Self-Service Kiosks has developed a cash kiosk (effectively a
touch-screen vending machine) which would seem to have
great potential as an order-taker in fast food restaurants,
sandwich bars and, in fact, a variety of other retail sites.
First signs are that the kiosks can increase sales, reduce
costs and improve speed of service.
The company, which already supplies touch-screen systems
to the foodservice and hospitality industries, has developed a
compact unit featuring touch-screen Xpress ordering software
coupled with a note validator (£5, £10 and £20), coin
mechanism (that accepts all coins) and chip and PIN system for
credit or debit cards.
The customer simply uses the colour touch-screen to build,
possibly amend, and then confirm an order, before making
payment by whichever method. Change is provided and a receipt
given which carries an order number and confirms the content.
The order is automatically transmitted to the
fulfilment/preparation area, and a wall-mounted, constantly
up-dated order progress display keeps customers informed
as to the state of preparation of their purchases. When an
order is fulfilled, the customer is called by order number to
receive the purchases.
There are several obvious benefits with the system, including
the ability to verify exactly that each customer receives what
they have ordered at time of delivery (ie no arguments);
elimination of order queues; faster and accurate ordering - but
at the customer’s own pace; orders are only assembled when
actually purchased; and reduction in staff costs and fraud (no
cash handling).
Hands-on experience proved that Cash Kiosks are very easy
to use, with clear, on-screen guidance at every stage. If a
customer does show hesitation, an automatic speech back-up
cuts in to help in the decision-making or ordering process.
The system is innovative and fun – providing ‘a bit of
theatre’ to the venue – and proves popular with customers.
AV went to see Cash Kiosks in operation at a Burger King
restaurant in a busy shopping mall in Norwich, which has turned
itself over to kiosk ordering for a trial period. Four Cash Kiosks
are in operation, replacing the order queues at the counter.
The kiosks were observed from a distance during the lunch
period, when the restaurant was understandably busy. Clearly,
many regular customers were already familiar with the process,
but even those who were not, had no problem in ordering and
paying for their meals. In a few cases where people were
unsure what to do, a member of staff helped (but without
actually performing the ordering process for them).
With four kiosks, there were no queues, despite it being
quite busy. Having made and paid for their orders, customers
took a seat at one of the tables and waited for their number to
be called at the collection point.
The whole system seemed to work very smoothly, from both
the customers’ and Burger King’s points of view - and the users
really enjoyed using the kiosks. At most fast food restaurants
the atmosphere around the counter area can be manic, and
sometimes even stressful. This is eliminated by kiosk ordering.
Self-Service Kiosks offers Cash Kiosks on rental or outright
purchase. Made in the UK, they can be ‘personalised’ to the site
– the Burger King machines were quite heavily branded.
Machines can be remotely interrogated and updated (for example
revised pricing, special offers, etc) by Self-Service Kiosks which
has a team of 60 engineers available countrywide for problems
that cannot be solved remotely or via the company’s help-line.
This development would give the impression of being an
excellent ambassador for the 21st century vending industry.
The kiosks take money in all its forms, provide a seamless
service, save time and costs for the site operator, are easy to
use, and customers both enjoy and (perhaps most importantly)
have faith in them.
Footnote:
Subsequent to AV ‘s investigation at Burger King in Norwich, a
drive-time DJ from local radio station Vibe FM visited the
restaurant, experienced the innovative ordering system and
described it as “The best Burger King in the world – ever”
This editorial was published by the leading trade journal, Auto Vending Magazine, please visit the website Go to Auto Vending