Fullers 360 - Self-Service Ticket Kiosks

Fullers 360 is a prominent ferry operator in Auckland, New Zealand, offering transport services to various islands and destinations across the stunning Hauraki Gulf. As a customer-centric company, Fullers 360 sought to enhance its passenger experience by introducing self-service ticket kiosks at select ferry terminals.

Fullers 360 faced the challenge of providing seamless and efficient ticketing services to passengers, even in adverse weather conditions. Some of the ferry terminals, while partially covered, were exposed to wind and rain, making it imperative to deploy robust outdoor self-service kiosks. These kiosks needed to integrate seamlessly with Fullers 360's website and backend ERP software to display real-time ferry ticket availability and schedules.

Fullers 360 turned to Phosphor to develop a state-of-the-art self-service kiosk solution system to meet their unique requirements.

1. Rugged Outdoor Kiosks: Phosphor designed and manufactured rugged self-service ticket kiosks specially engineered to withstand harsh weather conditions. These kiosks featured weather-resistant enclosures, durable touchscreens, and robust hardware components to ensure reliable performance.

2. User-Friendly Interface: The kiosk interface was tailored to provide an intuitive and user-friendly experience. Passengers could easily browse available ferry tickets, view schedules, and make secure payments through a responsive touchscreen interface.

3. Website Integration: Phosphor developed a seamless integration between the kiosks and Fullers 360's website. This integration allowed the kiosks to access real-time data, including ticket availability, pricing, and schedule updates. Customers at the kiosk received the same up-to-date information as those visiting the website.

4. ERP Connectivity: The kiosk system was integrated with Fullers 360's backend ERP software. This connection enabled synchronization of ticket sales, passenger data, and inventory management. It also provided Fullers 360 with valuable insights into passenger trends and helped streamline their operations.

5. Payment Processing: Phosphor implemented a secure payment processing system that supported various payment methods, including credit cards, debit cards, and mobile payment solutions, ensuring convenience for passengers.

The deployment of Phosphor's self-service ticket kiosks at Fullers 360 ferry terminals in Auckland yielded significant results:

• Enhanced Passenger Experience:Passengers could now conveniently purchase ferry tickets and update passes even in adverse weather conditions, thanks to the durable outdoor kiosks.

• Improved Efficiency:The integration with the website and ERP system ensured real-time ticket availability and schedules, reducing customer wait times and enhancing operational efficiency.

• Increased Revenue:The user-friendly kiosk interface and convenient payment options led to an increase in ticket sales and revenue for Fullers 360.

• Data Insights:The integration with the ERP system provided valuable data insights, enabling Fullers 360 to make informed decisions regarding pricing, scheduling, and capacity management.

Phosphor's solution for Fullers 360's self-service ticket kiosks not only met the challenge of adverse weather conditions but also elevated the passenger experience while driving operational excellence for the ferry company. This case study exemplifies how innovative technology solutions can transform customer service in challenging environments.