KIOSK Information Systems

BACKGROUND

Introduce your business and what you do there.

I’m the COO of an automated retail company, and our main business is commercial massage chairs. Our products are usually found in airports, malls, trampoline parks, and travel toll plazas. We operate about 10,000 commercial massage chairs throughout the US, Israel, and Canada. 

We’ve also added a rental kiosk to our portfolio. We have around 150 units placed in multiple mall locations. In addition, we have an e-commerce brand for retail massage chairs and small items such as massagers, percussion guns, and recovery devices. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with KIOSK Information Systems?

We hired KIOSK to do custom software and hardware development. 

SOLUTION

What was the scope of their involvement?

KIOSK built all the hardware for our stroller rental system, although we didn’t buy any of their off-the-shelf offerings. The hardware included everything from the paint to the metal tubing. They also built the kiosk component of it, including integrated touchscreens. Simply put, they handled everything from the software to the hardware. 

The process started from the ground up. We first designed the hardware, and then we wrote the code. Our team sat with their hardware and software engineers to manage all the project’s requirements. To be clear, they didn’t build any custom components for us. Rather, they integrated components to our custom system from other solutions they previously built.

In terms of the software’s functionality, the platform allowed users to rent and then return a stroller. The integrated the bill validator and credit card machine we wanted to use for the system. They primarily used Xamarin to build the custom app. If the user had an issue with a stroller, they could re-dock it before their rental timer was out. They could tell us about the issue, and then they could select another stroller.

At present, KIOSK provides two-part maintenance service. One is for the hardware; they have a field service that can go out and replace components for us. On top of that, they also handle issues with our POS and credit card readers.  

What is the team composition?

We have 3–5 main points of contact, including a project manager and a sales representative. Then, they filter down into their engineering teams and software engineers. I also personally deal with KIOSK’s CEO and CFO for other issues. 

How did you come to work with KIOSK Information Systems?

A company wanted to do a custom solution on their own. However, they came across us and decided to work with us to finish the project. We found KIOSK through their recommendation. 

How much have you invested with them?

We’ve invested more than $5 million in their services. 

What is the status of this engagement?

We started working with KIOSK in February 2018, and the partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Our business has a sound concept, and we plan to expand it across the US. I don’t have any historical basis to say whether KIOSK has increased our average rental income, but I can say that our relationship has been successful. To put a number to my satisfaction, it’s at 90% — they’ve met my expectations. 

How did KIOSK Information Systems perform from a project management standpoint?

KIOSK has been willing to continually work with us on a budget for a custom project. When some things don’t go according to plan, they put in the effort to make things right. In other words, they recognize the value of working with our concept in terms of our market and ability to expand the business. To communicate, we use Teams and calls. Overall, there have been some bumps on the road, but they’re nothing that we can’t overcome. 

What did you find most impressive about them?

They’re willing to work on custom projects. Not many teams do this. In fact, I know of a couple of other companies that would’ve flat out turned down this project. By contrast, KIOSK is willing to take on our project. 

Apart from that, their workshop and requirement process truly helps clarify what the true ask is. It’s the main reason why our project has been as successful as it has been. 

Are there any areas they could improve?

As good as KIOSK is in terms of requirements, they could do better in pulling together our manufacturing and software schedules. Both of these things should be done in parallel; they should narrow down the gap between these timelines. 

Do you have any advice for potential customers?

Prepare your requirements and have an open mind. Put yourself through the process — invest in the scoping and requirement development processes. It’s all in the front line.