Self service kiosk vs the trade counter
A self service kiosk is not there to replace your counter team. It handles the routine and the overflow so your people can do what they do best. Here is where each one wins.
Two things that work better together
The trade counter is where relationships are built and complex jobs are solved. It is also where simple, repeat questions and quantity lookups eat into your team’s day and where a queue at eight in the morning costs you sales.
Otis Depot takes on the routine and the overflow, so the counter is freed for the work that needs a person. The kiosk and the counter are stronger together than either is alone.
Where each one wins
Kiosk: routine orders
Quantity questions, repeat lines and click and collect, handled instantly.
Kiosk: the queue
Serves the overflow at busy times so nobody walks out.
Kiosk: consistent upsell
Suggests associated products on every order, every time.
People: complex jobs
Advice, specification and problem solving that need experience.
People: relationships
The account conversations that keep trade customers loyal.
Together
The kiosk clears the routine so your team focuses on value.
Common questions
Will a kiosk replace our counter staff?
No. It handles the routine and the overflow so your team can focus on advice, specification and relationships.
What if a customer needs a person?
They still have your team. The kiosk takes the simple work, not the complex conversations.
Does it help at peak times?
Yes, that is where it earns its keep, serving the queue so demand is not lost.
Is it hard for customers to use?
No, they just ask in plain language, the way they would ask a person.
More on Otis Depot
See what Otis would capture for you
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