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1 KioskCom Tech Talk Keeping your Self-Service Systems Running: Kiosk Remote Management Demystified Robert Ventresca Netkey Inc.
1KioskCom Tech Talk
Keeping your Self-Service Systems Running: Kiosk Remote Management Demystified
Robert Ventresca
Netkey Inc.
2KioskCom Tech Talk
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 Kiosk!
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Don’t Let This Happen To Your Kiosk!
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Don’t Let This Happen To Your Kiosk!
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Don’t Let This Happen To Your Kiosk!
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Don’t Let This Happen To Your Kiosk!
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Don’t Let This Happen To Your Kiosk!
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Don’t Let This Happen To Your Sign!
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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.
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Analyze
Deploy/ Disseminate
Monitor
Manage
Secure
Business Owner IT Owner
Analyze
Design
DigitalSigns
Kiosks
HandheldsPOS
Terminals
Optimize
Apps & Data
The Self-Service Management Workflow
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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
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Remote Management Configuration
PingsEvents
Alerts
Management Server
AdministrativeDesktop or Portal
CommandsContent
Statistics
Content
Properties
Devices
Data
Business
Access
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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
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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
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Remote Monitoring
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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.
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Content Management Capabilities
• Management– Download Schedule– Effective Schedule– Repository– Versioning with effective dates
• Distribution– Compression– Delta-Byte detection– Bandwidth limiting– Peer to Peer sharing
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Content Management Capabilities
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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
Group
Self-Service Devices
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Agent Framework
Agent Framework
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
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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
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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
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Sample Report: Usage by Function
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Sample Report: Kiosk Transactions
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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?
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Summary
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Thank You!
www.netkey.com
Visit Netkey in the Exhibit Hall at booth # 801
