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Case Study
AAC Solutions & Wynnum Manly Leagues Club
PulseLive Customer Engagement
Daniel Gray (Insights Manager, Wynnum Manly Leagues Club):
"My name's Daniel Gray, and I'm the Insights Manager at Wynnum Manly Leagues Club. I've been in the industry for just over 15 years. What I love about the club is the members, the staff, and just the community appeal."
Improving staff efficiency & Customer Experience
"We've had a great experience with the Live Data API. The three key things we wanted to achieve with the system were:
1️⃣ Staff efficiency
2️⃣ Enhanced customer experience
3️⃣ A two-way system to track service call response times."
"Using this data, we've been able to monitor peak times on the floor and adjust staffing levels accordingly, improving our rostering. We can track how long it takes a staff member to complete a service call, allowing us to reward efficiency. Plus, we can analyze response times based on customer tiers, staff members, and call types."
Real-Time Monitoring & Reporting
"The quicker response times have significantly enhanced our customer experience. The back-end system is very easy to use—you can set up automated reports to be delivered to your inbox daily, weekly, or monthly. We also have monitors in the back of the club displaying escalations, who's assigned to what job, and how long each task is taking."
Exclusive Smart Paging System by AAC Solutions
Daniel Solah (CEO, AAC Solutions):
"AAC Solutions has developed an exclusive Smart Pager with two-way functionality. This means we can send real-time data back to the system, allowing staff to:"
✔ Acknowledge or reject calls
✔ View the number of calls in the queue
✔ Log staff on and off
"The biggest advantage of this system is its Live Data API integration with the paging system. Unlike traditional pagers that tied one person to a specific zone, this system is shared among staff, ensuring smoother operations."
Customizable Solutions & Ongoing Support
"When we deploy a solution like this, the functionality is fully customizable to meet each site's specific needs. We roll it out in stages:"
🔹 Stage 1 – We start with a basic setup so staff can get comfortable.
🔹 Stage 2 – After about a month, we regroup with the team to enhance functionality.
"We never just install the system and walk away. We want to make sure clubs utilize all the features, and we continuously add improvements."
Why This System Works
Daniel Gray (Insights Manager, Wynnum Manly Leagues Club):
"The key to making this system work was getting the staff involved and ensuring they understood the product. Staff can acknowledge when they’ve completed a call and see who the customer is before attending their machine."
"If someone asked me why they should implement this paging system, I'd say it’s all about the customer experience. It helps you get to know your customers and makes them feel extra special."
Robert Rose, Product Designer