When Yankee Stadium opens in April 2009, GuestAssist by qtags will be in the starting lineup.
The New York Yankees, Major League Baseball's most storied franchise, have selected GuestAssist to improve fans' game-day experience at the state-of-the-art facility, currently under construction in the Bronx.
GuestAssist provides instant two-way, text messaging-based communication between ticket holders and event staff, allowing for improved management of safety, security and guest services. The Yankees are the first Major League Baseball team scheduled to implement the system for the upcoming season.
"GuestAssist is the clear industry leader in stadium communication services, with a proven track record in facilities across the National Football League," said Yankees Chief Operating Officer Lonn A. Trost. "We believe it will make a big difference in our guest services, enabling us to provide the best possible experience for Yankees fans watching their team play in Yankee Stadium."
GuestAssist will provide a simple text message code that will permit fans to send questions, concerns or requests via their mobile phones to Yankee Stadium's Command and Control Center. The number will be communicated to fans via Stadium signage, public address announcements and other means.
A single staff member can handle and respond to incoming requests through GuestAssist's customized software interface. The operator can send reply messages directly to the fan's phone to answer questions or obtain more information, and, if necessary, can quickly dispatch safety/security, medical or guest services staff to the appropriate location.
GuestAssist will also provide the Yankees with post-event reporting and analysis of guests' concerns which will help the Yankees improve staffing, fine-tune Yankee Stadium security procedures and better understand Yankees fans' common questions and further concerns.
Trost further stated, "This key feature will allow us to identify issues and make adjustments, all based on the input we receive from fans. It could be anything from where to station support personnel to improving directional signage. GuestAssist's post-event reporting will enable us to see trends and respond as needed."
GuestAssist has a number of new features under development to expand the system's capabilities, said Jeremy Konko, chief operating officer of qtags. But it has already had a major positive impact for professional sports franchises using it.
"One of the best GuestAssist stories we've heard is one about season ticket holders who traveled two hours to a game only to find they had left their tickets at home," said Konko. "They used GuestAssist to quickly contact Guest Services and were helped within minutes. That's the kind of situation that used to cause a great deal of frustration for guests. Now, for teams like the Yankees and others who are using GuestAssist, it's an opportunity to showcase excellent customer service."
In addition to the Yankees, GuestAssist is expanding its customer base to a wide range of other major college and professional sports venues and even non-sports events such as concerts and festivals, Konko said.
Houston-based qtags is a member of the Stadium Managers Association and the International Association of Assembly Managers.
GuestAssist is a web-based communications service that enables one-to-one text messaging communications between fans and guests and central stadium or facility operations. GuestAssist is currently licensed for use at venues across the U.S. such as:
- Yankee Stadium (New York Yankees)
- Georgia Dome (Atlanta Falcons)
- Lincoln Financial Field (Philadelphia Eagles)
- Cleveland Browns Stadium (Cleveland Browns)
- Heinz Field (Pittsburgh Steelers and University of Pittsburgh)
- M & T Bank Stadium (Baltimore Ravens)
- Giants Stadium (New York Giants and New York Jets)
- FedEx Field (Washington Redskins)
- Ford Field (Detroit Lions)
- MacAfee Coliseum (Oakland Raiders)
- Texas Stadium (Dallas Cowboys)
- Invesco Field (Denver Broncos)
- Ralph Wilson Stadium (Buffalo Bills)
- Gillette Stadium (New England Patriots)
- Lucas Oil Stadium (Indianapolis Colts)
About qtags, llc
qtags llc provides mobility solutions to stadiums, arenas, conference centers, government agencies, and corporations throughout the United States, Canada and the Caribbean. Learn more at www.GuestAssist.net.