ServiceNow: How Scheidt & Bachmann improved the parking experience
Do you remember the days when you needed a pocket of change to pay for parking your car? How things have changed!
Today the focus is on smart parking solutions with ticketless entry, automatic license plate recognition, live monitoring of parking space availability, use of QR codes, UHF windshield beacons , radio frequency identification and payment cards.
A smooth customer experience
Parking is a big deal. Owners of parking lots, garages and lots at airports, train stations, shopping parks and corporate offices know that today’s parking lots need to be fully operational 24/7. They should allow drivers to use them – and pay for them – quickly and easily, with a minimum of fuss.
By making the customer experience fluid, simple and practical, car parks have become a great opportunity to bring a value-added service culture to a once cold and impersonal interaction.
Stay operational 24/7
With technology now at the heart of the operation of car parks, it is imperative that these solutions are always fully operational and that maintenance and repairs are organized and executed with precision. Most of the innovations that are now standard features of today’s parking lots were developed by Scheidt & Bachmann.
We are a global leader, active in 50 countries. We wanted the right technology partner to equip us with the skills and solutions to successfully manage the efficient delivery of our service portfolio. We also wanted a partner to help our customers get the most out of our technology, maximize their parking lot revenue and meet their business goals.
For us, this partner is ServiceNow and its Field Service Management (FSM) and Customer Service Management (CSM) solutions. Our old self-developed tool served us well for 20 years, but admittedly was out of date. We replaced it with a harmonized service management tool and a fully integrated customer portal through which customers can log information and request support 24/7.
Now, if one of our technologies requires intervention in a car park, a ticket is issued via FSM, an engineer is immediately sent and the customer is automatically notified. Our engineers use a mobile app to order all the materials they need and to stay in touch with their base and the customer.
One of the main business benefits of using ServiceNow is the real-time data that allows us to investigate every service call. We can look at downtime, look at response times, and consider the optimal level of spare parts engineers need to do a first repair. It also allows better recording and monitoring of warranty work.
The location of each engineer is tracked in real time, allowing efficient routing to the next job. This speeds up response times and ensures that we have the right people in the right place at the right time, which dramatically increases productivity.
Our improved service management is also a big hit with our customers. An impressive 97% tell us they are satisfied or very satisfied with the service we provide, compared to a previous satisfaction rate of only 50%.
ServiceNow provides a benchmark for the future development of our business, and it will be the platform that allows us to provide additional services and growth.
Find out how we transformed the customer experience in our Now at Work session. Registration is free.
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ServiceNow Inc. published this content on 06 January 2022 and is solely responsible for the information it contains. Distributed by Public, unedited and unmodified, on 06 January 2022 15:57:13 UTC.
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