As our roll-out of ScreachTV continues to gather pace, our Support team play an ever increasingly critical role in ensuring venues are happy and able to make the most of our platform. Steven O’Neil manages support from ScreachHQ – we caught up with him to find out more about his endeavours…
Hi Steven! Tell us more about your role at Screach
I’m responsible for supporting all of our venues, making sure they have great content that appeals to their customers – I’m here to advise them on how they can make the most out of ScreachTV and really benefit from the fantastic features it offers. This involves lots of calls to make sure we regularly keep in touch with all of our sites, and I also produce the newsletter that is sent out every two weeks to share the latest updates on ScreachTV. I manage the ScreachTV Facebook page and that’s proving to be another great way for our venues to follow the latest announcements. I’m also on hand to offer training on how to navigate the on-screen content and how to use the ScreachTV web portal, so whether it’s a simple question or a more intricate guide to creating content, I’m here to help! I get lots of content requests from venues and so spend a significant proportion of my days creating new advertisements as well.
Your days must be incredibly busy! What do you enjoy the most about your role?
I really enjoy the variety of my job – whilst it can be very demanding, it’s brilliant to work with so many different people and apply myself to such a range of tasks. I particularly love the marketing aspect of my role and the opportunity I have to be creative – using Photoshop to design the adverts is a lot of fun and I am learning new skills and tricks from our Design team every day!
You mention working with a variety of people – who does that include?
My focus is understandably on working closely with all of our venues and maintaining regular contact with each one – that alone includes a real diversity of people! Having such a frontline role means that I truly get to work across all areas of the business too – from liaising with the Sales and Installation teams on the introduction of new sites, to working closely with our field Support team as they visit venues for regular updates in person. My relationship with the Design and Development teams is also fundamental, with testing of new features before they’re launched and also sharing feedback from our customers to shape how the product evolves. My CRM systems are invaluable to keeping on top of everything!
What kind of feedback on ScreachTV have you received from venues so far?
It’s been incredibly positive – venues love the flexibility of the system and enjoy so much value from being able to personalise their playlists. The advertising opportunities are a real favourite and there is a lot of excitement about the new Screach app functionality and the prospect of learning more about the demographics of their customers. The product and our processes have evolved significantly over the last nine months and venues really appreciate having a dedicated support service on hand to help at all times.
Have venues helped to influence any of the product development?
Definitely – we always seek feedback from our venues so that we can look to adapt the product to suit the reality of how ScreachTV is used; whilst there is focus on designing a cutting edge platform, we also need to be acutely aware of how the product is used in everyday life. Our train time experience emerged from one such request – the Sportsman Hotel in Eaglescliffe has a prime situation near the station and suggested that being able to keep their customers updated on train schedules would be helpful; we explored the idea and found that it would be a great offering for many of our other venues too, so we progressed into development and now have a live experience that gives our customers extremely relevant, real-time content for their screens.
What is your top tip for venues using ScreachTV?
First and foremost, keep it on! Realise its potential, keep playlists fresh and use as much content as possible. ScreachTV can add such value and it’s always going to continue evolving, with new features constantly in the pipeline.