Problem

Red Funnel Isle of Wight Ferries, operating between Southampton and Cowes, needed a bespoke self-service ticketing solution to improve its customer service. Many of Red Funnel’s customers prefer to buy their tickets on the day of travel, which often resulted in long queues, particularly during peak hours and school holidays, and when events and festivals were held on the island. Customer service was also limited by the set operating hours of the manned booths at the ferry terminal.

Solution

Red Funnel appointed Box Technologies, along with software developers WorksUnit, to devise innovative customer-facing technologies to speed up and upgrade its booking processes. Box Technologies were tasked with supplying and installing bespoke touch screen, self-service kiosks that would be reliable, versatile and robust enough to withstand the demands of high-volume ticket delivery. The kiosks needed to be visually engaging, easy to use and enable secure payment transactions. They had to be flush mounted within the existing wall and customised to fit in with Red Funnel’s brand values, with a sleek, airport-style look and feel.

Result

The bespoke retail technology solution Box Technologies supplied has provided Red Funnel with maximum functionality within an attractive, compact design. The 24/7 kiosks have a touch screen display that provides a vandal resistance surface, and yet is responsive enough to use while wearing gloves during colder weather. The kiosks have enhanced customer engagement, reduced customer queuing times and improved Red Funnel’s efficiency.

Testimonial

“The after-sales service from Box has been excellent and the kiosks are proving to be resilient and reliable to wear and tear so that the total cost of ownership is proving to be lower than our original estimates”

Jonathan Green, Sales & Marketing Director, Red Funnel