How Scheidt & Bachmann improved the car parking experience

  • Customer Stories
  • Solutions
  • 2022
  • Jason Barnes
January 06, 2022

Car parking customer experience: A man walks away from a parked SUV with his cellphone in hand.

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 and exit, automatic license plate recognition, the use of QR codes, and the digitization of the parking process via apps.

A smooth customer experience

Car parking is big business. Car park, garage, and lot owners at airports, railway stations, retail parks, and corporate offices know that today’s parking areas need to be fully operational 24/7. They must enable drivers to use them—and pay for them—quickly and easily, with minimal fuss.

By making the customer experience smooth, simple, and convenient, car parks have become a great opportunity to bring a service culture, with added value, to an interaction that used to be cold and impersonal.

Staying operational 24/7

With technology now at the heart of the way car parks are operated, it’s imperative these solutions are always fully operational at all times—and maintenance and repairs are organized and executed with precision. Many of the innovations that are now standard features of today’s car parks have been developed by Scheidt & Bachmann.

We’re a world 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 portfolio of services. We also wanted a partner to help our customers get the best value from our technology, maximize income from their car parks, and meet their corporate goals.

For us, that 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 was no longer up to date. We replaced it with a harmonized service management tool and a fully integrated customer portal through which customers can log information and request assistance 24/7.

An impressive 97% tell us they’re satisfied or very satisfied with the service we deliver.

Now, if any of our technology needs attention at any parking location, a ticket is raised through FSM, an engineer is immediately dispatched, and the customer is automatically notified. Our engineers use a mobile app to order any materials they need and to stay connected with their base and the customer.

Improved productivity

One of the key business benefits of using ServiceNow is the real-time data that enables us to investigate every service call. We can look at the dwell time, review response times, and consider the optimum level of spare parts that engineers need to achieve a first-time fix. It also provides better recording and tracking of warranty work.

Each engineer’s location is tracked in real time, enabling efficient routing to the next job. This speeds response time and ensures we have the right people in the right place at the right time, significantly increasing productivity.

Our upgraded service management is a big hit with our customers too. An impressive 97% tell us they’re satisfied or very satisfied with the service we deliver.

ServiceNow provides a benchmark for the future development of our business, and it will be the platform that enables us to deliver additional services and growth.

Find out more about how we transformed the customer experience in our Now at Work session. Registration is free.

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