Advantech and FKsystem Co-Creating Self-Service Solutions for Japanese Telecom

Images provided by FKsystem
Interview with Kiyoshi Kojima, CEO, FKsystem

Introduction

Advantech has collaborated with Japanese POS system integrator FKsystem, using the UPOS-211 to help NTT docomo—a major Japanese mobile telecom brand—implement a service ticket issuing system that improves customer flows. This has effectively reduced problems associated with manpower resources and increased the quality of customer service.

Japan’s society is ageing at the fastest rate in the world. According to statistics released by the Ministry of Internal Affairs and Communications in September this year, the number of people aged over 65 had increased by 320,000. This age group accounted for 28.4 percent of the entire population. All of these figures increased compared to the same period in 2018. Statistics from the World Bank show that the ratio of people aged 65 and above in Japan is the highest in the world.Japan’s ageing population has presented challenges for service providers in sectors such as mobile telecom,retail and restaurants. To overcome the lack of manpower in these sectors, more service providers are adopting new equipment, enabling customers to obtain what they need through partial or full self-service processes. In line with this trend, Advantech’s retail partner in Japan, FKsystem,assisted the mobile telecom brand NTT docomo with implementing a service ticket issuing system.

FKsystem adopts Advantech’s UPOS-211 to create automated service ticket issuing system

NTT docomo’s service ticket issuing system makes use of Advantech’s UPOS-211. When a customer enters a store, he or she can use the UPOS-211 screen to select the type of service needed, then the system automatically prints out a number letting the customer know how long the wait will be.

FKsystem pointed out that the purpose of the service ticket issuing system is to better manage service flows and automatically give the customer a number for the type of service he or she requires. This allows for more efficient service provision, and prevents situations in which customers has to wait for extended periods. If other smart peripherals are adopted, the application scope of this system can become even broader.

System stability is critical when service providers are setting up partial or full self-service models. If systems frequently malfunctions, customers will be less willing to use them, leading to greater workloads for on-site staff and undermining the systems’ original purpose.For this reason, FKsystem chose Advantech for the NTT docomo project. FKsystem believed that the product quality and brand recognition offered by Advantech, a leader in the industrial computing field, would make areal difference. Indeed, the UPOS-211, which is superior to competitors in terms of design, price, and long-term supply, successfully passed NTT docomo’s evaluation. The stability of Advantech’s product was further recognized following nearly a year of testing. In conjunction with FKsystem’s longstanding local business development,this made it the best possible solution for NTT docomo.

Advantech’s complete solution satisfies demand for automated applications in different sectors

Self-service systems are being actively developed across Japan, not only in the telecom sector but also in retail and restaurants. For most applications, the goal is the same: overcoming manpower shortages. For instance,fast-food chains have adopted self-service ordering systems, allowing customers to order and pay, and then pick up their food at the counter with the receipt from the machine. This is convenient, fast, and reduces waiting lines.The kiosk solution Advantech designed for self service systems, the UTK-932, does not only support different payment methods such as WeChat Pay, Alipay,Apple Pay, Google Pay, credit card/debit card, QR code,and NFC. It also comes with an IP65 dust-resistant and waterproof rating, allows for operations in a wide range of temperatures, and is equipped with a display panel easily readable in sunlight, making it also suitable for outdoor environments such as drive-through counters.

Advantech’s solution can also be used at airports and hotels, allowing passengers or guests to report for their flight or room. Another application field are hypermarkets, where the solution can automatically recognize different types of bread as well as their weight and price. All of this helps better manage customer flows.

Advantech hopes that POS and kiosk solutions and automated, unmanned, and smart service systems not only assist service providers in tackling the issue of insufficient manpower, but also enable people to enjoy fast and high-quality services, giving them a taste of the amazing possibilities of smart architectures.