Tag Archives: Advice and knowledge

Self Service on the Rise: Speed and Convenience

Several recent industry reports and surveys tracking self-service trends have seen a jump in the use of automated self-services.  According to an infographic compiled by 1-to-1 Media, “Self-Service is a growing global trend that’s helping customers to get the optimal experience they’re looking for more quickly.” 

With the advancements made by each technologically savvy generation, there is a growing consumer need to be able to help themselves, manage their purchase, and see more immediate results.  They also have a higher expectation for more self-service offerings whether at retail outlets, banks, supermarkets, post offices, medical facilities, pharmacies, motor vehicle departments, airports, seaports, hotels or train stations – virtually anywhere.   

With this in mind, the time is ripe for each of these vertical industries to examine which of their offerings can in fact benefit from being turned into an automated self-service operation that will successfully and happily get customers what they want in an expedited manner – where they are ensured a quick, fair and successful transaction.

When looking at service offerings that can be automated here are some points to consider:

  • Is the transaction something that is needed 24 hours a day – or could self-service automation enable it to be offered 24 hours a day?
  • How long does the average transaction take when handled by staff?
  • How long would the average transaction take if automated?
  • How long is the waiting period on average to service a customer?
  • How much time would be saved if the service was automated?
  • How complex is the transaction you are looking to automate?
  • Can you realize cost-savings by enabling customers to help themselves?
  • Will your customer experience/customer journey improve as a result of self service automation – will your offer be competitive, attracting customers?
  • Do you have additional upsell opportunities as a result of self service automation?

If you are pondering these questions, you are not alone. Consider talking to a Tensator self-service automation specialist to understand your options. Contact Tensator today.

 

Sequestration’s Effect on Airport Queuing

It’s just been implemented and already the effects of sequestration have hit hard.  Lines at major airports have ballooned to 150-200% their normal size, creating delays and headaches for many travelers. According to the Customs and Border Protection agency (CBP), at John F. Kennedy International Airport (JFK) in New York, there were approximately 56 flights with wait times in excess of 2 hours, and 14 flights over 3 hours. Miami International Airport (MIA) reported 51 flights over 2 hours, and 4 flights approached/exceeded 3 hours – all uncharacteristic wait times and a result of reduced staffing.

The consequences of sequestration are only expected to worsen as federal departments implement furloughs and hiring freezes as we head into the busy summer travel season.

While travelers have been advised to get to their airports earlier, there are some other immediate proactive considerations that can be cost effectively implemented to help reduce or ease wait times:

– Deploy Virtual Assistants to deliver highly visual and attention capturing information to deliver clear, consistent messaging to effectively direct and ensure passengers understand all the information they need to know at either boarding, customs or security to improve efficiency, passenger flow and their overall airport experience.   

– Leverage automated queue management systems to determine the best, most effective queuing configuration based on current airport conditions.

– Implement display and signage, post and rope, Tensabarriers® and Single Line Queuing to ensure maximum airport efficiency in getting passengers to where they need to be, keeping them informed and increasing the speed in how passengers get served.

By putting in place these proven queue management solutions, the effects of sequestration as they pertain to long lines can be significantly minimized.  To request a meeting with a queue management specialist please contact Tensator.