owing?Why Not?
police officers spent signifi- cantly less time towing and more time protecting the city. However, as in any busi-
ness, there are certain chal- lenges that companies will face when rolling out new capabilities:
Change Control It is important to organ-
ize thorough training for all user constituents when intro- ducing change. Many blue collar workers do not use
computers regularly and may need additional training to become familiar with new tools.When streamlining a process that involves multiple parties to accomplish one goal, all par- ticipants must understand their roles so that the total system functions properly. Just like customers have been communicating with
businesses in person and over the phone for decades, many customers today expect to be able to interact with companies online, and will become frustrated if online resources do not exist. When the right mix of people, processes and technology
come together, one of the most important results is improved customer service.Our 24 x 7 call center processes over 10,000 calls eachmonth and if we didn’t have capable representatives with the proper training and right tools, costs and customer complaints would increase.
Cost Recovery Benefits The demand on time and resources required to transition
to more automated processes can seem daunting and costly, but the end result will reduce costs in the future. In San Fran- cisco, more efficient processes decreased the administrative burden on the city, while increasing accountability and con- trol; customers reported greater satisfaction; and improved response times meant more police were back on the streets protecting the public. Overall, automating the towing process has shown immense cost recovery for the City.
Where do we go fromhere? In the past decade, we’ve seen the industry embrace
change. Not only has the towing segment evolved, but we’ve also seen innovations in the way we pay for public parking, license plate recognition at traffic intersections, expansion of GPS tracking and video surveillance. This is only the beginning. Parking and transportation logisticswill continue to expe-
rience the necessary changes to comply with the needs of cities and customers. By continuously capitalizing on evolv- ing technologies and best practices, the industry can and will take service and efficiency to the next level.
John Wicker is the CEO of Autoreturn –
www.autoreturn.com PT
Complete Systems Integration for
Parking...and Beyond.
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Contact your local PARC Group integrator today:
Northeast: Ber-National Automation Rochester and Western NY 585-482-8525
www.bernational.com
Ber-National Controls, Inc. Central NY and Syracuse 315-432-1818
www.bernationalcontrols.com
Entry Guard Systems Virginia
804-423-6523 800-488-3519
www.entryguardsystems.com
Richard N. Best Associates, Inc. PA, NJ, DE, MD 215-945-9240
www.rnbest.com
Wescor Parking Controls Inc. MA, CT, RI, NH, VT, ME 508-832-6305
www.wescorparking.com
Northwest: Entrance Controls WA, OR, ID, MT, WY, AK 206-622-0452
www.eci-nw.com
Midwest: Hanen Electric Indiana, Kentucky 812-948-1493 800-377-PARK
www.hanenelectric.com
Light & Breuning, Inc. Indiana, Michigan 260-422-6456
www.lbpark.com
Signature Control Systems Ohio
614-864-2222
www.signaturecontrols.com
TAPCO
Wisconsin, Illinois 262-814-7000 800-236-0112
www.tapconet.com
Southwest: ProTech Access Texas
713-776-8324
www.protechaccess.com
Southeast:
Access Control Systems LLC TN, KY, MS, AL 615-255-4466
www.acs-llc.com
Florida Door Control Florida
321-254-8011
www.fdc.com
ITR of Georgia Georgia, Alabama 770-496-0366 Ext 214
www.itrofgeorgia.com
JL Roberts & Associates Louisiana, Mississippi 504-831-8113 www.
jlrpark.com
Southern Time Equipment Co. The Carolinas, 5 locations 800-849-5654
www.southerntime.com
Canada: Ontario Parking Systems Ltd. London, Ontario, Canada 519-667-1482
www.ontarioparking.com
PARC Automation Inc. Toronto, Ontario, Canada 866-225-7272
www.parcautomation.com
Stinson Equipment Montreal, Quebec, Canada 514-766-3567
Mexico/Puerto Rico: Automatic Control Technology San Juan, Puerto Rico 787-782-6006
www.automatic-pr.com
Automatizacion y Trafico Alto Mexico
52-55-5580-0992
www.alto.com.mx
www.parcgroup.com
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