TECHNOLOGY : 24/7 PARKING OPERATOR
Client Overview
The Client is a dynamic app-based platform that simplifies parking, offering services such as parking bookings, space rentals, and EV charger location services. With a community of thirteen million drivers and forty-five thousand space owners, The Parking Client envisions a world with hassle-free parking and a focus on environmental sustainability. They are committed to saving customers time and reducing parking-related stress.
Strategy
The Parking Client’s strategic imperatives included reducing the backlog of customer queries, streamlining the customer experience journey, and leveraging Boomerang’s expertise in customer experience management. Their primary goal was to partner with Boomerang to improve their customer service operations, enhance quality management, streamline processes, and introduce new systems to support their growing customer base.
The partnership between the Parking Client and Boomerang began in June 2021. Boomerang was initially tasked with addressing the backlog of customer queries, particularly related to parking space issues, payment concerns, and other customer inquiries. The partnership allowed the Parking Client to refocus its internal resources on innovation, particularly the launch of its Electric Vehicle (EV) charging business. Boomerang’s involvement extended to handling EV-related queries, aligning their customer service offering with The Parking Client’s growth initiatives.
Challenges
The primary challenge was to address the Parking Client’s backlog of customer queries efficiently. Boomerang was expected to handle a wide range of customer inquiries through live calls, webchat, and emails.
These inquiries encompassed various issues, such as resolving situations where paid parking was unavailable, processing refunds, and addressing booking and payment queries. The Parking Client needed Boomerang to maintain the same level of customer service quality and adherence to processes as if they were part of the internal team.
Outcomes
Boomerang swiftly addressed the challenge by onboarding and training new staff members in collaboration with the Parking Client. The comprehensive training program focused on essential skills, quality standards, and cultural nuances, ensuring alignment between UK, USA residents and South African staff. Boomerang established a supportive environment to uphold existing processes, policies, and compliance requirements, including ISO and PCI standards.
Boomerang’s role extended beyond customer support to include administrative tasks like refund processing, thus relieving the Parking Client’s team of these responsibilities. An omni-channel approach was adopted, allowing customers to communicate through various channels, with phone support being the primary method due to its real-time nature.
The Result
Boomerang’s partnership with the Parking Client has yielded substantial results. The Client’s UK and USA -based customer experience (CX) team now focuses on proactively preventing issues, while Boomerang handles real-time problem-solving. As a result, the summer of 2023 marked the Client’s most successful season in terms of customer support.
Boomerang’s expertise in human resource scheduling and flexibility allowed the Client to manage increasing query volumes flexibly and effectively. The backlog of customer tickets, which once reached thousands, has been reduced to a mere couple of hundred during peak seasons, despite a growing customer base.
Trust and collaboration between the two teams have been essential to their success. The Client and Boomerang maintain open communication to identify trends and address issues promptly, fostering a strong partnership.
Continuous improvement remains a focus, with Boomerang actively exploring AI solutions and CX tools. Boomerang has even extended its support to address space owner-related inquiries, further enhancing the Client’s operational efficiency.
This improved service has resulted in an increase in Trustpilot ratings and CSAT (Customer Satisfaction) ratings, highlighting the positive impact of Boomerang’s partnership on customer satisfaction.
In conclusion, Boomerang’s collaboration with this leading Parking Client has not only resolved immediate challenges but also contributed to a more efficient and customer-centric operation. The partnership continues to evolve, driving success and growth for the Client.
From agents to team leaders, all the way through to management, Boomerang consistently demonstrates a problem-solving, can-do attitude that has been instrumental in shaping our business relationship. This positive attitude is a cornerstone of our partnership and sets the tone for our collaboration.
The dedication of the Boomerang team is truly commendable. Their unwavering commitment to supporting us is evident in their hard work and their willingness to go the extra mile. When there’s a shortage of staff in a particular area, they don’t hesitate to step in and lend a helping hand. This level of flexibility and dedication is a testament to Boomerang’s ability to maintain a motivated, happy, and productive workforce.
One of the most valuable aspects of our partnership with Boomerang is the open and honest communication we share. When challenges arise or problems surface, we have complete confidence that Boomerang will take ownership of the issue and find a solution. This trust is the bedrock of our relationship, and Boomerang consistently delivers on their commitments.
In summary, the partnership between us and Boomerang has been marked by a collaborative spirit, a dedicated team, and a strong foundation of trust. Boomerang has not only met our expectations but consistently exceeded them, making them an invaluable partner in our journey to enhance customer experience at our company.