North American Support Center
Meet the support center as sophisticated as your smart-sensor guidance system: The Park Assist Support Center for North America. ÂŽ
The additional factor that makes advanced systems and processes truly valuable is the delivery of exceptional technical support. With the introduction of our Park Assist Support Center for clients in North America, we’re underscoring our commitment to ensure your installation is operating at peak performance levels. Through its core business intelligence, the multifaceted Park Assist smart-sensor system has redefined what a parking guidance system can do. Accordingly, our support center is designed to be an intelligent enhancement for your Park Assist installation. One that considers the unique role our guidance-and-beyond system plays in the context of your particular business/operation.
Seamless support with total ownership: From initial request to effective resolution. Empowered by the Park Assist cloud-based customer service platform, our Support Services Coordinator takes personal ownership of the entire process. Beginning with documentation of the initial request. Continuing with tracking and response. Escalating your tickets whenever needed. Right through to an effective resolution and followup reporting. With our Support Services Coordinator managing the entire tracking and resolution process, you’ll always know exactly where you stand. In addition to managing logistics, this coordinator keeps in contact with all stakeholders to stay abreast of current status for each support ticket. This includes daily status checks for all open tickets. Facilitation of real-time communication between client and Park Assist teams. And participation in calls led by the client’s Park Assist Account Manager.
Expert subcontractor selection and oversight: Leveraging our reliable, fully vetted network. To further ensure successful resolutions and client satisfaction, Park Assist has built a substantial national and regional network of reliable North American service providers. The knowledge of these preferred subcontractors is continually expanded through weekly online training sessions. We’ve also negotiated long-term agreements with these providers for maintenance work to manage costs and provide greater consistencies – all to benefit our clients. As part of the selection, scheduling and oversight process, our Support Services Coordinator refines the scope-of-work for each subcontractor engagement. Whether an engagement is a scheduled visit defined by an SLA, warranty work or an ad-hoc issue requiring a one-time service agreement, our Support Services Coordinator fully expedites the deployment while arranging for any needed onsite support.
Keeping the execution on time and on budget. Anticipating future needs. The total ownership approach of our Support Services Coordinator continues until a ticket is successfully and satisfactorily closed. The coordinator’s closeout activities include making sure predetermined budgets have been adhered to for both labor and materials. Surveying parts inventory to anticipate future needs. And when applicable, documenting unique case resolutions for future reference in our Park Assist knowledge base.
Another tangible example of our commitment to world-class support. At Park Assist, a successful installation is only the beginning of each client relationship. Our ongoing focus is to do everything possible to provide you with a high quality and highly reliable leading-edge system. The Park Assist Support Center is the latest example of our unwavering effort to make this a reality. A level of service that enables you to maximize the utility, performance and ROI of your smart-sensor system – while ensuring it continues to perform at the highest possible level.
Our Support Request Process: A strategic and thorough process to ensure successful resolutions and satisfied clients. Client
Park Assist
Service Request
Service Request Initiated
support@parkassist.com (Including photos and markup of PGS floor plan if applicable)
Ticket Created
Emergency Request i.e. Complete system failure or major hazard Call +1 203-309-6822
Triage Ticket Assign priority and request additional information (if required)
Request Acknowledgement Unique ticket number assigned
Diagnosis Phase
Request for Additional Information
If Required
Remote Diagnosis
YES
Onsite Intervention required?
Remote Diagnosis Notification
Onsite Service Work Quote (if applicable)
NO
Client Issues PO
Resolution Phase
Onsite Resolution
Remote Resolution
Client Receives Ticket Resolution Notification, including ticket summary.
TICKET SOLVED
Comprehensive plans for preventive maintenance. As an extension of our world-class continuum for reactive, incident-driven support, Park Assist offers extended levels of proactive support through comprehensive service agreements for preventive maintenance. These agreements provide the advantage of continuous system monitoring on multiple levels through account management, software optimization/maintenance and turnkey service coordination. Key program elements, designed to maximize system performance and owner/operator confidence, include: •
Monthly reporting on system performance
•
Periodic service inspections
•
Regular software upgrades
•
Monthly site visits
125 Commerce Court, Suite 11 Cheshire, CT 06410 USA +1 203-309-6822 www.parkassist.com New York San Francisco Cheshire Fort Lauderdale Sydney London Amsterdam Dubai Santiago Panama City
A member of the TKH Group
AN AFFILIATE OF THE INTERNATIONAL PARKING INSTITUTE
As an active member of The Green Parking Council, Park Assist has been proud to participate in the development of the Green Garage Certification Program: the first and only global rating system to define and recognize sustainable practices in parking structure management, programming, design and technology. The program is exclusively administered by Green Business Certification Inc (GBCI), the sole credentialing body for LEED and other key certifications.
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