Santa Clara, CA – March 01, 2016
Earlier this year, AAA launched their first redefined west coast customer branch experience at their Folsom, California location. This launch is part of AAA's goal of a greater west coast experience, a movement driven by an update taking place across other branches. Overall, this process targets consumer flow and digital experience optimization, and the recent Folsom launch was driven by one of Signet's strategic partners: world-renowned architectural firm Gensler.
One of the most impactful elements was the new queueing system process. Signet integrated with AAA's queueing vender QLess for a custom touch experience that puts customers right in line after entering their info and reason for visit. At launch, we saw customers already using the bilingual option, which allows for one-tap language switching from English to Spanish.
Audio also was a new element, which was exciting to hear during the launch. The queue display screen (for customer lines) also plays a custom audio clip when a new customer is being called. The workers at the branch weren't expecting such a feature, so the new audio addition was certainly a pleasant surprise.
Viewable throughout the branch entry and waiting area, the high-visibility media wall, with its ability to play 4k native content across four screens, made an immediate impact. For launch, a custom video was created, though the staff was also trained on the Signet content manager, enabling easy content updates or strategic additions.
In the customer waiting area, a large-format touch screen houses a custom application created to allow users to learn more about AAA products and services. Customers can browse different topics including entering their zip code to see the various ranges of towing services that are included in the AAA offerings. The application is deployed, monitored and easily updated through the Signet enterprise content manager.
Behind the scenes, the break room now includes a custom experience for AAA employees to watch television or view company messaging. The custom channel of content also includes various data modules that pull in the different AAA social and news feeds, the local weather and AAA stock information, and any relevant RSS feeds that AAA thinks their employees will appreciate. All these features are easily managed and modified in the content manager and will allow for multi-branch management once more branches are rolled out.
With AAA reaching so many people these days through their terrific services, along with their innovative prowess to create a more digitally enhanced customer experience, Signet was thrilled to work with AAA on this branch refresh. As we look to the future and AAA's goal of propagating this new branch experience throughout the west coast, it's clear that these types of facilities will truly optimize branch solutions and AAA customer satisfaction.
Signet is a digital media solutions provider, sitting at the intersection of the four core disciplines essential in creating a best in class, enterprise management distribution platform; Information Technology, Audio and Visual, Digital Media, and Content Management. Leveraging a collaborative approach to process and consultation, Signet works within your ecosystem of partners, vendors and agencies to insure globally proven best practices are implemented to bring forth a unified media-platform for our clients. Learn more at www.signet.tv.
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VP, Media Solutions