2013 is virtually here – part 2

manual call forward queuing

Last week, we started looking ahead to 2013 and counting down those solutions that the Tensator team believes will be making waves in terms of queue management and the customer journey next year.

We began at number three by taking a look at Virtual Queuing, and now it is time to reveal the runner-up in our predictions countdown.

2. Multi-Service Machine (MSM)

Here at Tensator, we have earmarked the MSM as a ‘must have’ to help enhance the performance of businesses and reduce costs.

The flexibility of the MSM means that it has the potential to work across a variety of sectors, including retail, travel, postal, utilities and landline telecoms. Put simply, it can be used anywhere that simple, low cost, repetitive payment transactions are made.Multi-Service Machine

To demonstrate why we believe the MSM is so effective, we have decided to focus on its use in the retail sector and, in particular, the benefits it can offer mobile network operators when it comes to purchasing mobile phone credit.

Industry research shows that around 70 per cent of mobile phones in Western Europe operate on a pre-paid basis, whilst in the USA, the number of non-contract mobile phone users has reached a record high. Whichever way you look at it, customer demand for mobile phone top-ups is still strong.

The problem is that the industry does not see it as very lucrative. Mobile phone retailers would rather be spending time discussing more profitable contract options with customers, whilst supermarkets and convenience stores often see the sale of ‘top ups’ as time consuming with very little return.

We see the MSM as presenting a viable solution to these issues. It is designed to allow consumers to purchase prepaid cards, SIM cards, games and other media, without having to deal with a member of staff, thus freeing them up to focus on higher value transactions.

Payment can be made via coins, notes and credit or debit cards, making it a quick and efficient process for the customer.

Here is a summary of the main benefits of the MSM and the reasons why it is the runner-up in our 2013 predictions countdown:

Cost savings – Reducing costs is top priority for most businesses at the moment and this is the main reason why the MSM features prominently in the countdown. Repetitive and low cost transactions are more profitable if serviced by a MSM product. Taking mobile networks as an example again, top-ups can be provided via an on-screen code, offering a dramatic saving when it comes to the printing and distribution costs associated with cards. Batches of physical cards are also more susceptible to getting lost or stolen, so the MSM helps to improve risk control.

Sales increase – The MSM frees up sales teams to focus on more added-value transactions. There is also the option of having a MSM installed on the outside wall of a store, opening up the opportunity for 24-hour availability. The flexible nature of the MSM means that it can be installed in a variety of locations, including airports, train stations and shopping centres. Data capture is also a major plus. So, for example, mobile networks had no ability to track who buys which cards, how frequently and in what denominations. As the MSM allows for data capture, this information can be stored and used for up-selling and promotional activity.

Brand promotion – the MSM can be customised to reflect the client’s branding and used to highlight specific products, promotions and campaigns. With decreased waiting times, customer perception of the brand is heightened too. If the MSM helps to reduce the need for printing, the green credentials of the business will also receive a boost.

The technology, uses and benefits of the MSM are too numerous to go into the finer detail here. For more information about the solutions feel free to get in touch with a member of the team at your closest Tensator office.

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