Navigating Challenges: How We Elevated Our Client’s CX Pt. 1

The parking and mobility industry is constantly evolving. In the past few years, we have seen a major shift towards innovative technology like LPR, EV charging, digital signage, mobile payments and reservations, etc. We have also seen a change in the importance of customer experience. Parking operations now seek inventive solutions to enhance their efficiency and elevate the customer experience. They do this through technology and people.

This blog explores four of our case studies, showcasing how these operations tackled unique challenges and successfully transformed their customer service operations.

Reducing Long Wait Times

Regina International Airport (YQR) faced a unique challenge – frustrated customers resorting to gate ramming due to extensive wait times. To address this, the airport partnered with Parker Technology, implementing a customer support platform that significantly reduced wait times. Kaitlin Witkowski, Operations Manager at Platinum Parking Canada, highlighted how Parker’s efficient platform reduced wait times from 30-45 minutes to an average of 25 seconds.

“Parker Technology’s wait times are an average of 25 seconds. The average length of a call time is about 1 minute and 20 seconds. There is a huge difference. Customer experience has been raised to a new level with Parker Technology…We need to ensure that we take care of our client’s customers no differently than if they were our own. That is the level of excellence we strive to provide for our customers. Customer satisfaction with our clients is our number one priority. We will align ourselves with partners that offer and demonstrate the same core values that we have.”

The result not only had a more satisfied customer base but also the prevention of gate ramming incidents, fostering a safer and more positive environment.

In another instance, The University of Texas Health Science Center at San Antonio (UT Health) recognized the importance of swift resolutions for their parking facilities. Implementing advanced technologies and Parker Technology’s two-way video capability, UT Health achieved a remarkable reduction in average exit times, from five minutes down to an impressive one minute.

“Sure, we are in the parking business, but we are really in the customer service business. The point of automating parking operations is to make it easier and more convenient for students, faculty, staff, and visitors to use our parking facilities. Parker’s customer service platform allows drivers to speak directly with a trained customer service representative who can solve any problems they may be experiencing when they are trying to enter or leave the facility, or when they are trying to pay,” said Mark Jesse, former Director of Parking and Transportation at UT Health SA.

This not only improved customer satisfaction but also showcased the organization’s commitment to providing efficient and prompt solutions to their clients.

Equipment Malfunction Notifications

Kaitlin Witkowski, Operations Manager at Platinum Parking Canada, emphasizes the efficiency and responsiveness of Parker Technology’s solution when addressing equipment malfunctions. The streamlined communication process stands out as a particularly rewarding aspect of the partnership.

“The speed at which the Parker Technology team responds to our facility’s needs is truly remarkable. A simple email is all it takes, and within minutes, we receive a management-level response confirming any requested adjustments to the script, addition of new regulations, or addressing general reporting questions. The ease of communication and responsiveness from Parker Technology is exceptional,” said Witkowski.

Beyond immediate assistance, Platinum Parking places great value on the reporting feature embedded within the Parker Platform. Witkowski commends the platform for its robust high-level reporting structure. The data includes metrics such as the number of calls taken, average queue time, average duration of Parker Technology’s interaction with customers, and the types of incidents captured.

The reporting feature has proven to be an invaluable tool for Platinum Parking, allowing them to keep the airport informed about the efficiency of their customer service operations.

Data-Driven Approach

UT Health leveraged technology not only to reduce wait times but also to gain valuable insights into common parking issues.

The implementation of Parker Technology’s platform provided real-time data about the types of issues users were facing. This data-driven approach enabled UT Health to prioritize and address common problems promptly, showcasing the pivotal role data plays in making informed decisions for efficient parking management.

“Originally there was a separate help button on the screen that people just couldn’t seem to figure out,” said Jesse. “Parker’s technical team removed that button and added a contact icon to the payment screen itself. It may seem to be a small detail, but it made all the difference in the world to our customers who struggled with the original configuration. Parker’s flexibility and willingness to think outside the box is one of the reasons that we love working with them.”

In the City of Las Vegas, the parking experience is a crucial part of the overall customer journey. Brandy Stanley, former Parking Services Manager for the City of Las Vegas, recognized the challenge of marrying technology and human interaction.

Data analysis revealed a significant finding – 87% of calls were attributed to human error rather than equipment malfunctions. Leveraging this information, Las Vegas implemented a strategy that combined advanced PARCS equipment with video intercom technology, allowing for instant, face-to-face customer service when users encountered difficulties, ultimately enhancing the overall customer experience.

“Marrying technology and customer service is our biggest challenge. As the Parking industry evolves, we are constantly striving to strike the balance between in-person contact and automation. That is the core of our effort to provide an excellent customer experience,” said Brandy Stanley.

The University of Houston (UH) recognized the fundamental role data plays in parking management. 

Embracing comprehensive data analytics, UH made informed decisions on resource allocation, service improvements and customer engagement strategies.

The acknowledgment that data is the backbone became a guiding principle, emphasizing the critical role data plays in enhancing the efficiency and effectiveness of customer service operations.

UH’s Assistant Vice President of Parking and Transportation Neil Hart, CAPP said, “We have an employee who looks at the Parker Platform every day. From that, we can see what issues arose. We can also see who didn’t have money to pay for parking, so then we can bill them. Parker helps us understand exactly what went on during any given day. Adding Parker’s platform was an essential step to successfully automating our parking. Since we automated, parking revenue has jumped by 23%. So, I’d say it has been a good investment.”

Elevating The Customer Experience

These four client stories illustrate the transformative impact of our solution in revolutionizing and elevating their customer service operations. From reducing wait times and addressing equipment malfunctions to leveraging data for informed decision-making, each organization showcased innovation and resilience.

As myriad parking departments navigate the evolving customer service landscape, these case studies provide valuable insights and inspiration for those seeking to revolutionize their strategies and create exceptional experiences for their customers.

If you want to learn more about how we can help your unique parking operation, contact us or visit our solution page.