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Kiosk Industries
When deploying a self-service kiosk or retail display program, the process of installation can include many parties, from the OEM manufacturer to the freight company and installers.
The final step of a roll out, installation plays an important role in ensuring kiosks or displays are successfully set up on site. Common questions regarding installation frequently come up, including how the process works, what to look for in a dependable installation company, and what services the install company is responsible for.
We sat down to learn more with Jenny Drexler, Director of Business Development and Erin Denney-Thompson, Director of Marketing and Communications at Burroughs, Inc., North America’s largest independent service provider for the full lifecycle management of payment and transaction automation, unattended self-service technology, robotic automation systems, and other connected IoT technology. As part of their full lifecycle service and solution portfolio, the company provides installation support for kiosks and retail displays.
When planning a kiosk or display program, an installation company should be brought into the process early on. Not only does this help with project scope and budget planning, but establishing an initial partnership allows for ordering parts and software promptly, checking schedule availability, and more – all factors that contribute to timeliness and an overall better customer experience.
This also allows for any potential risks or challenges to be identified that could impact the delivery roadmap, like site surveys, which are crucial for a successful installation. A poorly conducted site survey is a leading cause for delays or a failed installation, explains the Burroughs team.
In addition to site surveys, an experienced installation company will offer standard services like, project management, service technicians, in-house technical support, rigging, and other professional services like bringing in live training and tutorials to ensure staff personnel and key operators know how to use the technology in the environment to increase customer experience and ROI.
After detailed requirements have been captured, the installation company can move forward with outlining the full scope of the project and assign a project manager to oversee the process.
From there, the installation company must receive any parts or software necessary to begin the process and schedule coordination with those on-site, such as the rigger, technician, or management. Scheduling coordination doesn’t simply refer to setting installation dates, though. It also includes what closing procedures must be met, such as supplying photos or other documentation of the final installation.
A detailed plan will ensure kiosks or displays are set up to the client’s requirements at their different locations.
Installation companies like Burroughs offer full lifecycle service and have experience in technical support, including an extensive knowledge of all operating systems, basic networking, software, and electromechanical skills.
“A reputable installation company should demonstrate that they have the proficiency and in-house technical acumen to support and deliver comprehensive services, regardless of device type,” Denney-Thompson adds. “They should also have the ability to leverage technology with a digital-first mindset in order to deliver consistent outcomes, higher uptimes, and top-notch customer experience.”
Ideally, the company will also have compliance knowledge on the Payment Card Industry (PCI), the Americans with Disabilities Act (ADA), and Direct-Attached Storage (DAS) security, as well as hold an SOC 2 Type II Certification, which involves the security and storage of client data.
When researching installation services, make sure the company also has extensive experience along with a breadth of service capabilities and in-house support teams for technical support, training, project management, customer success, and depot repair.
In addition, Drexler says, the company should “possess an in-depth knowledge and understanding of the intricacies involved” in devices being used.
She explains, “Partnering with a single provider who offers a range of services, has an expansive geographic footprint, and access to vast parts supply networks are invaluable. Not only does this reduce project complexity and the need for multiple vendors, but this promotes scalability, increases operational efficiencies, and leads to higher first-time fix rates.”
For display and kiosk installation services, the matter of cost is likely to be one of the first things addressed. However, pricing will involve multiple factors.
While the budget for installation depends on the services employed, the Burroughs team notes there are other key factors that affect the cost, including work effort, number of units going into a location, project management requirements, vendor management, time to completion and any expedited requests, resource requirements, and lead time of equipment and/or products to a site location.
The sooner into the process the installation company is brought in, the sooner the services can be approved within the client’s budget.
What does an installation company need from the manufacturer to make the install go as smoothly as possible?
Clients provide the display or kiosk manufacturer with a complete list of locations, including store or site names, addresses, contact names, and phone numbers, as well as the dates the kiosks or displays must arrive and be installed. The clients will also deliver a floor plan per location, indicating where units must be placed.
The manufacturer then organizes the installations by coordinating logistical needs like speed of delivery and transport type. They then work with specific sites to arrange scheduling for install teams to arrive. In the end, OEM manufacturers are active liaisons between clients and installation providers, helping to keep communication open so things go as planned.
Some of this communication includes relaying specific information to the install company to help the process go smoothly. This involves the following: device and equipment specifications, site surveys, installation guides and resources, customer or in-house tech support to field questions, a very detailed and well-defined scope of work and expectations, training materials, and OEM delivery of equipment for installation.
The process of employing an installation team to set up display and kiosk programs is a smart decision for brands and clients looking to streamline deployments. Look for reputable full lifecycle service companies and get them involved early in the process, to ensure a seamless transition from installation to post installation services.
Between the OEM manufacturer and a trusted installation company, the process of rolling out a program can be smooth from start to finish.
