In Store Self Service Solution
- 1. In-Store Self Service Solution September 2011
- 2. Why Self-Service Terminals? • Limit queuing time compared with counter service • Assisted selling • Providing hassle-free bill payment services • Providing promotions such as up-selling • Prompting call to actions for promotional activity • Offering additional products & services that are not available in store • Create additional branded points of presence without the investment in a store • To eliminate current issues in E-Voucher sales
- 3. Conditions For Successful SST Op. • Attended area & high traffic flow – Up-time SST – Quick service times regarding swap-outs & problem solving (office hours) – Remote problem solving – Immediate call centre access (transaction-related issues) – Education shop employees (ease of operation) – Integrated sales & bonus programme shop employees – Positioning and design of SST – Marketing & advertisement concept SST (using flat-screens to introduce new products) • Unattended / 24-7 service concept – Extra service 24 hour availability – Solid refund scenario – Optimized call centre access – Positioning and design (steel etc.) of SST
- 4. Self-Service Terminal • Modular set up • Top-quality components • Flexible framework • Excellent service for optimal up-time
- 5. Modular Set-Up • Components are available both in a cabinet (standard or made to measure) or as separate components that can be integrated in a shop wall.
- 6. Quality Components • All components are sourced for durability and low maintenance • Components are based on international standards and are available internationally, which enables a quick rollout • Maintenance can be performed on a components-swap basis for minimal downtime • All components have a minimum of 36 months warranty
- 7. Set-Up May Include • Capacitive touch screen • PC • Note validator • UPS • Barcode scanner • Printer • Card-payment terminal • Second screen for narrowcasting • Router • Physical vending unit • Coin mechanism
- 8. Flexible Software Framework • One core application controlling all components as well as processes • Allows for a flexible set up of the sales process • Changing steps and sequences in applications • Adding and removing of additional applications on the SST
- 9. Payment Solution • Software solution for the control of various payment solutions • Card payment terminals for Maestro, and all major credit cards • Cash payments (bills & coins) • Change giving optional
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- 11. Functionality • Prepaid reload own-use or gift (with gift message SMS option) – PIN (printed / SMS’d voucher code) – Direct recharge • Bill payment • Intake of repair items (Dynafix) • Sales of international credits • Sales of other providers as conversion tool • Sales of other traffic-generating products like iTunes, tickets, gift cards etc. • € 0 SIM + activation + registration • Online sales of catalogue items (accessories) (Dynafix long tale catalogue) • Loyalty • Sales of hardware (SIMs, surfsticks, phones)
- 12. Possible E-Service Extensions • Repair management (Dynafix solution) • Defining problem (description) via decision tree • Take-in via ticketing system • Pick up of repair units by UPS • Tracing & tracking in shop • Info services • Info on pre & post-paid offers • Cross selling / marketing actions of branding partners (co-financing model) • Customer survey • Measuring customer satisfaction immediately after transaction • Quick Survey – receive instant feedback on customer surveys
- 13. Possible E-Service Extensions • Bonus award for existing customers (increasing ARPU) – Happy hour mechanism • Customer can get double top-up at predetermined time slots • Spread shop traffic – Member get Member • Customer can print a gift voucher to get extra top-up for a friend which gives him a bonus too (increase shop visits and ARPU community) – Loyalty top-up • An intelligent system which keeps track of use of the SST and its users • A system which can apply certain business rules to increase top-up / ARPU for customers frequently visiting the particular T-Mobile shop – Couponing with brand partners (cross promotions)
- 14. Possible E-Service Extensions • Lead generation – Postal-code / street / age check • To move a prepaid customer to a post-paid subscription • Get marketing data from prepaid customer • Stock management – Prepaid hardware outlet • Special button for old stock with special offers (not available in shop any more) • Loyalty based – Reservation systems for loyal customers (iPhone waiting list) • € O SIM cards – Can be activated/ registered via touch-screen (internet based) – Top up can be bought via SST immediately