Weak and strong companies alike are forced to adapt or die during a recession. Usually, this means finding new and creative ways to save money and keep the lights on.

Unfortunately, most businesses resort to lay-offs during tough times. But in service-oriented business like retail, banking and entertainment, someone still needs to provide customer service and support.

That’s where the machines come in…

Retail, hospitality and health care businesses spent $2.8 billion on self-service technology last year, according to VDC Research Group. This spending is expected to grow 15% annually over the next four years.

It’s no surprise that businesses would turn to automated help during tough times. Transactions made using an automated system such as a ticket booth or automated teller machine cost a tenth of what the very same transaction would cost if it involved a human employee, according to The Economist.

Small-cap standout Coinstar Inc. (NASDAQ: CSTR) is an obvious choice in this sector. If you’ve set foot inside a grocery store or fast food restaurant in the past few years, you’ve probably seen one of Coinstar’s machines.

The company’s namesake machine automatically converts your spare change into cash or gift certificates to various popular stores, keeping several cents for every dollar in the transaction.  But the company also owns Redbox, the self-service movie rental kiosk found in fast-food restaurants and other retail locations.

Coinstar’s purchase of the Redbox brand fits in beautifully with its business model. After all, the kiosk rental market looks very strong right now. It’s a niche in the automated services industry that has the ability to perform very well during almost any economic climate.

DVD sales are down double-digits this year as consumers continue to tighten spending habits. But rental revenue is up more than 8% across the industry. After all, spending $1 a night on a DVD rental from a kiosk is an easy choice compared with what a consumer would spend buying or going to a theater.

Coinstar enjoys fat margins and growing profitability because it can employ a lean technical support staff. Fewer salaries, and in these days of rocketing insurance costs, fewer benefit expenses can go a long way.

Providing a meaningful, convenient machine-based service can also strengthen customer loyalty. An impressive 85% of customers prefer brands that offer self-service technology, according to The Economist. The last thing anyone wants to do is wait in a long line. Fast, reliable kiosk service isn’t just a way to save money—it’s a better way to cultivate satisfied customers.

Best,
Greg Guenthner

October 29, 2009

Greg Guenthner

Greg Guenthner heads up Agora Financial’s small-cap division and is the founder of one of the only independent OTC research advisories in the industry. A graduate of George Mason University, Guenthner joined Agora in 2005 after several years as a journalist. He is managing editor of Penny Stock Fortunes and Bulletin Board Elite.

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