IIMPRESS MPRESS
VISITOR MANAGEMENT
Visitor Management Systems are always a hot topic! This issue of Impress will introduce you to the industry leading experts NuXform and together we will guide you through the world of VMS
VISITOR MANAGEMENT
Introduction
Welcome to the sophomore edition of Rapport’s digital magazine, Impress
Last quarter we looked at sustainability in the workplace and highlighted some of our industry leading supplier partners whose products and services focus on sustainability We would like to thank you for the huge amount of positive feedback we received on our very first issue of Impress
In this issue, we will be exploring the world of visitor management systems Almost all of our clients use a variant of a digital visitor management system and these come in the form of an independent software solution or a combination of hardware and software solutions
Visitor management systems should enhance the guest experience. However, the right system for you will depend on both the desired guest journey and your own requirements, such as utilising cloud based solutions or centralised on-premises systems
We are delighted to partner with NuXform on this issue and utilise their expertise in exploring the exciting world of visitor management systems
Jack Doyle
Project Manager
NuXform
NuXform are smart building consultants. They work with companies to help them integrate smart building technology Guiding clients throughout their journey to a connected, efficient and sustainable smart building. Working from the design and implementation of a smart strategy, to the ongoing processes required to optimise operations and realise goals such as enhanced sustainability, elevated connectivity and enhanced user experience
They understand the latest technology trends and how they can be adopted to create cutting-edge work environments Their team has wide ranging industry knowledge and can tailor solutions to the individual needs of your organisation
Like Rapport, NuXform focus on people, and specialise in enhancing the guest experience
Visitor Management System - User Journey
Earlier this year we launched our Guest Journey Mapping module as part of our Excellence by Design programme Our onsite teams have used this document to map the journey of all personas visiting your office space This document can, in turn, be used to determine the requirements of your visitor management system, to ensure a seamless experience when guests visit your buildings
First let’s look at lobby hosting and how its use with the right technology can enhance the guest experience
Out From Behind The Desk
The concept of Lobby Hosting is simple; it’s about removing barriers By coming out from behind the reception desk we are removing a physical barrier that separates us from our guest At Rapport, our training team have developed two workshops, one classroom and one on the job, that compliment the Great Impressions training module The sessions support those who perform Lobby Hosting at our client sites, utilising coaching and feedback skills to develop confidence in our team members, personalised to their own working environment and guest interactions
Lobby hosting allows the Rapport ambassador to make the emotional connection with the guest in a simpler, more natural way Visitor management systems that can operate on a tablet will allow the lobby host to successfully complete the transactional element of the guest interaction in a frictionless manner
If you are familiar with our quarterly audits, you will know that we emphasise the emotional and personal connection with guests Lobby hosting helps our team to achieve this
Next let’s look at the type of enhanced guest journey that can feature lobby hosting in conjunction with a visitor management system that utilises app based software and possibly lobby based hardware to achieve the ideal user experience.
Enhanced App-Based Digital Guest Journey
Some of the advantages of app based solutions are:
Improved Visitor Experience: Personalised welcomes, a user-friendly interface, and wayfinding support all contribute to a pleasant and memorable visitation experience
Smart Pre-Registrations: Visitors register online beforehand, minimising check-in time and creating a seamless experience
In comparison to the traditional guest journey, this enhanced experience is highly automated with most, if not all, the communications being done directly through the app or through automated emails This type of journey will allow the guest services team to focus on the guest interaction and emotional experience over the technical part of check in
Could you benefit from a Digital
Visitor Management upgrade?
