What is Remote Monitoring: Incident Tracking

In the last ten years, in the early days of remote monitoring, technology improvements in parking garage payment systems led to a reduction or elimination of cashier booths. Automation can never completely replace human interaction in customer service and the parking industry was searching for a new way to help customers, often with expanded coverage to 24 hours a day, 7 days a week, 365 days a year.  In parking locations, customer service needs don’t always end when daily office hours end so complete call coverage was a need in the industry. In addition, more detail and analysis on the calls received was critical so property owners and operators could preemptively spot and identify equipment and customer issues. The fulfillment of these needs was the genesis for creating Park On Call. 

24/7/365 coverage, live troubleshooting, robust reporting and analytics, and video feeds are just some of the benefits we offer, but this week we’re taking a deeper dive on our Incident Tracking feature.

Detailed Reporting & Analytics

From initial call to complete resolution, we track every aspect of every call. Each day, our clients receive incident reports conveying important information regarding the calls received from that day. These reports detail several aspects of the call, all of which offer a unique benefit to the client. Shown below are some of the fields in these reports, illustrating some of the information you would receive for each call. 

Incident IDs are used to identify and organize calls as they come through. If calls need to be reviewed further after the initial interaction, they can be referred to by their Incident ID. Call Issues classify each call by the type of issue that was responded to. These calls can be categorized as equipment issues, ticketing issues, payment issues and more. By categorizing these calls with a brief explanation of each issue, property owners/operators are able to view these daily reports in an efficient and simple way to see what types of issues are going on in their garages daily. Plus, with the combination of this section and others within the reports, our clients are able to identify possible ongoing issues that can be addressed preemptively. 

The date and time of the call, which lane the call came from, whether the gate arm was vended, whether the property owner/operator was notified, and any additional notes are all readily available to you within your Incident Tracking reports. These sections allow our clients to really hone in on these calls with more details. Having access to the date and time of the call allows property owners/operators the ability to view trends identifying high volume call times, as well as for specificity when following up with a specific incident. 

We mentioned that categorizing the issue type of each incident along with other parts of the report can lead to the identification of ongoing issues in a garage. The Lane field shows you when a specific lane may have had equipment issues, prompting you to investigate a need for machine maintenance or repair, potentially minimizing revenue loss. Without these reports, property owners/operators would have to rely on word of mouth from employees or customers about these potential issues, which could take days or weeks. With a daily report, our clients get an efficient view of the cold, hard facts and are able to act within the first 24 hours of a potential issue. 

One of the most important jobs we have is customizing our service to fit our clients’ policies. Which issues (if any at all) our clients want to vend for, and the timing of when they want to be notified are two things our clients can customize with us. Some clients want to be immediately notified when tickets are not being read correctly by the machine. No matter what your preference is, we’re here to help. We keep note of these preferences in our customized service platform to ensure that your needs are being met in the way that is best for you. 

The Fields section includes any additional notes that could be useful to our clients such as any notable or special information regarding incidences that cannot be summarized in the other sections. This section leaves room for the uncertainty that can come when humans are involved that can’t always be quickly summarized into clean categories.

We Track Everything

Finally, we record each and every customer interaction. If a customer is ever unhappy about any aspect of their experience, it can be key for property owners and operators to review the call themselves to understand the full scope of the issue. We know relying on the “he said/she said” of a situation isn’t enough, and we want to ensure that you have access to the facts. 

Service is everything to us. Our Incident Tracking feature will ensure your parking operation can function in a fully seamless fashion, giving you the insights you want in the efficient timing you need. Incident Tracking with Park On Call is just one small part of what will make your operation even more successful and we’re excited to show you the difference it can make. 

Contact Park On Call at (844) 972-5444 or visit us at www.parkoncall.com for additional information.

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