Keeping your Self-Service Systems Running: Kiosk …...Expo Hall Booth #801 KioskCom Tech Talk 4...

transcript

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Keeping your Self-Service Systems Running: Kiosk Remote Management Demystified

Robert Ventresca

Netkey Inc.

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Agenda

• About Netkey

• Why Remote Management?

• Don’t Let This Happen To Your Kiosk!

• The Self-Service Workflow

• The Components of Kiosk Remote Management

• Summary

• Q & A

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About NetkeyAbout Netkey

Recognized leading provider of enterprise-class applications and management software for self-service kiosks and digital signage

Industry standard: Over 70,000 kiosks and screens across 400+ clients

– 25 of Top 100 Retailers (STORES Magazine)– 16 of Top 100 Banks and Credit Unions– 16 of Top 100 Brands (BusinessWeek)– Leading Digital OOH ad network: 5,600 screens

Over 1 million people view digital signs powered by Netkey each day, and over 3 million people conduct transactions on self-service kiosks powered by Netkey each week

Holder of 3 patents core to kiosk software technology

Expo Hall Booth #801

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Netkey Customers

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Why Remote Management?

“A dead kiosk equals a loss of revenue. If a project has one kiosk or 10,000 kiosks there is a need for management. I simply can’t think of a reason not to have it.”

– Francie Mendelsohn, Summit Research Associates

• Customer Satisfaction• Sales and Marketing Execution • Customer Confidence• Brand Dissatisfaction• IT Workload

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Don’t Let This Happen To Your Kiosk!

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Don’t Let This Happen To Your Sign!

Remote Management

Device is down if user can’t execute intended function of kiosk.

• Kiosk unplugged• Printer out of paper• Dialog box/system message stops user activity• Out of date content or components• Application or OS crash• Broken peripheral (bar code scanner, etc.)• And many more issues…

Remote management provides visibility into kiosk problems.

Analyze

Deploy/ Disseminate

Monitor

Manage

Secure

Business Owner IT Owner

Analyze

Design

DigitalSigns

Kiosks

HandheldsPOS

Terminals

Optimize

Apps & Data

The Self-Service Management Workflow

Analyze

Secure

Business Owner IT Owner

Design

DigitalSigns

Kiosks

HandheldsPOS

Terminals

Optimize

Apps & Data

Remote Management Capabilities

Analyze

Deploy/ Disseminate

Monitor

Manage

Remote Content Deployment

Remote Diagnosis

Remote Recovery

Remote Data Collection

Remote Management Configuration

PingsEvents

Alerts

Management Server

AdministrativeDesktop or Portal

CommandsContent

Statistics

Content

Properties

Devices

Business

Access

RemoteRebootAlerting

PeripheralStatus

Kiosk Uptime

• Real-time, at-a-glance view of device and application operational status

• Accurate problem alert with e-mail and pager notification functions

• Remote diagnosis and repair of devices and applications

Remote Monitoring

ObservationOn average, 20% of all devices are simultaneouslyexperiencing varieties of issues

0 to 2 days0 to 1 day0 to 1 dayWith Monitoring

4 to 10 days1 to 3 days3 to 7 days **Without Monitoring

Total Downtime

Time to Repair

Time to Detect

** usually longer when there are other healthy devices present

Remote Monitoring

Content Considerations

• Some if not all kiosk application content may reside locally on the kiosk– Attract loops– Menu and navigation screens– Localized information: branding, product information, pricing, etc.– Rich media: video, audio, animations

• Schedule updates of the application and interface in response to:– New or expanded product offerings– Enhanced advertising opportunities– Geographic preferences– Changing market conditions

• Manage content process via single administration screen and centralized database. Automate the delivery of new content to one, or thousands of devices.

Content Management Capabilities

• Management– Download Schedule– Effective Schedule– Repository– Versioning with effective dates

• Distribution– Compression– Delta-Byte detection– Bandwidth limiting– Peer to Peer sharing

Content Management Capabilities

Content Management Process

Schedule

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1. ConfigureInterface & Security

2. UploadInterface & Security

3. DeploySchedule Interface & Security deployments

Existing or New

Applications and Content

Profile

Self-Service Devices

Agent Framework

1. Do you have mothersday.avi?

2. No, ask others

4. No. I am getting it from Manager. Ask me later

Store or Enterprise

Server

Web Application

Server

3. Do you have mothersday.avi?

Master Agent

“Smart” Content Management: Peer-to-Peer

Reporting

• Improve management of self-service network

• Report on status and success of program

• Learn more about your customers (usage, preferences)

• Enhance multi-channel marketing and self-service delivery strategies

• Make informed business decisions; track revenue and ROI

Reporting: Example Reports

• Top 50 URLs Accessed• Average Time per User • Average Usage/Users per Day • Time and Length of Interaction• Total URL Clicks• Total Usage• Total Users• Usage Summary• Users per URL• Transactions• Ad & Content Rotation• Custom Reports

Sample Report: Usage by Function

Sample Report: Kiosk Transactions

Other Considerations• Application Design

– Ability to capture user activity– Separate management and the application

• Security– Defense against the operating system and other programs– Remotely update security policies– Remotely apply system patches and update virus definition files

• Scalability– Ensure devices are good citizens on the network– Multiple Projects/Growth

• Project success• Device proliferation (Digital Signage and POS)

• Architecture– Lightweight Agents– Network topology agnostic

• Licensed or SaaS?

Summary

Thank You!

rventresca@netkey.com

www.netkey.com

Visit Netkey in the Exhibit Hall at booth # 801

Keeping your Self-Service Systems Running: Kiosk …...Expo Hall Booth #801 KioskCom Tech Talk 4...

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