Smooth road ahead for Park Rite with Intellicom’s communications solution
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Smooth road ahead for Park Rite with Intellicom’s communications solution
Park Rite needed a telephony solution that would enable them to drive forward their business. We were delighted they pulled up to our door and have really enjoyed working with the team there to deliver a highly flexible telephony solution that gives them the confidence to bid for new outsourcing contracts, knowing they can deliver….
Park Rite needed a telephony solution that would enable them to drive forward their business. We were delighted they pulled up to our door and have really enjoyed working with the team there to deliver a highly flexible telephony solution that gives them the confidence to bid for new outsourcing contracts, knowing they can deliver.
In some of the busiest areas of Dublin city, the Park Rite name stands as a well known brand in car parks but the company has a number of additional business interests in Ireland, each requiring reliable and flexible communications with customers and road users.
It’s a fast-growing business and Park Rite selected Intellicom to work with them to deliver a contact centre and telephony system solution that has the flexibility and reliability to grow, as the business does.
In addition to the management of car parks, Park Rite also provides parking enforcement and management for councils around Ireland and manages the tolling contracts for the M3 and M4 motorways on behalf of the National Roads Authority. These various business interests have diverse requirements from day to day management and customer relationship perspectives but each come back to providing a smooth experience for the end-user.
“Our business model and the services we deliver require us to be able to respond to end-users quickly and efficiently to enable them to get on with their day, said Stephen Byrne, commercial director at Park Rite. “We required a contact centre and telephony solution that would enable us to deliver the very best in customer care and ensure that we are able to deal with end-users in a very efficient manner to meet the specific commitment of our outsourcing contracts with clients. Our business demands that we have a robust and reliable communications platform and in-built flexibility was something that we were keen to achieve in the new solution.”
The business requirement had two aspects to it; firstly Park Rite needed to provide a phone system within their own corporate office and secondly required a solution that enabled them to provide a bespoke contact centre and telephony solution and services for each of our outsourced contracts. End users make contact via a dedicated phone number which, when routed to the contact centre, would be answered with the appropriate name and enable access to the appropriate system. In many cases, according to Park Rite, it’s their ability to deliver a personalised solution to clients, who may own car parks that they manage or a town council they run the parking enforcement for, that wins them the contract. Park Rite needs to deliver on those promises and the flexibility and reliability of the contact centre is central to that.
Following a four way bidding process, Park Rite selected Intellicom to deliver the contract centre and telephony solution. Their existing system was reaching end of life and was no longer able to deliver what the business needed and the flexibility that is required to enable the business to grow.
Intellicom has delivered an on-premise telephony solution for Park Rite which provides the back-end to their call services and contact centre team.
With the contact centre handling calls on behalf of a number of Park Rite clients, a comprehensive call routing solution has been put in place that enables agents to handle end-user calls within the appropriate client environment on the system, meeting all data protection requirements.
The contact centre solution for Park Rite also includes the ability to record calls and supervisors and management have a wall board which displays all critical information relating to calls including waiting times, average call duration and a variety of other information which they can tailor to give insight to the business as they need it including real-time reporting. Park Rite reports that since the system has been installed, they have noticed a significant improvement in call routing which has a positive impact on employees and end-users of their services.
A critical requirement for Park Rite in selecting a communication system partner was the ability to self-provision users and services on the system. The previous system required an engineer visit on site to provision new users and the inherent delays in this approach affected the businesses responsiveness to client requirements.
“The solution for Park Rite is an on premise Intellicom system and it was critical to Park Rite that they are able to self-provision numbers, dedicated call queues and other services as an when needed, said Neil Wisdom, managing director of Intellicom. “This ability for customers to self-manage their systems is an integral part of the Intellicom system and it’s a benefit of our solution that is hugely popular with customers. Waiting for an engineer to arrive is both time consuming and costly and it distracts our customer from getting on with their business. Our solution removes that barrier and enables a more responsive relationship with the system.”
In addition to the contact centre solution, Intellicom has also delivered the telephony system for Park Rite’s standard corporate telephony users with services including follow-me numbers, vmail to email and soft clients being deployed. These telephony services can also be rolled out as and when needed as, in addition to the head office in Dublin, Park Rite has additional small offices or car park desks around Ireland. They now have the ability to easily deploy more systems as offices open; another key requirement in the bid that Intellicom delivered on.
“Flexibility and scalability are very important to us in the outsourcing business, continued Stephen Byrne. “With Intellicom, we are confident that if we bid for an outsourcing contract and it requires us to deploy a small office or phone in a town somewhere around Ireland, new flows for call or new payment solution, we can do it quickly and easily and in a very cost effective way.”
The Intellicom solution saw Park Rite’s existing lines ported onto Intellicom’s SIP based solution with existing handsets re-used on the new system. The deployment of the new system was expedited by Intellicom in order to take place simultaneously with an upgrade to their telecoms links. As part of the solution, Intellicom has installed their own backup telecoms connectivity which provides resilience and also disaster recovery services.
Byrne concluded “While there were a number of companies responding to our tender, we felt that in the Intellicom solution we were getting the very good benefits and quality of some of the much larger solutions but without the associated high costs. The solution works very well and has a flexibility that gives us great confidence to recommend more customised solutions to our clients in bidding for outsourcing contracts. It has been a very cost effective investment and future-proofs our communications so that we can drive forward with the business.”