KioskMarketplace How-to Guide The Importance of Uptime: Creating a Strong Maintenance Program
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Overview
| Table of Contents
| Introduction
| Free Download
Companies and organizations of all sorts have discovered the benefits of kiosks. They are a proven tool for reaching new customers, training employees, enhancing service to existing customers and performing a myriad of tasks. Unlike staff members, they don’t get tired, need to take lunch breaks, or ask for vacation during peak times as they promote products, provide information, dispense tickets or permit Internet access.
Unfortunately, though, kiosks aren’t indestructible. They do require maintenance to stay in good operating condition, and it’s important that a kiosk be up and running when a user approaches it. A down kiosk has far-reaching ramifications, especially in terms of customer relations.
Not only will the person who attempted to use your machine have a poor experience (and be unlikely to return to try the device again), but he will associate the malfunctioning kiosk with the company that deployed it. Your company. A good customer experience is essential for repeat usage and a successful deployment.
Consumer acceptance of technology is inextricably tied to confidence — confidence that the device will actually work and that using the machine will save time and offer more options than the transaction would without it. When any of those factors don’t prove to be true, the customer’s confidence is eroded and the success of the deployment is at risk.
A strong maintenance program begins before the kiosks are even deployed. Site surveys and pre-installation preparations can help prevent headaches down the road, while custodial and preventive maintenance can eliminate problems before they arise.
Kiosk maintenance doesn’t have to be an albatross. Managing it requires planning ahead and realistically evaluating how well equipped one’s company is to handle the challenge alone, or whether contracting with a third-party service provider is the way to go.
To help you better understand what’s required in keeping kiosks operational and the benefits that a third-party maintenance provider can offer, we’ve produced this guide. Among other topics, you’ll find information about pre- and post-deployment maintenance issues, options for monitoring deployed kiosks and response time management.
KioskMarketplace would like to thank Diebold Premier Services, a North Canton, Ohio-based service provider of kiosks and ATMs, for sponsoring this guide. The company’s generosity brings this guide to you at no cost.
Download "The Importance of Uptime: Creating a Strong Maintenance Program"
Overview
| Table of Contents
| Introduction
| Free Download
| 
