PRLog (Press Release) -
Jul 25, 2009 -
Self Service and Customer Interaction Management CIM Solution Opportunities and Requirements Volume 2: Hospitality report on ( http://www.bharatbook.com/
Market-Research-
Reports/Self-
Service-and-
Customer-Interaction-
Management-CIM-
Solution-Opportunities-
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Volume-2-Hospitality.html )the SS/CIM suppliers continue to highlight hospitality as the vertical being affected first and foremost by the recession, as projects are finding themselves delayed or cancelled. Spending on hospitality automation technology will contract in Tier I, II, and III accounts in 2009, but it will not shut down.
Automation technology spend within these core segments will remain centered on: Vital infrastructure enabling technologies;
and New solutions offering compelling ROI timeframes/scenarios. The immediate future regarding self-service penetration and adoption within hospitality remains influx as consumers continue to redefine themselves, their habits (e.g. travel, leisure activities, food service selection, etc.) and their interactions with hospitality operators. Customer acceptance of self-service alternatives has improved so dramatically over the past few years that several consumer segments are altering their interaction processes with hospitality organizations.
The availability of such solutions has become a key selection criterion for customers across the majority of hospitality sub-segments.
SS/CIM vendors continue to focus the majority of their efforts on Tier I and II enterprises within the hospitality vertical – especially within lodging and dining. In 2008, it was estimated that less than 15% of Tier I and II hospitality organizations had implemented self-service solutions. Despite limited penetration in 2008, self-service solutions are quickly becoming a ‘must-have’
for enterprises operating within the hospitality vertical market. From 2008 through 2013, the total self-service hardware market scenario for the hospitality vertical market is expected to experience a compound annual growth rate (CAGR) of 9.2%.The immediate future of the vertical market will continue to be plagued by the troubling economic conditions.
The success of core self-service platforms (i.e. kiosks) are aiding in the adoption and deployment of alternative technologies such as:
-At/In table solutions consisting of integrated mobile or stationary POS devices,
-Digital signage, and
-In-room panels/terminals.
With more than 50% of hospitality respondents installed with SS/CIM solutions, suppliers and channels are focusing on providing more robust solutions in the coming months/years. Solutions that are:
-Aligned with the vertical market requirements and preferences;
-Easily expandable platforms; and
-Centered on relationship’
s with ‘tech savvy’ enterprise end-users.
The replacement or elimination of specific tasks and associated costs has allowed enterprises within the hospitality vertical market to streamline their workforce, increase focus on customer satisfaction, and improve their bottom line. The emerging horizontal opportunity could be one that enables suppliers to a hospitality operator to manage their interactions with the operator through a kiosk-like device. Sourcing preferences for self-service solutions vary depending on their complexity.
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