In-store kiosk in ANWB stores
The ANWB is not only known for their roadside assistance, they also operate in the retail sector. Very logical, says Iwan Banens, manager Customer Experience & Service Innovation at the ANWB. “Our stores are a touch point in close proximity to our members.” To further improve the service in the stores, in-store kiosks are introduced in five pilot stores. These systems provide additional services and especially additional products and make them accessible to customers.
In order to help the customer as much as possible in finding products and to prevent lost sales, the ANWB needed a new solution to yet offer customers products that are not in stock. The original solution was a PC on the counter where staff ordered the available products online and let it deliver at the customers home, however, it was not very visible on the shop floor.