Introduction to Oulun Pysäköinti

When Oulun Pysäköinti modernised its parking facilities with camera-based recognition technology, customer service had to evolve too.

With Leadoo AI, the company successfully shifted its customer service focus to digital channels, reduced routine inquiries and freed up the small team’s time for developmental work.

Oulun Pysäköinti Oy is the largest parking operator owned by the City of Oulu, with its most well-known site being the underground facility, Kivisydän. In an expert organization of four people, every employee’s contribution is critical, and continuous development is at the heart of their operations.

From Physical Service Points to Seamless Digital Interaction

A little over two years ago, Oulun Pysäköinti began a major transition. Parking facilities were updated to be ticketless and partly barrier-free through automatic camera recognition. This technological leap also meant that the traditional physical customer service point was no longer needed.

As customer service moved to phone and email, Account Manager Hanna Käsmä soon noticed that many inquiries followed a predictable pattern.

“We noticed similarities in the inquiries and started thinking about how we could make information easier to find on our website, so that customers could smoothly find answers to their questions themselves” Käsmä explains

The solution was a smart bot tool to assist customers right when a question arises.

Why Leadoo?

During the evaluation phase, Leadoo AI stood out due to its comprehensive references and advanced tools.

The onboarding process received praise specifically for its phased approach, where experts from different fields supported the implementation within their specific roles.

Less Routine, More Time for Development

Although Oulun Pysäköinti does not use Leadoo for traditional lead generation, the results have been significant for the organization. The greatest benefit has been the reduction in customer service workload.

• Fewer “Unnecessary” Inquiries: Bots guide customers to the right information. For example, matters not handled by the company, such as parking enforcement, are now filtered out by the bot before reaching a customer service advisor
• Freed-up Resources: With routine tasks handled by automation, the small team has more time to focus on service development
• Utilizing Data: The company closely monitors the tone and topics of conversations. If a topic recurs frequently in the bots, it is addressed with more in-depth content on the website or social media

Independence and Analytics as Favorite Features

Oulun Pysäköinti appreciates the ease of use of the Leadoo platform, especially the ability to train and edit bots independently. Comprehensive reporting and Livechat have also been in active use.