Sheffield, United Kingdom (PRWEB) September 12, 2012
The aim of Genkiosk’s covert mission to Dubai was to analyse customer trends and predict the future requirements of the industry and how kiosk software can facilitate those changes. A great many interesting and enlightening discussions were had. Here are some of our findings…
Typically, a remittance customer is a member of what is known in the industry as the “under-banked” i.e. they have little or no access to a bank account or credit card. What is clear from our time spent with these users is that they are generally extremely thrifty and are obsessive about getting the most from their money. For them the big benefit of using self-service is that it facilitates their need to shop around for the best rate. We saw customers going from one kiosk to the next checking the remittance charges and exchange rates before selecting the one that gives them best value for money. For the remittance companies this means it's vital to keep their rates competitive and they are very aware of this fact. (One of the Genkiosk features that supports this practice is the ability to distribute revised rates simultaneously across all kiosks. This is certainly better than phoning your branches one by one!)
We spent a lot of time with several of our existing customers and were keen to know what they would consider the unique selling points (USPs) of their kiosk operations. “For us it’s all about giving the customer choice” says Bernie Hanford of K-Bank, “when customers approach our kiosk they have a choice of 6 or 7 different remittance providers to transfer with”. Other companies are pleased with the way they can keep their customers informed (through access to previous transactions and other info) and that their customers feel more in control as they manage their transaction themselves and at their own speed.
From spending time with some of the more entrepreneurial remittance companies, we picked up on some interesting future developments. Providers have spotted a need for users to be able to specify where their payment goes. For example, a migrant worker in Qatar might have an elderly relative back in the Philippines who is not well enough to go to the remittance shop to collect their money and then walk over to the electric board to pay their bill. The UAE-based worker might therefore wish to pay their relative’s bill directly via the kiosk to ensure that their electricity supply continues uninterrupted.
Our conclusions from this research mission are clear:
1) Kiosks offer the customer greater choice as all the remittance providers are displayed in one location
2) Kiosks mean more competitive transfer rates; operators are able to react more quickly to market fluctuation
3) Kiosk providers can offer a value-added service, a more convenient way to transfer money
4) Kiosks keep customers better informed and in control of their remittance
Genkiosk has seen self-service kiosks growing hugely in popularity over the last few years. The kiosks are simple and fast to use. Availability is high (up to 24 hours a day) and they often remove the need for customers to stand in line or wait for human assistance.
The result for end users: they get what they want - quick and easy.
Long established in North America and Europe, high growth areas in recent years have included the Middle East and the Pacific Rim. Examples include the UAE and the Island of Fiji, where Genkiosk is already well established
Genkiosk was first developed in Europe, and has now gone global. Location is no longer critical to taking full control of self-service estates, as James Oladujoye, CEO of GWD Media explains: “Going into the Cloud – where Genkiosk computer services are delivered remotely regardless of global region – has transformed our business. Customers everywhere deserve (and demand) the very best. Nowadays, why should it matter which part of the world you are in, as far as software services are concerned? Our new clients everywhere will enjoy the latest and the best – just like our existing customers in Dubai, London, Seattle or wherever.”
Genkiosk, from GWD Media was first developed to run and manage pay-as-you-go Internet kiosks. It has now grown to cover the full range of self-service applications.
GWD Media is headquartered in Sheffield, UK, and operates worldwide.