When Oulun Pysäköinti modernized its parking facilities with camera-based recognition technology, customer service had to evolve alongside. With Leadoo, 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 stood out due to its comprehensive references and advanced tools.
“We mapped out a few alternatives, and Leadoo was primarily favored due to recommendations. Leadoo appeared to have more complete tools compared to smaller operators. Cooperation was also extremely smooth right from the negotiation stage,” says Käsmä.
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
“Our internal processes have changed in a way that has freed up more time for customer service to focus on other tasks instead of basic routines,” Käsmä says happily.
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.
“I would definitely recommend Leadoo! The tools work well and serve our needs perfectly. It’s also easy to contact our dedicated representative, and answers are usually provided quickly.”
Oulun Pysäköinti in a nutshell:
- Industry: Parking operator
- Challenge: Closing the physical customer service point and the need to streamline digital customer service
- Solution: Leadoo bots and Livechat supporting customer service
- Key benefit: Reduction in routine inquiries and freeing up customer service resources for other tasks
