Why Your Kiosk Needs Ongoing Support and Maintenance
If your company has deployed kiosks, automated retail machines, or other customer-facing equipment for sales or dispensing information, you know what an arduous process it is to go from concept to execution. All along the way, you have striven to keep costs low in every category: hardware, software, manufacturing. By the time your kiosk has been shipped, it’s easy to feel like the job is done. Now that your kiosk is done, it will naturally stand in its destined location, doing its job and performing with robot-like precision for every customer who comes along. Right?
Not so fast.
If you miss the ongoing support and maintenance piece, your kiosk project could very quickly become a casualty in the long list of failed kiosk endeavors that many companies have attempted over the years.
Is that overstating it? Not when you take a step back and look at the overall picture, which is this:
Your kiosk is meant to drive the success of your project.
In other words, the kiosk is a means to an end, not an end in itself. “Having a working kiosk” is not the goal; driving sales, revenue, customer engagement, or brand awareness IS. Your kiosk is just a means to that end.
So if your kiosk stops working, what does that mean to your project as a whole? Is your kiosk a crucial piece of the puzzle in accomplishing the success of the project for your company? Likely it is, and likely you wouldn’t have invested this much time, energy, and manpower into creating the kiosk if it didn’t promise a significant return on investment, compared to hiring a person to do the same job.
It should be a no-brainer to invest in the required support, preventive maintenance, and repairs that your kiosk will need in order to minimize downtime and maximize the successful outcomes that you’re looking for. However, this often isn’t the case. A Fujifilm study found that 65 percent of kiosk deployers did not purchase an extended warranty or service contract for their kiosk, and that there was a certain amount of disconnect between kiosk owners’ understanding of the need for support and willingness to actually implement that support.
Don’t Wait Until It’s Too Late—Be Proactive About Lining Up Support for Your Kiosk
You have many options for how you will support your kiosk. You can send your own internal crew for site visits, installation, repairs, and maintenance. You can rely on the kiosk manufacturer for this (though not all manufacturers offer ongoing support plans). Or you can outsource your kiosk support to a vendor who will oversee your equipment according to your specifications and requests.
Site Services Now! is a field service management company that specializes in the ongoing support, maintenance, and repair of your kiosk. We can handle all the logistics from the moment that your equipment leaves the manufacturing floor, from the initial site survey to installation to periodic visits to emergency field service.
Need a kiosk repair person? Contact Site Services Now to tell us what you need. We can provide a one-time service call as well as ongoing maintenance services for your equipment, anywhere in the United States. You can count on us to take care of your kiosk with a focus on your success.