When asking yourself this question there are a number of things to consider first Some of these are whether:
Your visitor registration process is different at each of your locations
Your visitor volume is increasing and it’s starting to become a struggle to manage
Your employees are advising the visitor process is slow and outdated
Your guests are complaining how long and manual the process is
Your building supports multiple tenants
Your company understands its need for more accurate workplace occupancy data
Supporting Data
From data gathered on a cross-industry report conducted by Sign In Enterprise the results have shown:
96% of respondents said their Digital VMS provided them with important data
87% of respondents said that Digital VMS would help them focus more on the actual interaction with the guest
92% of respondents said their Digital VMS created a more secure and safe environment
81% of respondents said that user feedback has improved since implementing Digital VMS
Hardware and Software
When it comes to hardware and software options you can go large or compact The right fit for you will be dependent on your building’s occupants requirements as well as space availability, budget and infrastructure
First let’s look at the benefits and challenges that come with the larger hardware options
Benefits
Suited to large offices or large multi tenanted offices
Built-in printer to enable printed visitor pass where required
Streamlined check-in process for large volumes of visitors
Digital wayfinding on a large screen
Check in process can be integrated with access control system for secure access
Reduces administrative costs
Allows reception and guest services team to focus on the overall user experience
Branded design.
Direct contact with team member if needed
Alternative uses including:
Space booking
Company Advertising
Events
Traffic and Travel information
Smart Locker booking
Security and Safety information
Challenges
Hardware initial costs and ongoing operating costs
Space requirements
Cable and infrastructure requirements for connectivity
Can be restrictive on hardware updates
Examples
Next lets take a look at the smaller hardware options These will often require items such as touchscreens, iPads or tablets and stands to hold them These can be used for a similar but scaled back version of the larger hardware options
Benefits Challenges
Suited to offices which require a form of visitor check in
Can connect to a badge printer, enabling printed visitor passes where required
Smaller design footprint required
Scalability to increase number of tablets with relative ease
Streamlined check-in process
Friendly touchscreen interface making the check-in process easy and intuitive for all visitors.
Check-in process can be integrated with access control system for secure access. Allows reception and guest services team to focus on the overall user experience.
Hardware initial costs and ongoing maintenance costs
Cable and infrastructure requirements for network connectivity
Reliable internet access and devices to use the system effectively
Examples
Software Only
The software only visitor management system is the most frequently used option in the industry Software only options are digital solutions that help manage the process of visitors entering your building without the need for additional hardware such as kiosks or badge printers Typically these will run on a web or mobile application, allowing visitors to sign in, register and potentially receive badges through their own device
Benefits
Suited for any environment
Lower set up costs
Can be utilised where space is a premium for hardware
Flexible check-in process directly integrated with access control system for secure access or check-in activated by a simple QR code on an entrance wall or desk which takes you to a defined check–in process
Allows reception and guest services team to focus on the overall user experience
Software updates for bugs or user enhancements can generally be deployed quicker without hardware integrations.
Challenges
Limited ability to print a visitor pass without other hardware
Likely to rely on visitors using their own devices for check-in, which might not be as streamlined or professional
Can cause confusion for the visitor journey
Relies on internet access and devices to use the system effectively
Examples
In Collaboration
Rapport, Nuxform and Vpod Smart Solutions have created a digital Guest Journey that focuses on personal interactions at a global client’s UK Head Office. The building is sustainably designed and a new destination for dining, work and leisure. It is not only a collaborative workspace but has the local community at the heart with areas of the building completely open to the public
What are the unique points of the building set up ?
What do our teams think?
We sat down with our operational team and asked them their thoughts about the experience working with Nuxform and Vpod solutions
Our client’s building is one of the newest destination for dining, work and leisure A future-forward workplace that propels innovation and inspiration, a sustainably designed community hub dedicated to enhancing well-being and collaboration, and a new home to renowned chefs, local eateries, social enterprises, business ventures, wellness amenities, and outstanding event and conference facilities
How do you deliver the overall service with so many complexities around the building users?
We have a team of Guest Service Ambassadors who provide a warm welcome on the ground floor, as well as a team of Workplace Service Ambassadors who act as your ‘resident floor concierge’ and oversee the working floors within the building. In a building of this size and with so many different stakeholders, it certainly has its challenges, however, as part of the pre-opening plan, one of our key focus areas was the overall visitor experience. This included the mapping of bespoke guest journeys considering every possible visitor journey. In addition, creating our own Guest Impressions Manual for the building and walking the guest journey (seeing the space through the eyes of the building users), ensured the team felt confident in their delivery as soon as the doors first opened
There are many digital visitor solutions. Why VPOD?
