Monthly Archives: July 2017

Cloud based or on premise software – which is best?

Most digital signage CMS software on the market is marketed in cloud and on premise versions.  Each type has its pros and cons.  Here are some tips on picking the right one for you.

cloud based software

Cloud based CMS

Cloud based CMS software has been popular for a while now, and it seems there are new entries in this space every month.  The reason’s simple.  It’s an affordable way to get a digital signage network launched and it requires a minimum amount of effort.  You don’t need to know anything about servers, backups or DNS hosting.  You just concentrate on creating content and deploying screens.

Those who don’t want to get their hands dirty can even outsource entire hardware installation, so the barrier to entry is very low.

Cloud based CMS gets you…

  • Peace of mind.  You don’t need to worry about daily server operation and maintenance.
  • You save on CAPEX.  There is less equipment to acquire and maintain.
  • You save on labour costs.  Less need for specialized staff.
  • You get started quicker.  Spend less time configuring / debugging servers. More time to work on good content.
  • You can scale your network faster.  Simply deploy new media players as needed.
  • You can concentrate on your core business, whether it is based on ad sales, corporate communications or infotainment.

Who benefits the most of cloud based CMS?

  • Small and medium sized businesses who need to spread their cash around.  They don’t have to spend gobs of money or hire extra staff to get their network off the ground.
  • Individual departments within larger organizations.  These folks treat digital signage as a “skunkworks” project.  Cloud CMS’s low cost means they can deploy a small signage network without having to present a funding proposal to management.
  • Start-ups who need to execute a proof-of-concept before investing in their own server infrastructure.

On Premise CMS

There will always be a market for on premise CMS software.  While Cloud CMS products tend to get a lot of press, on premise products remain popular for the following reasons:

  • Security: You hear this a lot from the financial and governmental sectors.  IT requires the CMS software to be hosted behind the organization’s firewall as a matter of policy or due to technical reasons.
  • Control: Many organizations require total control over the back-end server for various reasons, like: complete user access and rights control, integration with Active Directory or other critical user management system, access to private data for internal dashboards, etc.
  • Recovery: IT Staff can restore a server quickly and make sure all required content is accessible, in case of hardware or software failure.
  • Performance and scalability: By having full control over the CMS hardware and software, IT personnel can monitor application performance and add resources as necessary.

On premise CMS software can be run on physical servers, or on company managed virtual machines in any location.

So what are the downsides of on premise CMS products?

  • Up front capital required to purchase the hardware and software needed for the project. CAPEX will be proportional to the network size and media storage requirements.
  • Ongoing annual fees for support and maintenance contracts.
  • In some cases, IT staffing levels may need to be increased to deal with the additional workload.
  • Additional training required for IT personnel and software administrators.

Salesman

The verdict?

Digital signage isn’t a “one size fits all” proposition.

As a rule, cloud CMS offerings cost less to launch but there are recurring monthly fees – in perpetuity.  You can scale up or down, but there will be a monthly fee for as long as you operate your screens.  A lot of the complexity is removed because a third party is managing it for you.

On premise offerings cost more to set-up initially and there are no monthly fees.  There may be an annual maintenance and support fee but for the most part, you buy the software and that’s it.  Installing and maintaining your on premise CMS software is a more involved proposition but you have total control over your environment.

Regardless of the option you choose, pick your CMS vendor / partner wisely.  Chances are, you’ll be dealing with them for a long, long time.

 

Not everyone likes your touchscreen kiosk

touch screen ordering kiosk

Rising minimum wages and shrinking profits have sent quick service restaurants looking for savings. Since labour costs represents such a large chunk of operating expenses, many national QSR chains are are considering interactive ordering kiosks to improve their bottom line.  Kiosk proponents speak about increasing efficiency and reducing ordering errors while some argue this is mostly about cutting staff.

This posting isn’t about debating the pros and cons of ordering kiosks, but rather to investigate the risks involved when implementing such a new technology.  It’s important to consider the impact of these devices because poorly designed kiosk can alienate customers and mess up a perfectly good customer experience.

On the positive side, McDonald’s has been rolling out ordering kiosks for a couple of years and the feedback has been mostly positive.

While some are worried this will lead to job losses, the company insists employees will be reassigned to other duties which should improve customer service.

I have used some of these kiosks with mixed results.  Unless you’re a frequent McDonald’s customer, you may get lost as you go through pages of information while trying to complete your order.  Since I’m no millennial, “your mileage may vary….”. 

So, what makes an interactive ordering session break down.

The ordering application must be responsive.  No one wants to poke at a screen and nothing happens.  Interactive ordering screens need to provide instant feedback otherwise customers get frustrated and they leave the store.  If you’re lucky, they may switch to another line so they can place their order with a live person, at which point it’s no longer a positive experience.

It shouldn’t feel like you’re working at placing a food order.  The process should be effortless and quick so the ordering path is critical.  You want to make sure the ordering interface is as simple and efficient as possible.  This means grouping products in a logical way and making sure customers can complete an order in the least number of steps.  Designing interactive applications may be a science but it’s also common sense.

With all this complexity, It’s no wonder many QSR chains have been slow to adopt interactive ordering kiosks.  Subway restaurants fall under the late adopter category with plans to start rolling out the technology as part of a complete store redesign.

This Gizmodo article goes over potential negative impacts of switching to touchscreens for the sandwich chain.

Subway obviously wants to rebrand itself and it’s looking at technology to appeal to a young customer base.  But the way they are implementing these changes may turn off people who are used to the personal interaction with their local “sandwich artist”.

It’s great to see QSR chains invest in technology so they can remain relevant, but these changes should always take into account what has made the brand special.  With Subway, it’s interacting with the person behind the counter as they put together your sandwich.  Take this away and Subway is no different than a burger shop where your meal is prepared and packaged out of sight.  The whole experience becomes less personal and less inviting.

Thinking of introducing new technology in your restaurant?  Be sure to take into account what makes your store different.  What are you best known for.  What do customers like about your business.  Then, use new technology to augment and improve the positives.

Technology is great at removing complexity, but it can also be impersonal and cold.  If you’re planning to introduce ordering kiosks in your store, be sure they are responsive, easy to use and add value.

Business intelligence dashboards are worth looking into

Digital signage applications are constantly evolving, and the latest “hot” trend is business intelligence dashboards (BI).  Companies are constantly looking for better ways to gather and present internal data.  The goal is to deliver useful insights to stakeholders so they can make better decisions.

Digital content designers are taking notice.  For example, ConnectedSign recently released a new set of BI dashboards for corporate applications.  Early on, ConnectedSign recognized the need for professional design esthetics in digital signage content development.  Over the years, the company has gained a long list of corporate and government clients who have come to rely on their design expertise, so focusing on BI dashboards made perfect sense.ConnectedSign home pageConnectedSign designers built a library of templates that are geared towards business professionals.  With this new offering, businesses of any size can take advantage of the same tools used by Fortune 500 corporations.  These BI dashboards let entrepreneurs,  business managers, and staff receive critical information in real-time so they can react quicker.

Well designed BI dashboards make critical data jump out, so people notice and pay attention. Insights that used to be buried inside spreadsheets and databases can be interpreted using colorful charts and graphics that command attention.  Alerts are displayed when specific thresholds are met, triggering eye-catching visuals that prompt the viewer to act (sales below expectations, inventory levels abnormally high…).

BI Dashboards can also reward good performance, highlighting a particularly good quarter or well executed promotional campaign.

Any business can benefit from this type of content.

Full disclosure… I work with the ConnectedSign team.