THE POSTREMO KIOSK
www.experiencekiosks.com
Our high spec Postremo kiosks will help your organisation to build great relationships with your customers as well as helping you understand more about them
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A dissatisfied customer will tell on average another 9 people
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about their experience.
- RightNow 2009
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84% of all customer reviews were either positive or neutral.
- RightNow 2009
ABOUT US
82 per cent of consumers believe that organisations must listen
and act on customer feedback in order to retain business while
74 per cent are less likely to do business with an organisation if
their feedback is ignored.
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- RightNow 2009
Who we are Experience Kiosks Ltd is a fast-growing digital enterprise, established in 2009, supplying state-of-the-art customer experience management solutions to large customer-facing businesses across the United Kingdom. With over 17 years of industry experience in the design and implementation of customer experience management systems for business clients, our consultants have a proven track record of deploying robust solutions for enterprise customers. Whilst representing a combination of industry best-of-breed technologies, our products can be adapted to suit any organisation’s specific requirements. We have six development centres across 3 continents working 24/7, so that enhancements to match your individual business needs can be turned around quickly, with the cost savings passed directly back to you. Our solutions can be adapted to run-on, or integrate-with, your existing landscape systems. Call us now for a free no obligation appraisal on how our solutions can enhance your business.
What we offer We provide a fully managed end to end technical solution for customer experience management, enabling you to handle feedback, deploy surveys and generate new leads across traditional channels (Web, Email, SMS etc) and introduce a new channel, the Postremo kiosk – an in branch, point of sale, self-service channel. The Postremo kiosk is the next generation input channel, enabling your customers to provide audio/video feedback quickly and easily and your organisation to deploy televisual marketing campaigns and collect survey data across all your branches. Our end to end solution enables your organisation to achieve the following goals: l
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Converge multiple input channels of customer interactions providing centralised management and real time reporting. Advertise other products and services (special offers) by displaying your latest televisual advertising campaigns in-store. Incentivise participation of feedback and surveys through loyalty card promotions and/or printed vouchers.
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Deploy surveys across your branch and view responses in real time.
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Enable your customers to generate their own marketing leads.
Our technologies are specifically designed to eliminate infrastructure changes within your organisation. You’ll find almost all our solutions will not require any changes to your existing landscape.
OUR SERVICES
What problems can we solve for your business? Experience Kiosks will provide your business with the technology that will enable your enterprise to: Deliver a multi channel self-service, centrally-managed customer feedback service
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available 24/7 via computer, iPhone, or Smart Phone. Create adaptable customer surveys with real-time quantitative results.
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Stream promotional videos of other products and services currently on offer with
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the ability for the customer to generate their own leads.
Our technologies do not require any infrastructure changes within your organisation. We provide the technology; you only need a plug socket. Our product offers 3 core solutions for your business:
eSurveys Module eMarketing Module eFeedback Module
eSurvey Module Our eSurvey module gives your business the capacity to:
Start collecting real-time results within minutes of deploying a customer survey, helping you to make informed business decisions against real-time data.
Tailor your surveys on a regional basis.
Incentivise customer usage through loyalty card schemes or printed vouchers.
Use loyalty card details to enhance your existing customer data sets for further analysis.
Field surveys across all your kiosks within hours of them being baselined by your marketing department.
Lower the cost of campaigns through this efficient paperless solution for the deployment and collection of data.
eMarketing Module Our unique eMarketing module will give your organisation the power to: l
Advertise additional products and services that are on offer displayed across your entire kiosk network.
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Provide numerous video adverts for your customers to browse.
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Allow your customers to request further information on any of the products advertised, providing lead generation and other cross-selling opportunities.
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Open technologies enable seamless integration with your existing back office systems, if required.
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Customer-generated leads can be allocated to teams depending on the type of product selected.
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Carrousel selection technology allows customers to easily navigate through multiple videos.
eFeedback Module Today’s technology means organisations are able to increase the number of channels in which existing services can be delivered. Companies that embrace these technology advancements will generally experience reduced costs of service delivery by channel shifting and increased customer satisfaction through end user empowerment. Organisations need to evolve and adapt to these new demands in order to maximise customer satisfaction in todays extremely competitive market place. Our eFeedback module creates a powerful new channel in terms of managing customer feedback, for both the individual and the organisation. Customers are able to: l
Provide a formal record of their feedback via webcam, audio-only, or text.
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Categorise the information they provide – these categories are subsequently used for statistical benchmarking, meaning your organisation can adapt and improve it’s service delivery.
As soon as a customer submits their feedback, a notification is sent to any number of employees via e-mail and/or SMS; the feedback can then be managed either at store level or via your centrally managed teams, each utilising our ePortal solution. Feedback can also be managed on the move with full ePortal functionality implemented on our iPhone and Smart Phone applications.
Our eFeedback Module will provide your organisation with the opportunity to: l
Revolutionise your feedback management processes by having a centralised management system.
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Receive formal statistical reports and charts on the results.
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Increase the number of channels with which you can receive feedback through.
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Benchmark specific branches, where necessary.
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Respond quickly to your customers’ queries/complaints.
FEEDBACK TECHNOLOGY
Imagine – using our eFeedback module will provide your business with: Formal categorised reports of all feedback received from your entire branch network. Notifications via e-mail or SMS immediately after your customer has submitted their feedback, anywhere across your branch network, enabling you to react instantly, wherever you may be. The opportunity to view feedback from a customer, resolve their issue and respond to them before they have even returned home. Location based services enable you to view on a Google Map where your customers live and how they rate each of your branches. Categorised analysis of customer feedback, enabling you to detect trends and provide regional benchmarks for satisfaction levels across selected categories throughout your entire network. For example - the following indices would become available: - 54% of all complaints at the Norfolk branch are about unclean checkouts - 32% of all complements at the Windsor site are about helpful staff - 28% of complaints across all stores are from the Birmingham branch The tools to identify your strengths and weaknesses at site/region level in real-time, allowing your organisation to leverage the knowledge, skills and procedures appropriately across your entire branch network. A user-friendly dashboard displaying all the information on how to categorise feedback across your branch network, updated in real-time, with the ability to drill down, slice & dice the data in any way you’d like without any prior reporting requirement definition. The tools to manage your feedback via a lifecycle according to your own internal procedures all the way through to a conclusive resolution for the customer. The capacity to do all of this from your computer, iPhone / Smart Phone.
Does this sound too good to be true? Call now to discuss your tailor made solution.
t 0845 371 2292
Our Process We enable the centralised management and reporting of services delivered through a multi-channel operating environment.
SERVICES Feedback
Surveys DEL I V E R E D
Marketing Lead Generation AC R O SS
CHANNELS Kiosk
SMS
Customer Service Desk CONSOLIDATED
Email A N D
Phone
M A N AG E D
iPhone/iPad
Web
Letter
T H R O U G H
Experience Kiosk ePortal
CENTRALISED MANAGEMENT
CUSTOMER & EMPLOYEE NOTIFICATIONS
CENTRALISED REPORTING
Web
SMS
Dashboard
iPhone
Profiling
iPad Smart Phone
Segmentation
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…[feedback] response rates increase 10% to 12% simply by requesting
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feedback as soon as the event is completed.
- Gartner 2006
Feedback collected immediately after an event is 40% more
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accurate than feedback collected 24 hours after the event.
- Gartner 2006
If you’d like to test drive one of our Postremo kiosks, call today for a free demonstration.
Experience Kiosks Ltd 445 King Edwards Wharf
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Birmingham
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B16 8AB
t 0845 371 2292 e info@experiencekiosks.com
www.experiencekiosks.com
TM
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