SOUTHWEST TRANSIT

Background
Founded in 1986 by three Minneapolis suburbs, SouthWest Transit has long been recognized for its forward-thinking approach to public transportation. In an effort to improve customer engagement, particularly at satellite stations with limited staffing, SouthWest Transit looked to Advanced Kiosks for a self-service solution equipped with live video chat and real-time support, offering a modern, user-friendly extension of their “Expect the Best” service philosophy.

Business Challenge
• Satellite transit stations lacked consistent staffing, limiting in-person support
• Customers needed access to real-time schedule updates and booking options
• A scalable, multi-functional solution was needed to balance cost-efficiency and convenience
• The system needed to accommodate a wide range of user preferences and tech comfort levels

Solution Delivered
Advanced Kiosks deployed a series of Freestanding Kiosks, each integrated with the Acquire communication platform and powered by the ZAMOK™ Kiosk Software Suite.

Each unit is equipped with:

• Webcam and VoIP handset for live video customer service

• Screen sharing and co-browsing tools to assist users in navigating websites or booking rides

• Multiple communication options: video, audio, or text chat to suit user preferences

• Live route information, transit alerts, and event announcements

• Access to SouthWest Prime, their low-cost, on-demand ride service

Customized interfaces were designed for each location, ensuring consistency while meeting local user needs. ZAMOK Software enables the SouthWest Transit team to update kiosk content remotely, making it easy to push updates or new information system-wide.

Outcomes
• Increased customer satisfaction through real-time, human-to-human interaction
• Extended service availability at under-staffed satellite stations
• Improved access to scheduling, ticketing, and ride requests
• Flexible, scalable solution supporting SouthWest Transit’s commitment to innovation