Information Logistics and Content Management
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Information Logistics and Content Management
best practices and case studies in moving information and data around an organization
Curated by Pat Brenner
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Remote Kiosks Redefine the Front Lines of Information Logistics and Customer Service

one of the more fascinating aspects of my work in document and content management is getting involved in remote assistance.


the whole purpose of "doc management" is to move information as quickly as possible to where it is needed. in many organizations that means scanning papers, extracting data, and populating databases.


for the most forward thinking groups in 2012, it means live operators serving customers remotely through kiosks. the business advantages are obvious - costs down, service and value up.


dont hesitate to embrace this model - it is coming like a tsunami and will redefine transactions across many industries within the next 5 years.



here are four applications already in the marketplace.



here is Hertz's reservation kiosk, rolled out in almost 50 markets in 2011. with remote operators and paperless transactions, Hertz reduces costs of their physical presence in high cost locations and virtually eliminates data entry errors.



banking is jumping in also, and turning simple ATM machines into full service branches. this is a boon to small banks and credit unions, which currently struggle with the high costs of their brick and mortar branches. a central facility of remote tellers provides full branch services across an expanded geography, enabling them to compete with the large, public institutions.




corporate services may be the untapped market that puts remote service on the map to stay. if you've been to a tall building in NYC or any other major city recently you've experienced the security protocols put in place after 9-11. its as hard to get into a building in NYC today as it was to get into the State Department in 2000.


the fun thing about this application is its flexibility - again the staff of remote assistants offers multi-lingual assistance, directions and guidance, and other helpful services just not feasible with a limited on-site staff.




who wants to head to the doc office, deal with the waiting, form completion, and a bunch of sneezy kids. instead, slip into a private kiosk at your corner store and talk directly to the nurse practitioner or doctor without hassle.


fast and efficient for both patient and practice.




its not the future - its the now.


healthcare kiosks are already helping kids in Allentown get faster and more personal attention at school.


i spoke with a 25 year veteran at Lehigh Valley Health Network over the weekend, and he shared a success story about these kiosks. LVHN has several of these remote care kiosks in underserved areas. many patients in low income areas suffer from lack of doctors. medical practices typically do not set up shop in areas where the population has little or no insurance. so the people are forced to travel to ERs, a burden that often results in delayed care, higher costs and non-emergency cases flooding facilities intended for emergency care.


LVHN's network of healthcare kiosks provides front line care to these areas, and eliminates most of these problems. the interaction is provided at no cost to the patient - a simple recognition and acceptance of the realities on the ground - and is a bright light of hope to those in underserved areas.,0,2580038.story

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