Picture this: you just arrived at the airport with a group of your closest friends and you are getting ready to embark on the vacation of a lifetime. Your “out of office” message is on, your bags are packed, your car is parked, and there’s only one thing left to do before you board the plane—get your ticket. Once you locate the appropriate counter, your excitement comes to a screeching halt as find your way to the end of a long line of other passengers.
But what if you didn’t have to wait in that long line just to retrieve your ticket? Perhaps, rather than finding your way to the back of the line and starting your vacation off on a sour note, you instead choose to use one of the airline’s self-service ticketing kiosks to print your ticket. In choosing option two you simply use the kiosk to enter your information, print your ticket, and head to security. While both options will land you on the same plane in the same location, self-service ticketing kiosks kickstart your vacation on a more positive note—without the long lines.
Ticketing kiosks aren’t limited to airports, though. They can also be used for other forms of transportation, concerts, movies, sporting events, or any other use case that requires a ticket. Designed to provide shorter wait times, improve the guest experience, promote operational efficiency, and drive sales, ticketing kiosks have and will continue to revolutionize the ticketing process.
Shorter Wait Times
Whether getting ready to board a flight, attend a concert, or spectate a sporting event, guests typically want to get the details and logistics of their experience squared away as quickly as possible so they can relax and enjoy themselves. Easily duplicatable, multiple check-in kiosks can be installed to accommodate typical attendance levels and use expectancies at a given location. By increasing the number of available ticketing locations, self-service ticketing kiosks can easily reduce wait times by distributing user traffic evenly across the various kiosks.
Improved Guest Experience
While it goes without saying that shorter wait times almost always directly correlate with improved guest experiences, self-service ticketing kiosks can be used as a guest information resource—providing additional information on the location and services offered, including food and beverage, guest services, and more. Ticketing kiosks also allow ticketing representatives, who were previously tasked with printing and distributing tickets, to devote their time and attention to the guests who need it most—namely those who either have difficulty using or who choose not to use the ticketing kiosks, or those looking to make changes or upgrades to their tickets.
While self-service kiosks certainly do not eliminate the need for a ticketing representative altogether, they do relieve them of some of their more menial duties and reduce the number of guests waiting in their lines every day. Additionally, as the demand for assistance decreases, employees can be transitioned into other roles within the organization that might need more manpower to operate efficiently, such as customer service.
While not all ticketing kiosks are designed with an ordering and payment interface, some allow guests to select and purchase their tickets directly from the kiosks. Created with flexibility in mind, ticketing kiosks can incorporate cash, card, and contactless payment in addition to printing and ordering capabilities. By incorporating these features, event, performance, and sports venues, especially, can further drive ticket sales for future events.
From transportation to performances, movies, sporting events, amusement parks, and everything in between, ticketing kiosks are completely revolutionizing the way guests retrieve, and sometimes select and pay for, their tickets.
To learn more about Meridian’s self-service ticketing kiosks, visit www.meridiankiosks.com or give us a call at 866-454-6757.
Self-Service Kiosks Are Transforming the Ticketing Process was last modified: May 21st, 2019 by News Editor
Los Angeles, Calif. March 25, 2019 – Vista Entertainment Solutions Ltd (‘Vista Cinema’), the leading provider of cinema management software for global cinema exhibition, and Veezi, Vista’s SaaS cinema management solution for Independent Cinemas, have approved Olea Kiosks (‘Olea’), to support Vista with self-service kiosk hardware. Since May 2018 Vista has been deploying Olea kiosks bundled with Vista’s industry-best kiosk software solution as a prelude to this announcement timed for CinemaCon 2019.
Throughout 2018 Vista assessed Olea on behalf of its customers. This included testing the durability of the hardware, its ability to integrate with Vista’s platform, and accommodate the varying needs of theatre sizes. During this time Olea won the 2019 Frost & Sullivan Customer Value Leadership Award, which ranks industry participants by value in terms of price, product performance, service, and brand loyalty.
Vista has begun offering several models from Olea to make kiosk deployments easier for its customers. All models can be used for Ticketing and Food & Beverage purchases with the Vista Kiosk software application. Each Kiosk model can be ordered in different colors, screen sizes, and with custom branding. A mix of 15” to 55” screen sizes are available on varying models suitable for countertop, wall mount, or freestanding applications. All kiosks are designed to be ADA Compliant and to UL standards. The line-up also includes Olea’s industry-leading outdoor kiosk.
Vista Kiosk – Vista’s flagship kiosk software product, allows users to order Food and Beverage items, as well as purchase tickets. The user can decide at the time of ordering to pick up their food at the counter or have it delivered directly to their seat.
When the kiosk is dormant, rolling promotions of the exhibitor’s choice may be displayed. The kiosks also support cross-site sales; if Location A is sold out, rather than reverting to a competitor, users can purchase tickets for other locations from the same (Location A) kiosk.
