Case

Parkway Corporation

Parking
Centralization with high level integration of third party systems.
United States of America
Parkway Corporation
FlinQ, Commend

About Parkway Corporation

Founded in 1930, Parkway Corporation acquires, develops, manages, sells and leases commercial parking facilities across the United States and Canada. The company faced a wide and expanding range of stand-alone highly-developed systems, which became increasingly difficult to operate and manage. Because of that, there was a strong need for centralization and integration.

About Technology

Parkway’s new 24/7 Customer Care Center uses TKH Security’s brand FlinQ to get the job done. With FlinQ software, Commend Intercom Systems and the knowledge of TKH Security, modules such as voice and video were integrated in the Customer Care Center. As a result, Parkway is now able to help their clients with any question.

Additionally, video monitoring and analytics ensure active contact with the parking environment. Data generated can be used to improve operations management and execute further action.

“By using a single user-friendly platform for all operations, a considerable reduction of operating costs was achieved, rising to 50%”RJ Juliano, Vice President, Chief Information Officer and Director of Marketing at Parkway Corporation

In the words of our client

RJ Juliano, Vice President, Chief Information Officer and Director of Marketing at Parkway Corporation: “The FlinQ platform makes it really easy to report on customer experience. How many calls with complaints about issues or outages in a facility did we receive? How many e-mails? We see all channels being used by the customer".

Juliano continues: "Our current platform FlinQ was the third attempt to centralize. By using a single user-friendly platform for all operations, a considerable reduction of operating expenses (such as payroll) was achieved, rising to 50%. The platform creates scale and stability, making parking an asset. Integrated, automatic revenue control, site monitoring and gate management improve the customer experience while delivering up to 15% more revenue.

We did not and do not have the luxury of standardizing on one single parking system as we often buy existing parking facilities or are managing for third parties. So we needed something that could integrate with nearly anything to ensure a consistent customer experience, even though the customer experience in the field varied. We had to make some investments there.

The initial deployment took several years. Parking system by parking system we integrated and tested them and then turned them on. We went through post-production support and changes. A cycle of subprojects developed for each of our major field systems to get them into our system, feel how they work and adjust the software and/or business process.

We also overhauled our entire network and most of the intercom systems across our company. Today, the network architecture is data- and voice-driven, for intercoms and data going back and forth between the FlinQ platform and our field systems. We use a combination of VPN and MPLS with almost 100% uptime guarantee from our provider who eliminated a lot of the extra complexity and infrastructure.

We continued to increase profitability and customer satisfaction across our locations, removed $250K in network infrastructure costs and upgraded the quality of network, video and audio (intercom) capability to reduce support costs and improve customer experience.”

Hardware & software

  • FlinQ, the world’s only platform for combining customer contact, vendor-agnostic integration and business intelligence for parking operators
  • Commend, covering every intercom need, from door intercom systems to complex integrated solutions