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CampusParc & The Ohio State University
How CampusParc Overcame Third-Shift Challenges at The Ohio State University with Parker Technology
13,000+
Third-Shift Calls Answered
21 Seconds
3rd Shift Average Wait Time
Location
Columbus, Ohio
Industry
University/College
The Challenge
Retaining reliable staff members for third shift and weekend dispatch was increasingly difficult.
The Solution
Implementing Parker Technology for 3rd shift operations
With over 66,000 students, almost 30,000 faculty and staff, a major medical center with six unique hospitals, and a campus hosting countless events year-round, managing parking at The Ohio State University is no small task. For CampusParc, the company responsible for all campus parking efforts, the goal has always been to create a smooth on-campus parking experience, while still administering parking procedures set by the university.
“We’re a little different in that we are not just a parking company. We’re an investment that happens to run parking,” explains Sarah Blouch, President and CEO of CampusParc.
President & CEO of CampusParc
With a diverse group of parkers consisting of students, staff, faculty, visitors, contractors, patients and medical professionals, CampusParc found that over time, they needed growth in their third-shift operations – a difficult shift to staff but important, nonetheless.
From that point, their decision to work with Parker Technology was driven by a need to have a partner that understood and could manage their system’s complexities, address staffing challenges, and deliver an exceptional customer experience during the most challenging shifts.
Challenges CampusParc & The Ohio State University Faced
CHALLENGE 1
Staffing Difficulties Over Night Shifts
Retaining reliable staff members for third shift and weekend dispatch was increasingly difficult.
“We faced significant challenges with the overnight and weekend dispatch,” explained Sarah Blouch. “We couldn’t consistently fill the roles with quality personnel.”
Even when the third shift was staffed, the leadership team encountered inconsistent service. “Sometimes the phone would ring, and they would choose not to answer,” Bob Murray, Chief Technology & Business Solutions Officer, added.
CHALLENGE 2
Cost Inefficiency
Third-shift positions required full-time salaries for roles that were not consistently busy. “We were filling it as a full-time position, but it wasn’t a full-time job at all,” Bob Murray shared.
CHALLENGE 3
Complex Operations
CampusParc’s responsibilities extended beyond parking, including managing elevator entrapment calls and integrating with Ohio State University’s complex rules which includes approximately 30 permits having different garage access profiles; and 12 visitor validations with differing amounts; across 17 garages covering over 15,000 spaces; with over 140 call access points.
CHALLENGE 4
Customer Experience and Revenue Balance
While CampusParc must maintain a positive return on investment, customer experience is still at the forefront of their operations.
“We have a 24/7 parking operation with a wide variety of customers, and we want them all to have a great experience,” Karen Hartley, IT Project Manager at CampusParc shared.
The Solution
CampusParc partnered with Parker Technology using “Parker Part-Time” service to implement a tailored call management system designed to enhance third-shift operations. Parker provided:
Completely Customized Call Handling: Parker adapted its solution to fit with CampusParc’s existing system, using custom facility rules to ensure every call is answered properly and promptly.
Comprehensive Service After Hours: Parker’s call center handled gate calls, elevator entrapments, and other inquiries during overnight and weekend shifts.
Training the Right Way – As Told by Experts: Prior to working at CampusParc, Bob Murray oversaw a call center – and has high standards when it came to call center staff training. Bob Murray shared:
Many years ago, we went to visit the Indianapolis call center, and the way that you train your staff was key for us. I had done the same thing in a past life. I trained the same exact way and to the same standards. Ultimately, the system and the way you trained on it were the two pieces that put you over the top.
Chief Technology & Business Solutions Officer
Implementation
Where CampusParc faced headaches and staffing challenges prior to Parker, they found the implementation process to be surprisingly simple. “It wasn’t hard. The implementation was easy,” Bob Murray stated.
The implementation process was smooth and collaborative:
- Adaptability & Code Changes: As not every parking facility is the same, Parker Technology’s product team worked to understand CampusParc’s unique needs and created a solution tailored to their system. “We were so happy to work with Parker – and you made code changes to handle our processes. It was definitely a positive experience,” Bob Murray stated.
- Commitment to Improvement & Quality Assurance: For each new facility, Parker Technology’s quality assurance team reviews call data during the early stages of garage implementation, to ensure calls are handled properly.
Parker was able to implement the complexity of our operations and provided expertise where we could simplify and most importantly, pointed out things we didn’t consider. Not only did they take our complexity and deal with it, but they also brought their experience to the table to help make what we are doing even better.
The Results
After implementing Parker Technology, CampusParc experienced benefits beyond just answering calls:
Customer Experience, prioritized
1 minute, 40 second Call Handle Time
13,000+ Calls Answered
21 seconds: 3rd shift average wait time
Parker’s trained call center staff ensured quick and professional service for all customers, including those in emergency situations.
leveraging new data
With Parker Technology’s detailed data tools, CampusParc can review call recordings and data anytime, and use the information to make any adjustments to their service.
“I use Parker Technology’s data to get a good picture of how our garage system is operating. It gives me peace of mind as we work towards continual improvement.” Bob Murray stated.
Cost savings & unique situations solved
Cost Savings: Outsourcing third-shift operations to Parker reduced expenses by eliminating the need for full-time staff for part-time workloads. Bob commented: “We are saving money, absolutely. It wasn’t a full-time job at all, but it was a need.”
Unique Situations Solved – Elevator Assistance: Before partnering with Parker Technology, CampusParc was also responsible for handling emergency elevator calls in all Ohio State garages.
“It’s not all that often, but when people become trapped inside the elevator, it often creates a panic situation.” Sarah Blouch shared. Through this need, Parker Technology was able to incorporate elevator help calls within the same solution.
We had to establish a protocol, otherwise, if you don’t get to a person in time, the fire department comes, and they’ll just whack your door to pieces. That’s expensive. So, we rely on Parker to try to make sure we’re timely in getting a response and getting somebody out there.
President & CEO of CampusParc
While elevator assistance may not traditionally fall under parking operations, Parker Technology incorporated this need into its solution, ensuring no campus visitors are left staring at closed elevator doors.
Looking to the Future
Looking ahead, CampusParc is exploring tighter integrations between Parker Technology and other parking support systems such as T2 – making The Ohio State University parking experience even more seamless.
“The partnership, the open book, all of that makes Parker feel like an extension of our team,” Karen Hartley concluded.
Third shift staffing struggles, unanswered calls, and elevator headaches are all things of the past after Parker Technology’s partnership with CampusParc. Today, the parkers at The Ohio State University experience a consistently positive customer experience– and CampusParc experiences a wealth of data, cost savings, and after-hour improvements to meet long-term investment goals as the university’s concession manager.
“We love Parker’s Technology’s approach, model, culture, and you listen. Parker Technology is willing to entertain ideas of things that haven’t been done before – but still deliver on what you do best.”
Learn more about how Parker Technology can give you peace of mind in your facility’s operation
Check out our other articles about how we’ve assisted similar universities, or reach out to our team to get the conversation started.