The customers of today demand convenience, and an omnichannel approach to interacting with them is key to ensure they come back. Kiosks not only provide a comfortable way for users to make their preferred purchases, their usage is known to increase average transaction levels. Kiosks also allow theatres to redistribute their staff to enable more mobility around the theatre and carry out more impactful tasks.
Tess Manchester, President, Vista USA based in Los Angeles, is delighted at the successful outcome of the 2018 collaboration between Vista Cinema and Olea. “To discover a hardware vendor with the functional and design standards of Olea – not to mention the enormous respect they obviously have for their cinema exhibition customers – provides an additional avenue for Vista Cinema to add value to those same customers. Everyone wins – and in this instance – especially the moviegoer.”
Visit Olea Kiosks at booth 2805A and Vista Group at booth 513F at CinemaCon 2019 to experience a live demo of the Vista Kiosk and Olea combination.
Casino operators are gambling that new kiosk functions will help them provide top-notch customer service to help them cater to existing customers and win new ones.
By Richard Slawsky, Contributor
Years ago, casino bosses were able to recognize their guests by sight, providing complementary rooms and other perks to high rollers to keep them playing.
Today, keeping track of customers’ playing habits and providing those comps by sight is impossible. In addition, most casinos depend far more on the retirees playing slots in the afternoons and on the weekends for their bread and butter than they do the whales dropping a few grand at the blackjack tables.
And with gaming revenue for US casino operators topping $183.8 billion in 2015, up 56 percent from $117.6 billion in 2010, keeping those core customers happy is of prime importance. Kiosk technology is helping to accomplish that task.
Beyond the slot club
These days, catering to a casino’s customers is as much a science as it is an art form.
Kiosks in the Casino
Self-service technology benefits both the player and the house
For the player
Look up points and “comps”
Enter daily promotions and giveaways
Check promotions and print coupons
Easily locate favorite machines
Easily locate restaurants, shops and other property amenities
For the house
Enroll new loyalty members
Print customized player’s club loyalty cards
Eliminate lines at customer service
Deploy manpower to more complicated tasks
Check-in/check-out at resort hotel
Print boarding basses for departing guests
When casinos made the transition from mechanical games to digital ones in the 1980s and 1990s, it opened to door to technology that helped them spot their most profitable patrons. Loyalty programs, originally called “slot clubs”, began appearing in many of the larger casinos. Customers would sign up for player cards, and in return for loyalty to a particular casino they would receive reduced-rate or complementary rooms, access to special events, free meals and more. Players would insert their cards into a slot machine or other gaming device, with their level of rewards dependent on their overall playing time (or money wagered).
The loyalty cards provided a flood of analytics for casino operators, allowing them to track the playing habits of individual patrons and reward them accordingly, as well as letting them see which games were the most popular and kept patrons playing the longest.
And because kiosk technology had long been a feature of casinos in the form of ATMs, it was only a small step to adapt the technology to loyalty cards, allowing a player to swipe their card to see what rewards they had earned.
“Certainly, I think part of the idea is to improve customer service,” said David McCracken, CEO of York, Pa.-based kiosk software provider Livewire Digital.
“The technology has allowed casinos to reduce the number of people lined up at a customer service desk,” McCracken said. “It’s good for the customer but it’s also good for the casino, by getting those customers out of the lines and back to the tables.”
Today, it’s not uncommon the see players swipe their card at a loyalty kiosk, only to return to the gaming floor to play enough to reach the next level of rewards.
“There are many days when casino properties are getting busloads of people, and they can get pretty crowded,” McCracken said. “The self-service capabilities of kiosk technology have helped casinos reduce the manpower needed to provide a lot of the basic functions to take care of their guests, while improving customer service at the same time.”
Building on success
As the capabilities of kiosk technology have grown over the years, so have the services offered by those devices.
Livewire, for example, has worked with Foxwoods Resort Casino in Ledyard, Conn., for more than 10 years. Foxwoods is the largest casino in the world with more than 340,000 sq ft of gaming space serving more than 40,000 guests per day. The resort also features a hotel with 1,416 rooms and a two story arcade for children and teens.
Because Foxwoods’ existing kiosks were becoming dated and offered limited functionality, in 2007 management tapped Livewire to update their machines to a more modern design while adding new functionality for members of the casino’s popular Wampum Rewards Program. Instead of having patrons wait in line at a customer service desk to do things such as redeem points for promotional rewards, Foxwoods wanted to make those services available at the kiosk.
Livewire ultimately developed a software solution that integrated the Wampum Rewards Program with Foxwoods’ Casino Management System and Slot Data System. In addition to being able to swipe their loyalty cards to view point balances, patrons can enter sweepstakes, sign up for events and obtain personalized rewards in the form of coupons and bonus slot tickets.
Digital signage mounted on the kiosks above the touch screen interfaces display advertising and other casino information such as drawing winners and jackpot payouts. Livewire has more than 80 kiosks deployed around the Foxwoods property.
The features being incorporated into kiosks at the casino are being expanded on a regular basis. New functions include wayfinding, food and drink ordering and directing guests to their favorite gaming machines.
