How to use self-service technologies effectively?
Want to stay competitive? Afraid of being left behind? Don’t hesitate to keep up with the latest technologies. One of the innovations that is evolving and gaining momentum is self-service. The pandemic period has shown how important it is to adapt. Self-service has become the salvation of the customer service sector. It has also been successfully integrated and popularised worldwide.
Self-service – what is it?
This makes it much quicker and easier to order the services you want. Self-service technology allows you to, for example, book a hotel room, a parking space, a bike, a kayak or a tennis court on your own. All you need to do is use special apps and a QR or PIN code.
One of the biggest breakthroughs in this field has been made by AirB&B, which has enabled thousands of home, room and cottage landlords to sell their services to people around the world. This is done through websites with full information on services and prices, and online locks that allow the customer to access the hotel building and the rented room and unlock the entertainment equipment of their choice, using a QR/PIN code or e-ticket on their phone.
Does your customer really want a direct connection?
Some traditional service providers believe that their customers are used to direct service and communication. But do people really want that? The generation older than 45-50 may still value standardised service. Younger people avoid phone calls and long correspondence. They are used to simplicity and speed – a couple of clicks and the order is done.
According to a global survey by McKinsey & Company, by the end of 2022, 58% of customers worldwide will have used a digital method of communication, compared to only 36% in 2020.
Contactless guest service is rapidly gaining popularity in hotels. So if you have a hotel or room rental business but ignore self-service, you could be missing out on some customers.
A 2023 survey by Oracle and Skift showed that both guests and hotels agree that contactless payments are the most convenient. More than 60% of hospitality executives worldwide said that contactless systems for all major service transactions, including check-in/check-out, food and beverage, room keys, spa services and entertainment, will become one of the most popular technologies to be implemented in the next three years. In addition, the self-service model is considered by many respondents to be the most important.
What are the main advantages of self-service technologies?
- Speed and efficiency. Modern technology can process information much faster and more accurately than humans, and faster service means shorter waiting times, fewer mistakes and less hassle for guests. Not to mention a faster check-in process.
- Reducing costs. We recommend calculating whether it is worth it for you to pay staff for simple, repetitive tasks. Modern, automated service management systems help guests check in independently. This saves time and reduces the need for manpower. By installing additional sensors and integrating them with security systems, you can automate the monitoring of the facility and receive automatic notifications of power or internet outages, plumbing and heating system failures, damage to premises and equipment, unauthorised use, etc.
- Convenience. Self-service gives customers more control over their stay, giving them the flexibility to complete tasks themselves, rather than waiting in line or even abandoning services before they arrive.
- Better service. By automating basic, repetitive tasks, self-service software frees up staff to provide more meaningful and personalised services. An automated system allows you to schedule the preparation of rooms or equipment for a specific time and control the work of staff.
- More income. More advertising channels, automated messages such as the offer of an additional sale or the possibility to pre-order additional services can increase revenue. Self-service software can help you work with your customers: providing discounts for next visits, birthday greetings, preparing promotional campaigns, providing analytical data to improve business efficiency, etc.
Using self-service systems for accommodation
When staying in a hotel or farmhouse, or renting an apartment or holiday home in a nature reserve, guests usually need to hand over the keys and take them back. This is a frustrating process for both customers and service providers.
Want to avoid this process? Use e-locks. They come in many different types and models, but the key feature is that they can be unlocked electronically (with a PIN or QR code, with an e-card or simply by holding your phone), not just with a mechanical key. They can be installed in new buildings or to replace old locks. The most common locks are battery-operated and last 1-2 years. For new buildings or major renovations, a hard-wired power supply system can be installed without the need to replace batteries. An internet connection is required to operate the locks remotely. Additional Bluetooth, WiFi, LoRaWan adapters are used to automatically receive customer orders wirelessly from the reservation system. Fully online locks are also available with a SIM card inside.
