When we contacted the Ask the Experts volunteers with our question for October, we received a landslide of thoughtful responses and did not have enough room to include them all in the magazine. But knowledge should never be wasted! So, here are even more great answers to the October question, which was:
As technology increasingly makes parking a “touchless” service, how do universities, healthcare centers, airports, business campuses, and other large-scale parking operations keep customer service at the forefront?
Our Experts Responses:
Jonathan Wicks, CAPP
Project Manager
Walker Consultants
“Savy asset owners will integrate building and parking access to minimize operational expenses and credentials in circulation.”
Katherine Beaty
Executive Vice President of Customer Experience
TEZ Technology
“As parking becomes increasingly touchless, we can maintain top-notch customer service by integrating clear communication channels, proactive support, and personalized experiences within our digital platforms. Ensuring accessibility and providing on-site or remote assistance for more complex issues will help us keep the human element in focus.”
Larry J. Cohen, CAPP
Executive Director
Lancaster Parking Authority
“Touchless” is the epitome of customer service in parking facilities! When you can drive in and out of a facility and even make payment using LPR technology, we have reached “best-in-class” toll-road-like status.
Scott Petri
President
Mobility Parking Advisors
“The best means of determining customer needs is through periodic surveys. A suggestion box in a highly visible location also demonstrates that you are open to new ideas. Often, simply being asked is seen as being open to change. Since many customers do not know that technology can improve the parking experience, I recommend that the survey provide options that allow the customer to rank their importance.”
Kenneth Smith, P.E.
Parking Technology Engineer
Kimley-Horn and Associates, Inc.
“To maintain high customer satisfaction in touchless parking, organizations should prioritize user-friendly technology (easy to navigate and readily available), personalized experiences, seamless integrations, proactive maintenance, and active feedback channels.”
Margaret-Ann Leavitt
Chief Marketing Officer
National Car Charging
“While technology can streamline costs and enhance efficiency, it’s essential to maintain a personal touch and keep the human connection alive. For example, smart apps like those that make parking seamless are great, but they’re even better when paired with responsive teams ready to assist at a moment’s notice. Enhancing digital communication ensures customers feel valued and supported, even in a contactless environment.”
Nick Mazzenga, P.E.
Parking Technology Consultant
Kimley-Horn and Associates, Inc.
Touchless parking systems require significant backend effort, much like Amazon or other online retailers’ seamless shopping experience. For all the friction removed from the user’s end, a commensurate level of effort and resources is needed behind the scenes. Universities, healthcare centers, and airports must invest in design, infrastructure, and resources to ensure smooth operations. Keeping customer service at the forefront means acknowledging and addressing these behind-the-scenes challenges to maintain a seamless experience.
Brett Munkel , CAPP
VP, Healthcare & University Services
SP+, a Metropolis Company
“The answer lies in the quality, simplicity, and cohesion of the technology being used…the best systems are effectively invisible and become part of the journey with minimal if any, interaction. Reducing transactional complexity can free resources to focus more on the quality of service provided.”
Melonie Curry, MBA
Marketing Communications Manager
City of Houston, TX
“New touchless technologies may improve your efficiency, but are they effective in improving your customer experience? Their implementation will require you to identify new ways to stay in touch with your customer’s needs through surveys, reviews, and monitoring their account activity.”
Erik Nelson, PCIP
Principal
Walker Consultants
“Touchless services can provide good customer service if they are easy to use, work as expected, and don’t leave patrons feeling like they’ve been taken advantage of. That being said, professional, friendly, empowered, and empathetic support staff will ensure that even most frictionless operations have satisfied customers.”
Kathryn Hebert
President and CEO
TPMConnect
“Technology is rapidly evolving. Effective and inclusive communication is key. People want to feel included in the change process, and clearly communicating these changes is critical for gaining customer and public support, ensuring a positive impact on revenue streams, and maintaining overall satisfaction. It’s important to utilize all available communication platforms to reach the broadest audience possible. In our fast-paced, instant-response world, gathering customer and community feedback is essential for successfully implementing new technologies.”
Michael Buckley
Head of Service North America
FAAC Parking Solutions
“Customer service starts at the onset of the parking experience with a User-Centric design and Data-Driven Insights to help owners and operators understand usage patterns and customer behavior, enhancing an intuitive and user-friendly experience so customers can easily navigate and use the parking system without extensive assistance. Advanced Technology including mobile apps, automated payment systems, license plate recognition, and real-time parking availability updates help ensure ease in finding, reserving, accessing and paying for parking seamlessly. Despite the touchless nature of the services provided, clear signage and communication is crucial as well as a robust customer support system with both on-site support and remote assistance options.”
Click here for the Parking & Mobility magazine Ask the Experts column for October.