Vpod Smart Solutions are an experienced digital technology provider Their systems have the flexibility to integrate with h j i f sources Their customisable screens can be tailor needs, and they have great knowledge delivering clients Vpod Smart Solutions have also provided customer service support, from the initial inceptio today, which makes it feel like a truly collaborative p
What were the main points required to deliver a visitor management service?
With the complexities of the building, a key focus w different user journeys, and to ensure that the techno compliment the personal service our Rapport team looking for a frictionless experience with a interaction The Vgreet technology removes the tran the experience, allowing Rapport to focus on crea connection
How did you work with Nuxform to ensure those points were delivered? Rapport worked with the client and NuXform at an early stage to develop a bespoke guest journey which is suitable to the building and services offered within that building. Nuxform then helped us to understand and integrate technology into that journey This partnership enables us to elevate the guest experience.
What were the main challenges Nuxform helped you to resolve?
As with all new technology implementation, the initial concern we had was around the lack of detailed knowledge around the platform Nuxform provided us with support and training, so the team quickly became confident users, showcasing to the client a smooth implementation period Nuxform were also able to understand all the IT and technology requirements and were able to work with the client’s IT team to relay specific requests
Not every user journey is the same. How did Nuxform and Vpod Smart Solutions adapt those changes ?
Nuxform and Vpod Smart Solutions worked with us in partnership to truly understand our user experience Both were flexible and adaptable in their approach to recognise and support changes Communication and having SMEs on the project was vital to the success
Can you summarise Nuxform’s approach to building an effective relationship with you?
At Rapport we are a people business and for us it is all about developing relationships and partnerships Nuxform have the detailed technological understanding, but also the interpersonal skills to foster a collaborative and clear approach, making it easy for us to understand
What has the feedback been generally on the visitor management services? Is the balance right between tech and personal?
People find it slick and user friendly Guests enjoy taking ownership of their own visitor journey, knowing the guest services team are on hand to provide any further assistance or support as required It also allows us to focus on the experience of the guests and create that emotional connection
Where else do you see added benefits?
Vgreet has a number of cool features, such as up to date travel information, a link to ‘What’s On’ within the building, as well as directional wayfinding; which allows users access to a floor map showing the different amenities and shows them how to navigate the building
How do Nuxform and Vpod Smart Solutions continue to support you on this journey?
Both Nuxform and Vpod Smart Solutions have been excellent from a support perspective The team at Vpod Smart Solutions are always at the end of the phone or email should you need any help of have any questions, which is very reassuring Nuxform have continued to provide us with guidance and more importantly, recommendations on how to best utilise the different technologies, looking at future ways of working, to ensure we are kept up to date with all things new and innovative within the industry.
The Future of Smart Buildings
Our partner Nuxform shares their view on the future use of AI within the Smart Building industry
The advent of artificial intelligence (AI) marks a significant milestone in the ongoing evolution of technology within the Smart Building sector
As AI becomes increasingly integrated, it is imperative for stakeholders to prepare for its presence AI will not only streamline software-related processes but also revolutionise user experiences within any service environment Tasks such as locating available desks or spaces will be seamlessly managed by AI companions, leveraging data to anticipate user preferences and behaviours
Furthermore, AI holds the potential to enhance operational efficiency by dynamically adjusting booking schedules, optimising space utilisation, and facilitating energy conservation efforts. Through intelligent decision-making algorithms, buildings can adapt to fluctuating demand, optimising resource allocation and minimising energy consumption
Nuxform are committed to staying at the forefront of technological advancements, ensuring their clients are equipped to harness the transformative power of AI If you would like more information on how AI is likely to affect your buildings please contact the Business Excellence team through your account lead
FINAL THOUGHTS
Visitor Management Systems are a central tool our teams use in their daily operations Although technological advancements in this area can enhance the guest experience, we continue to focus on and develop the irreplaceably warm human touch that our teams bring to life every day
Before adopting a new digital visitor management system it’s essential to understand the user journey Getting help with this fundamental step is vital to determine the right approach This in turn informs the technology requirements needed to effectively implement the right system according to your individual business need.
