A major retailer had a dedicated electronic kiosk for equipment hire in its stores. The team approached Cullinan to reimagine the customer experience for equipment hire so that they could remove their kiosks and save shelf space.
A major retailer had a dedicated electronic kiosk for equipment hire in its stores. The team approached Cullinan to reimagine the customer experience for equipment hire so that they could remove their kiosks and save shelf space.
In retail, shelf space is prime real estate. To offer more and sell more, retailers have to use their physical footprint to its full potential. The team was already offering equipment hire, but its dedicated kiosk was taking up too much space and blocking other revenue-generating opportunities. Their goal was to be able to sell more, without having to expand their floor space.
Although it took up physical space, the kiosk played an important role. Cullinan needed to design a streamlined way for customers to select equipment to hire away from the counter and for the retailer to ensure that it was loaned safely.
Cullinan enabled a mobile customer experience to replace the kiosk. Customers can now select the details of the equipment that they want to hire and fill out their personal ID on their mobile phones. This generates a barcode, which can be taken to the counter and scanned by store operators.
Store operators can now access the equipment hire digital product from their existing POS system. They are given step-by-step prompts to check the identity and driver’s license of the person taking the equipment, take payment, and close the till. The equipment hire company is then automatically notified about the transaction and the availability of the equipment is confirmed. The entire process takes less than a minute at the counter.
The new customer experience and POS operator system removed the need for the in-store kiosk and automated the equipment hire process. The project was delivered in a matter of weeks with minimal involvement from the retailer’s IT team, freeing up shelf space and creating new sales opportunities.
“Cullinan’s implementation was seamless. The new customer experience was enabled via our existing point-of-sale system and barely needed input from our IT team. Their solution has enabled us to offer more, and sell more while keeping our customers are happy too.”
