaction– Having access to informed and helpful staff when needed – that

there is an alternative to the technology available to them for escalating assistance or special needs

Definition #2 – Customer Goal

• What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are –

– Executing their transaction quickly and efficiently– Knowing what to expect from the transaction– Having access to informed and helpful staff when needed – that

there is an alternative to the technology available to them for escalating assistance or special needs

– Cost savings – we have all been trained to “do it ourselves” – from warehouse shopping to home improvement

So Where Do These Goals Overlap?

Deployer Customer

So Where Do These Goals Overlap?

Deployer

Moving customers quickly

Customer

Executing their transaction quickly

So Where Do These Goals Overlap?

Deployer

Moving customers quickly

Consistent, accurate transaction is the same every time and nothing is overlooked

Customer

Executing their transaction quickly

Knowing what to expect from the transaction

So Where Do These Goals Overlap?

Deployer

Moving customers quickly

Consistent, accurate transaction is the same every time and nothing is overlooked

Repurposing staff – allowing staff to focus on more complex tasks that require personal attention due to exceptions or special needs of customers

Customer

Executing their transaction quickly

Knowing what to expect from the transaction

Having access to informed and helpful staff when needed – that there is an alternative to the technology available to them for escalating assistance or special needs

So Where Do These Goals Overlap?

Deployer

Moving customers quickly

Consistent, accurate transaction is the same every time and nothing is overlooked

Repurposing staff – allowing staff to focus on more complex tasks that require personal attention due to exceptions or special needs of customers

Cost savings

Customer

Executing their transaction quickly

Knowing what to expect from the transaction

Having access to informed and helpful staff when needed – that there is an alternative to the technology available to them for escalating assistance or special needs

Cost savings

Who Has Done It Right?

The simplest example:

Park East Directory

(Directories are really the beginning of a convergence of kiosks and digital signage…)

Who Has Done It Right?

The simplest example:

Park East Directory• Allows visitors to

quickly find tenants

Who Has Done It Right?

The simplest example:

Park East Directory• Allows visitors to

quickly find tenants• Security guard can

perform additional duties

Who Has Done It Right?

The simplest example:

Park East Directory• Allows visitors to

quickly find tenants• Security guard can

perform additional duties

• Expanded hours of coverage

Who Has Done It Right?

GGP Digital Signage

• Communicating with (not at) shoppers

Who Has Done It Right?

GGP Digital Signage

• Communicating with (not at) shoppers• Customers have much higher message

retention than with ad driven models

Who Has Done It Right?

GGP Digital Signage

• Communicating with (not at) shoppers• Customers have much higher message

retention than with ad driven models

• System features real time updates, live feeds, interactive directories and augmented reality

Who Has Done It Right?Making Complex Information Manageable-Local Workforce Investment Boards

Community Communication Opportunities in Partnershipwith other Organizations –

• Goodwill Industries• City/State Governments• Dept. of Corrections• Local Libraries• Community Centers

Who Has Done It Right?Making Complex Information Manageable-Local Workforce Investment Boards

Community Communication Opportunities

More than just jobs:• Housing Assistance• Food Stamps• Daycare• Healthcare

Who Has Done It Right?

Healthcare Patient Check-in

Deployer Patient

Who Has Done It Right?

Healthcare – Patient Check-in

Deployer Patient

EfficientFaster check-in

Who Has Done It Right?

Healthcare – Patient Check-in

Deployer Patient

EfficientFaster check-inConsistencyConsistency

Who Has Done It Right?

Healthcare – Patient Check-in

Deployer Patient

EfficientFaster check-inConsistencyConsistencyBetter collection Accurate billing

Who Has Done It Right?

Healthcare – Patient Check-in

Deployer Patient

EfficientFaster check-inConsistencyConsistancyBetter collection Accurate billingBetter data More privacy collection

Who Has Done It Right?

The deployer hospitals and clinics benefit –

More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments

(The original goal for the Epic Welcome™ system was about 25% usage…)

Who Has Done It Right?

The deployer hospitals and clinics benefit –

More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments• 80% reduction in form costs

Who Has Done It Right?

The deployer hospitals and clinics benefit –

More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments• 80% reduction in form costs• 84% reduction in check-in costs

Who Has Done It Right?

The deployer hospitals and clinics benefit –

More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments• 80% reduction in form costs• 84% reduction in check-in costs• 65% increase in co-pay collection

Who Has Done It Right?

The deployer hospitals and clinics benefit –

More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments• 80% reduction in form costs• 84% reduction in check-in costs• 65% increase in co-pay collection

And so do the patients –• Carle Clinics reported an increase in patient

satisfaction scores as result of kiosk installations

Who Has Done It Right?

Internal Customers Count Too!

Home Depot Supply HR Intranet

Who Has Done It Right?

Internal Customers Count Too!

Home Depot Supply HR Intranet

Efficiency – current info in a widely decentralized system

Who Has Done It Right?

Internal Customers Count Too!

Home Depot Supply HR Intranet

Efficiency – current info in a widely decentralized system

Accuracy – both HDS and staff updates on everything from corporate policy to 401k distributions

Who Has Done It Right?

Internal Customers Count Too!

Home Depot Supply HR Intranet

Efficiency – current info in a widely decentralized system

Accuracy – both HDS and staff updates on everything from policy to 401k distributions

Staffing – reduced workload while providing access to specialists via additional telephony functionality

Who Has Done It Right?

Internal Customers Count Too!

Home Depot Supply HR Intranet

Efficiency – current info in a widely decentralized system

Accuracy – both HDS and staff updates on everything from policy to 401k distributions

Staffing – reduced workload while providing access to specialists via additional telephony functionality

Cost Savings – self liquidating program on just one element

So What Makes It Right?

So What Makes It Right?

• Pick the right task

So What Makes It Right?

• Pick the right task • Inviting, friendly

So What Makes It Right?

• Pick the right task • Inviting, friendly• Make it simple!

So What Makes It Right?

• Pick the right task • Inviting, friendly• Make it simple!• Multilingual

What Makes It Right?

What Makes It Right?

• Looks count – make sure the enclosure tells a story and sets expectations

What Makes It Right?

• Looks count – make sure the enclosure tells a story and sets expectations

• Don’t miss a great branding opportunity – have some fun and your customers will too

What Makes It Right?

• Looks count – make sure the enclosure tells a story and sets expectations

• Don’t miss a great branding opportunity – have some fun and your customers will too

• Integrate the experience so both the function and form provide the same message

What Makes It Right?

• Know the laws and guidelines and work with them.

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What Makes It Right?

• Know the laws and guidelines and work with them.

• ADA covers more than just folks in wheelchairs – includes hearing impaired, visually impaired, arthritic grasp… and more.

What Makes It Right?

• Know the laws and guidelines and work with them.

• ADA covers more than just folks in wheelchairs – includes hearing impaired, visually impaired, arthritic grasp… and more.

• Regional laws impact you as well, such as the California Seismic guidelines.

What Will Make It Right in the Future?

The next step is integration of devices to provide a single seamless experience –

• Digital Signage• Kiosks• Tablets• Mobile & Handheld

All talk together

Deployers and customers want the same thing.

Deployers and customers want the same thing.

Ultimately the success of your project depends on your ability to plan for and execute

the needs of both.

Sandra NixPresident & Founder

Connected Technology Solutions

info@connectedts.com

262.242.6100