Case Studies CALE Parking Finds Success with Zendesk

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	CALE Parking Finds Success with Zendesk

CALE Parking Finds Success with Zendesk

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Cities & Municipalities Transportation
Applicable Functions	Field Services
Use Cases	Remote Asset Management
Services	System Integration Training
Challenge	As CALE recently prepared to convert 40,000 single-space meters to multi-space pay stations in downtown Chicago, the company realized it needed a more reliable way of keeping track of trouble tickets. The fast-growing company had tried using a Microsoft Outlook-based plug-in ticketing system, but was frustrated by the results. CALE needed a web-based system that did not require an MS Exchange server or software that had to be installed on every computer—a serious trouble ticket system that would allow their distributed team to collaborate when delivering customer support. Adding to the urgency, CALE had agreed to provide 24/7 support for the Chicago parking program and handle thousands of toll-free calls from end users in the city of Chicago. CALE faced a potential deluge of calls and needed an easy way to track and access support information quickly. Read More
About Customer	Headquartered in Clearwater, Florida, CALE Parking Systems USA has been a leader in the parking meter industry for over 50 years, installing more than 50,000 pay stations in 35 countries. CALE Parking Systems USA has more than 7,000 pay stations installed in over 80 US cities, college campuses, and privately-owned parking lots. These highly sophisticated stations go beyond the limits of traditional parking meters by allowing owners to manage multiple spaces at once and accept credit cards. As a result, the company must be prepared to respond to a wide variety of complex customer support issues. Read More
Solution	When Nethery started Zendesk’s free 30-day trial, it took less than 20 minutes to set up a new online support system. Within 30 days, CALE had completely migrated its help desk operations to Zendesk. In March 2009, CALE added a second Zendesk account dedicated solely to its Chicago parking end user call center operation. CALE now holds weekly meetings in which all company technicians log on to Zendesk and discuss open issues. The team prioritizes tasks and closes out finished cases much more quickly and accurately than when technicians used to circulate spreadsheets with current statuses. Customers have noticed the difference in service. By moving to Zendesk, CALE has revolutionized its business. In addition to manufacturing, selling, and supporting parking kiosks, the company now runs a national call center for parking equipment support—even fielding questions about its competitors’ machines. Offering this comprehensive service has provided the company with a new revenue stream and positioned its service offering to win new customers. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Cities & Municipalities

Transportation

Applicable Functions

Field Services

Use Cases

Remote Asset Management

Services

System Integration

Training

Challenge

As CALE recently prepared to convert 40,000 single-space meters to multi-space pay stations in downtown Chicago, the company realized it needed a more reliable way of keeping track of trouble tickets. The fast-growing company had tried using a Microsoft Outlook-based plug-in ticketing system, but was frustrated by the results. CALE needed a web-based system that did not require an MS Exchange server or software that had to be installed on every computer—a serious trouble ticket system that would allow their distributed team to collaborate when delivering customer support. Adding to the urgency, CALE had agreed to provide 24/7 support for the Chicago parking program and handle thousands of toll-free calls from end users in the city of Chicago. CALE faced a potential deluge of calls and needed an easy way to track and access support information quickly.

About Customer

Headquartered in Clearwater, Florida, CALE Parking Systems USA has been a leader in the parking meter industry for over 50 years, installing more than 50,000 pay stations in 35 countries. CALE Parking Systems USA has more than 7,000 pay stations installed in over 80 US cities, college campuses, and privately-owned parking lots. These highly sophisticated stations go beyond the limits of traditional parking meters by allowing owners to manage multiple spaces at once and accept credit cards. As a result, the company must be prepared to respond to a wide variety of complex customer support issues.

Solution

When Nethery started Zendesk’s free 30-day trial, it took less than 20 minutes to set up a new online support system. Within 30 days, CALE had completely migrated its help desk operations to Zendesk. In March 2009, CALE added a second Zendesk account dedicated solely to its Chicago parking end user call center operation. CALE now holds weekly meetings in which all company technicians log on to Zendesk and discuss open issues. The team prioritizes tasks and closes out finished cases much more quickly and accurately than when technicians used to circulate spreadsheets with current statuses. Customers have noticed the difference in service. By moving to Zendesk, CALE has revolutionized its business. In addition to manufacturing, selling, and supporting parking kiosks, the company now runs a national call center for parking equipment support—even fielding questions about its competitors’ machines. Offering this comprehensive service has provided the company with a new revenue stream and positioned its service offering to win new customers.

Impact #1	CALE now holds weekly meetings in which all company technicians log on to Zendesk and discuss open issues. The team prioritizes tasks and closes out finished cases much more quickly and accurately than when technicians used to circulate spreadsheets with current statuses.
Impact #2	Customers have noticed the difference in service. People get an email confirmation of their support ticket within two minutes, and everything is tracked through to resolution. Issues can often be resolved within an hour, but even when they can’t, customers are always kept informed of their case status.
Impact #3	By moving to Zendesk, CALE has revolutionized its business. In addition to manufacturing, selling, and supporting parking kiosks, the company now runs a national call center for parking equipment support—even fielding questions about its competitors’ machines.

Impact #1

CALE now holds weekly meetings in which all company technicians log on to Zendesk and discuss open issues. The team prioritizes tasks and closes out finished cases much more quickly and accurately than when technicians used to circulate spreadsheets with current statuses.

Impact #2

Customers have noticed the difference in service. People get an email confirmation of their support ticket within two minutes, and everything is tracked through to resolution. Issues can often be resolved within an hour, but even when they can’t, customers are always kept informed of their case status.

Impact #3

By moving to Zendesk, CALE has revolutionized its business. In addition to manufacturing, selling, and supporting parking kiosks, the company now runs a national call center for parking equipment support—even fielding questions about its competitors’ machines.

Benefit #1	Converted 40,000 single-space meters to multi-space pay stations in downtown Chicago.
Benefit #2	Installed more than 50,000 pay stations in 35 countries.
Benefit #3	More than 7,000 pay stations installed in over 80 US cities.

Benefit #1

Converted 40,000 single-space meters to multi-space pay stations in downtown Chicago.

Benefit #2

Installed more than 50,000 pay stations in 35 countries.

Benefit #3

More than 7,000 pay stations installed in over 80 US cities.

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Overview

CALE Parking Finds Success with Zendesk

Operational Impact

Quantitative Benefit