The document discusses setting up in-store self-service terminals to provide services like bill payment, promotions, and product sales in order to reduce queues, encourage additional purchases, and offer 24/7 availability; it provides recommendations for ensuring successful operations, including placing terminals in high traffic areas, integrating with employee training and incentives, and using modular components for flexibility and low maintenance.

1. In-Store Self Service Solution
September 2011

2. Why Self-Service Terminals?
• Limit queuing time compared with counter service
• Assisted selling
• Providing hassle-free bill payment services
• Providing promotions such as up-selling
• Prompting call to actions for promotional activity
• Offering additional products & services that are not available in
store
• Create additional branded points of presence without the
investment in a store
• To eliminate current issues in E-Voucher sales

3. Conditions For Successful SST
Op.
• Attended area & high traffic flow
– Up-time SST
– Quick service times regarding swap-outs & problem solving (office
hours)
– Remote problem solving
– Immediate call centre access (transaction-related issues)
– Education shop employees (ease of operation)
– Integrated sales & bonus programme shop employees
– Positioning and design of SST
– Marketing & advertisement concept SST (using flat-screens to introduce
new products)
• Unattended / 24-7 service concept
– Extra service 24 hour availability
– Solid refund scenario
– Optimized call centre access
– Positioning and design (steel etc.) of SST

4. Self-Service Terminal
• Modular set up
• Top-quality components
• Flexible framework
• Excellent service for optimal up-time

5. Modular Set-Up
• Components are available both in a cabinet (standard or
made to measure) or as separate components that can be
integrated in a shop wall.

6. Quality Components
• All components are sourced for durability and low
maintenance
• Components are based on international standards and are
available internationally, which enables a quick rollout
• Maintenance can be performed on a components-swap basis
for minimal downtime
• All components have a minimum of 36 months warranty

7. Set-Up May Include
• Capacitive touch screen
• PC
• Note validator
• UPS
• Barcode scanner
• Printer
• Card-payment terminal
• Second screen for narrowcasting
• Router
• Physical vending unit
• Coin mechanism

8. Flexible Software Framework
• One core application controlling all components as well as
processes
• Allows for a flexible set up of the sales process
• Changing steps and sequences in applications
• Adding and removing of additional applications on the SST

9. Payment Solution
• Software solution for the control of various payment solutions
• Card payment terminals for Maestro, and all major credit
cards
• Cash payments (bills & coins)
• Change giving optional

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11. Functionality
• Prepaid reload own-use or gift (with gift message SMS option)
– PIN (printed / SMS’d voucher code)
– Direct recharge
• Bill payment
• Intake of repair items (Dynafix)
• Sales of international credits
• Sales of other providers as conversion tool
• Sales of other traffic-generating products like iTunes, tickets,
gift cards etc.
• € 0 SIM + activation + registration
• Online sales of catalogue items (accessories) (Dynafix long
tale catalogue)
• Loyalty
• Sales of hardware (SIMs, surfsticks, phones)

12. Possible E-Service Extensions
• Repair management (Dynafix solution)
• Defining problem (description) via decision tree
• Take-in via ticketing system
• Pick up of repair units by UPS
• Tracing & tracking in shop
• Info services
• Info on pre & post-paid offers
• Cross selling / marketing actions of branding partners (co-financing
model)
• Customer survey
• Measuring customer satisfaction immediately after transaction
• Quick Survey – receive instant feedback on customer surveys

13. Possible E-Service Extensions
• Bonus award for existing customers (increasing ARPU)
– Happy hour mechanism
• Customer can get double top-up at predetermined time slots
• Spread shop traffic
– Member get Member
• Customer can print a gift voucher to get extra top-up for a friend which gives
him a bonus too (increase shop visits and ARPU community)
– Loyalty top-up
• An intelligent system which keeps track of use of the SST and its
users
• A system which can apply certain business rules to increase top-up
/ ARPU for customers frequently visiting the particular T-Mobile
shop
– Couponing with brand partners (cross promotions)

14. Possible E-Service Extensions
• Lead generation
– Postal-code / street / age check
• To move a prepaid customer to a post-paid subscription
• Get marketing data from prepaid customer
• Stock management
– Prepaid hardware outlet
• Special button for old stock with special offers (not available in shop any
more)
• Loyalty based
– Reservation systems for loyal customers (iPhone waiting list)
• € O SIM cards
– Can be activated/ registered via touch-screen (internet based)
– Top up can be bought via SST immediately