“I’m also seeing a little bit of interest in functions such as player registration, where people can register for slots tournaments and things like that,” said Frank Olea, CEO of Cerritas, Calif.-based Olea Kiosks Inc.
Olea Kiosks is a leading manufacturer of loyalty program kiosks for the gaming industry. The company also serves sectors including higher education, government, human resources, retail and hospitality.
“We’ve seen some new card printers come out that offer the ability for kiosks to hold multiple types of cards and have the ability to print a guest’s name on them,” Olea said. “That allows the casino to store different levels of player loyalty cards and then print on those, so the guest doesn’t have to go to customer service to get a new card.”
The appearance of the devices is changing as well.
“Look and feel is changing in the gaming world,” said Liz Messano, sales manager with Las Vegas-based SlabbKiosks. Along with casinos, SlabbKiosks’ customers include government organizations, universities, financial institutions and healthcare providers.
“Big and clunky is becoming a thing of the past, so casinos and such are looking to the kiosk industry to help them with this transition,” Messano said.
And because many casinos are attached to hotels, companies are incorporating kiosk functions geared to guests spending their vacations on the property.
“At MGM Resorts, kiosks help us to enhance our service to guests,” said Mary Hynes, director of corporate communications with Las Vegas-based MGM Resorts International. “At our ARIA and Monte Carlo resorts in Las Vegas, we plan later this year to begin offering check-in and check-out at kiosks as an option for our guests. We also offer Internet kiosks where guests may print their boarding passes.”
The ARIA Resort & Casino and the Monte Carlo are just two of the 14 properties MGM operates in Las Vegas. The company also operates resorts in Mississippi and Michigan, and holds interests in four other properties in Nevada, Illinois and Macau, China.
So with the gaming industry becoming increasingly competitive even as it grows and properties becoming ever more creative in their efforts to attract new patrons, the race is on to develop new self-service capabilities that can be incorporated into the kiosk. The capability of the technology is limited only by the imagination of the people developing those capabilities.
“It’s a mature technology but we get requests all the time for new functions,” Olea said. “It’s probably time that we start looking at making the kiosk do things beyond what they already do. You’ve got the machine and you’ve got a captive audience but it’s time to start expanding their use.”
Editor Note: Las Vegas and the casinos are a big market for the kiosk industry. Some other iterations or examples we would offer would be hybrid player & dealer interactive tablets where the two-sided table offers one view to the player and one to the dealer. This one was for casino in Macao and designed by CTS of Wisconsin. FourWinds Interactive for interactive application.
Certain interactions are a natural fit when it comes to pairing the modern consumer with kiosks and other forms of self-service technology. The case has long been made for kiosks at airports and grocery stores, for example. Another obvious marriage is that between the ATM and the person who suddenly finds herself in need of some cash. In fact, those kiosks are so integrated into our daily lives we no longer even think of them as novel. A world deprived of their contribution would seem primitive.
Here are five benefits deployers can begin realizing the day they connect their Olea ticketing kiosk. For these reasons and others, Olea Kiosks recommends serious consideration of self-service ticketing kiosks for all venues where operators want to minimize—or even profit from—what tends to be the least favorite part of the customer experience. 5 Ways Kiosks Rock the World of Ticketing
Shorter waits. In a recent article published by Olea Kiosks, the author wrote, “Retail kiosks can greatly alleviate long lines, and waiting in line has been shown to be a major factor that can negatively impact the consumer’s opinion of a retail establishment. One study found that waiting in long lines will cause nearly 50 percent of customers to conclude that the business is run poorly, and over 50 percent of consumers will take their business elsewhere if they feel the line is too long.
Larger sales footprint. Most ticket transactions occur either online or at the venue. What if you could sell tickets to hot events at other locations where potential attendees could be enticed to get in on the game (or play, concert or movie) early? Examples include malls popular with teens who could be attracted to ticketing kiosks for concerts, or restaurants where couples often dine before seeing the latest blockbuster. The deployer could be incentivized with a portion of the sales and perhaps even contribute an offer of its own to drive revenue.
More efficiency. The argument here is the same one responsible for hundreds of thousands of businesses investing in self-service technology: It’s more efficient to have one person helping four or five people transact through kiosks than to have having four or five people conducting the transactions themselves.
Re-deployed staff. In addition to increased efficiency at the event’s POS, the deployer can further reap benefits from the investment by reassigning former ticket agents to other guest services roles—as floaters when seating is occurring or to dispense water bottles for people waiting outdoors for amusement rides, as two quick examples.
Utility. Kiosks can be configured for virtually any kind of transaction and to complete it almost any environment. They can be ruggedized to withstand harsh outdoor conditions and extreme temperatures and outfitted with high-bright screens to be visibly in the harshest of sunlight. Peripherals and software enable them to dispense electronically or by printer; to print maps to seat locations; and accept cash or card for payment
Ticketing Kiosk Benefits for Customer Self-Service was last modified: October 28th, 2016 by News Editor