They needed to rebuild self-service stations and we helped them find the best technology.
CUSTOMER SINCE: 2021
DESCRIPTION: Public Transportation Network
- Barcode Scanners & Mobile Computers
North America's largest transportation network serves a population of 15.3 million people through local bus, subway and commuter rail service. They also operate multiple toll bridges and tunnels, connecting area residents to jobs miles from their homes. Safe, clean and efficient public transportation is the lifeblood of this metropolitan area. By providing 2.6 billion trips each year, they link millions of residents and visitors to cultural, educational, retail and civic centers across the region.
Providing efficient service involves innovative vending solutions. Ticket machines support commuters as they replenish funds or the check balance on their account. The system needs to be intuitive, multilingual, and ADA compliant to serve users with a variety of needs. It also needs to be extremely rugged to protect from vandalism and theft.
When this customer pursued a large overhaul of their technology, they were introduced to TRG through Datalogic. They needed experienced technology professionals who could quickly understand their needs and provide the necessary near-term and long-term support for the overhaul of their system.
Learn how TRG supports this customer with device procurement, repair services and more.
Automatic Data Capture with Barcode Readers
Configurable vending machines (CVM) are used to purchase subway cards, check account balances or replenish funds. A CVM is comprised of many different parts that work together to deliver fast and efficient user experience. Vandalism and theft are common issues and expedited repairs are necessary to keep a kiosk functioning. Unfortunately, the customer experienced issues with their previous provider due to a poor warranty. When the time came to upgrade their technology, they sought a new partner who could provide robust and efficient service.
Improving Self-Service Stations
This customer understood the importance of keeping their technology current to facilitate ease of use and accessibility for commuters. New technology also helps minimize face-to-face interactions, allowing riders to purchase tickets with multiple forms of payment without having to interact with an employee. An upgraded system also allows for the creation of personalized transit accounts, the ability to view usage history, and the ability to report lost or stolen cards.
With 2,400 CMV kiosks and another 100 scanners used in their collections department, the customer needed a solution that was reliable and backed by a strong warranty.
High-Performance Barcode Scanners
TRG helped them select the ideal Datalogic scanner for their needs. Warranty and support were important factors for this customer. TRG helped secure an excellent Ease of Care warranty that covers the scanners for five years and includes a two-day turnaround for repairs. This warranty offers comprehensive coverage and professional assistance based on the specific problem.
TRG provided scanners for two separate applications – the full kit for the collections department and a customized solution for the customer-facing kiosk. The scanners offer numerous features including near-field reading, a wide-angle field-of-view and high motion tolerance. All scanners come equipped with green spot technology that shows a green light for a valid scan, and a red light for an invalid scan. This makes it easier for users in crowded and noisy environments.
Turnkey Integration for Customer-Facing Kiosks
TRG completed the configuration for all scanners purchased by the customer and shipped them for assembly into the new kiosks. Since the customer has struggled with device theft, TRG incorporated a custom setting. The scanners will start beeping when separated from the station, and continue to get louder the further they are from the station.
Customer Service Hub for Efficient Repairs
Initially, the repairs will run through Datalogic. The customer has their own repair portal and the ability to create repair tickets. This partnership with TRG is unique because after year one, we’ll take over the repairs which will allow for even quicker turnaround.
TRG’s 24/7/365 help desk supports customer’s critical technology around the clock. All requests are entered and managed in TRG’s online asset management portal, ServiceHub, so the customer has real-time status updates for all devices in repair. TRG’s experience across a wide range of mission-critical technologies and applications helps expedite ticket processing and improve resolution.
Find a Partner with a Comprehensive Breath of Services
This customer came to TRG with several unique challenges which we were able to solve with our extensive product and industry knowledge. By providing turnkey solutions and long-term support, we’ll ensure maximum uptime for each kiosk. Partnering with TRG gives the customer the resources and expertise to transform and adapt to new trends while maintaining a cost-efficient program.
Interested in seeing how TRG can help streamline operations at your self-serve kiosks? Contact us to get in touch with our team.
TRG is a global, privately owned managed services provider that manages the full lifecycle of every enterprise endpoint. Our mission is to lead the future of enterprise technology by driving bold endpoint solutions with a success-or-else approach.