Hotel Self-Service System access to the building, floor, room:
Hotel Self-Service System passage to the building, floor, room, additional sports courts
Self-service laundry – card-controlled Siemens washing machines and dryers
a system for festivals and similar large events – at the International Children’s Sports Games in Kaunas, the cards were used to access dormitories, the swimming pool, buses, meals
If a stronger door is used for the main entrance, then separate electromagnetic dampers controlled by external PIN, QR or card readers are installed. If required, the readers can be equipped with an intercom function, which allows the customer to communicate with a smartphone (app to be installed).
Using self-service systems for entertainment
Are you an entertainment service provider? Do you want to serve your customers as smoothly and quickly as possible? Take advantage of self-service systems. They are ideal for theme parks, tourist attractions, water activities, etc.
The systems are easily adaptable to stadiums, tennis courts, basketball courts, saunas, padel tennis and golf courses.
self-service tennis courts
For mini-head sticks
Boats, pedal boats, paddleboards, mini-boards and kayaks can be easily connected to the self-service system.
Self-service for kayak rental
wakeboard rental
minima paddleboards
electric paddleboards
pedal rowing boat
Rent toys for children? You can also set up a self-service system.
Do you have a winter sports equipment rental business? Simplify the customer service process with a self-service system.
self-service ski rental
For amusement parks, we recommend a self-service ticket control system integrated into the entrance area. These can be full or half height turnstiles, gates with e-locks controlled by external PIN, QR or card readers. This equipment normally requires electricity and internet access.
Various e-locks are recommended for self-service management of entertainment equipment. The most commonly used locks are battery-operated and can be unlocked not only with a mechanical key, but also electronically (PIN or QR code, e-card or simply by holding the phone). The locks are remotely controlled and require a 5/4G internet connection, Bluetooth, WiFi, LoRaWan technology. This ensures automatic acceptance of customer orders from the reservation system.
Using self-service systems for parking
You would probably agree that in order to provide quality service to customers, it is important to take care of their transport? The reservation system offers you the possibility to book parking and/or charging of your electric car (for an additional fee). You will need to install access control equipment (a barrier or gate) at the place where the service is provided, controlled by PINs, QR code readers or CCTV cameras (which open the barrier automatically on arrival, after you have entered your car number in the booking system). Individual parking reservations are also possible (the mini-barrier is controlled by phone or the customer is issued with a bluetooth identifier).
parking is integrated with the hotel’s payment system (free for hotel customers and staff)
paid parking (pay by QR code, SMS, Internet, card)
controlling limits for groups of parking users
self-service parking for individual spaces
The self-service system ensures that bicycles and scooters are stored safely in designated areas.
The self-service system can be adapted for disabled persons if required.
Conclusions and recommendations:
- Modern technology allows the self-service system to be efficiently adapted to the provision of accommodation, entertainment and parking services. In addition, advances in artificial intelligence will further expand the provision of unmanned services.
- Self-service is more convenient for customers, as they can see available services and times at any time, book them, and arrive at any convenient time. They don’t need to buy equipment and transport it to the venue. Modern digital technology processes information much faster and more accurately than humans, and faster service means shorter waiting times. Fewer mistakes – less hassle.
- Self-service benefits service providers by creating additional advertising channels, eliminating the need to interact with customers by making reservations and accepting money, greeting them, issuing keys or equipment, and monitoring their return. The simplified process increases revenue and business profitability. It can also save labour costs by reducing the need for labour. Want to automate your business processes more efficiently? Integrate a monitoring system that sends automatic notifications about power or internet outages, plumbing and heating breakdowns, damage to premises and equipment, unauthorised use, etc. By automating tedious tasks, you’ll empower your staff to provide more meaningful and personalised services. Self-service software also serves your customer service (providing discounts for next visits, birthday greetings, preparing promotional campaigns, providing analytical data to improve business efficiency).
- It is important to consider that the implementation of a self-service system, like any other new technology, may have various nuances (training of employees for the new business model, integration into the business management and accounting system, reliable internet connection), so it is advisable to consult with specialists.
Interested? Ready to automate and streamline your customer service processes? Get in touch now. Our competent specialists will help you choose and install modern systems. You’ll achieve much better results.
Respectfully,
UAB “Acoris”
Director Albinas Bačiliūnas
Tel. +370 655 36062
Raudondvario pl. 106, LT 47182 Kaunas
