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Platinum Parking
The “Go-To Solution”: Platinum Parking’s Remedy to Payment Headaches
9 Seconds
Average Wait Time
78 Seconds
Average Call Handle Time
At a Glance
Platinum Parking has grown from a single Dallas location in 2000 to over 300 facilities nationwide, driven by a strong focus on operational detail and performance. As the business scaled, small issues at the gates began to significantly impact both revenue and customer experience. To address this challenge at scale, Platinum Parking partnered with Parker Technology in 2019 to deliver reliable, 24/7 service anchored on improving customer experience.
Location
United States
Industry
Private Operator
The Challenge
Maintaining a strong customer experience while scaling nationwide.
The Solution
Platinum Parking implemented Parker Technology’s 24/7 customer support service.
Platinum Parking started in Dallas, Texas, in 2000 with a single location. They now operate over 300 facilities in the United States with over 100,000 parking spaces and 500+ staff members. Platinum Parking’s growth is a direct result from the close attention to detail they pay to each location they manage.
For large, multi-location parking operators, seemingly small moments at the gate can have an outsized impact on revenue and customer experience. A single payment issue, confusing prompt, or delayed response can quickly turn into unhappy customers and lost revenue. Couple that with a large-scale operation, and the managing company faces a significant challenge of balancing efficiency and customer experience.
Platinum Parking manages a diverse portfolio of parking locations across North America, each with its own equipment, business rules, and customer expectations. As the company scaled, leadership recognized a common challenge across facilities: the challenge to handle parking exceptions efficiently without overburdening frontline staff.
To address this challenge at scale, Platinum Parking partnered with Parker Technology in 2019 to deliver reliable, 24/7 service anchored on improving customer experience.
“We wanted to work with someone who knows our business. [Parker Technology] is parking specific. That's all they do.
President at Platinum Parking
Challenges of Scaling While Maintaining Customer Experience
Challenge 1
Lost Revenue at the Gate
Payment issues at exit gates were a frequent reality. These issues were often handled by simply vending the gate, the quickest way to alleviate the problem.
“Previously, if someone was having a payment issue at the gate, they would get buzzed out because that was the easiest thing to do,” explained Chuck Stills, VP of Operations at Platinum Parking.
While efficient in the moment, this approach resulted in significant revenue loss. Stills notes that “Most of the time, the customer needs help with the payment process.”
Even the most advanced equipment can’t eliminate human error entirely. This makes live, knowledgeable support critical to resolving issues in real time.
Challenge 2
Scaling Support was Costly and Inefficient
As Platinum Parking expanded, the need for a partner capable of handling spikes in call volume, 24/7 coverage, and multiple locations became evident. However, fulfilling round-the-clock service in-house proved to be more costly and operationally complex.
Platinum Parking was receiving such high call volume, that without software to handle multiple simultaneous calls, in-house support struggled to scale along with growing demands.
Challenge 3
The Need for Parking-Specific Expertise
When it came to parking calls, Platinum Parking saw a clear distinction between answering a call and handling an exception. Generic call centers could pick up the phone, but they lacked the parking-specific expertise required to resolve issues, protect revenue, and support growth.
With Parker Technology, parking exceptions are handled end-to-end by a team who understands the industry, safeguards revenue in real-time, and supports growth through responsible, U.S. based operations.
The “Go-To Solution”
With Parker Technology in place, customers encountering issues at the gate were immediately connected to Parker Technology’s trained customer service representatives (CSRs) who handle the unique rules of each Platinum Parking location. During implementation, Parker Technology worked closely on each facility to understand how to best support the customer and their goals for the operation.
Parker Technology’s integrations with Platinum Parking’s Flash, Amano, and TIBA PARCS systems allow CSRs to support customers when they experience trouble while parking. Adey states that the CSRs “can get into the PARCS system that we’re working with and push rates – and all the things to create more revenue for us.”
Instead of defaulting to free exits, customers receive live guidance that leads to completed payments and a seamless integration.
“CSRs can get into the PARCS system that we're working with and push rates – and all the things to create more revenue for us."
President at Platinum Parking
The Results
Since integrating Parker Technology, Platinum Parking has reaped both operational and experiential benefits:
*Data collected from 2025
A Transformation of Revenue
26% Revenue Generating Calls
For calls handled by Parker Technology in 2025, 26% of calls were revenue generating.
136 Daily Calls
Across Platinum Parking locations, Parker Technology handled an average of 136 calls per day.
A Transformation of Call Process
Calls Answered in Less Than 10 Seconds
The average wait time for a call to be handled at Platinum Parking locations is 9.47 seconds.
Calls Handled in 78 Seconds
On average, calls are handled in just over a minute, at 78 seconds.
Increased Revenue Capture
By replacing buzz-outs with live payment coaching, Platinum Parking significantly reduced unpaid exits. Issues that once resulted in lost revenue are now resolved at the gate.
“More payments are made, less people driving out without paying, so that has real ROI."
VP of Operations at Platinum Parking
Operational Efficiency at Scale
As Platinum Parking expands, Parker Technology is a built-in part of the rollout. Chuck Stills emphasizes this, stating “when [Platinum Parking] gets a new location or there’s an equipment switch where there’s an intercom requirement, Parker is the go-to solution. There’s no thinking about it.”
Data and Insights from Parker Technology
Beyond live support, Parker Technology’s reporting gives Platinum Parking visibility into trends and insights, helping leadership make more informed decisions.
Matt Adey touched on this. “If we want to see when peak times are, if we need to adjust our staffing, we look at call volume, we look at types of calls, why people are calling, do we need to change our signage in our garages to solve a customer issue? There’s a lot of different ways you can use the data.”
A Partnership Built on Trust
For Platinum Parking, smarter exception handing doesn’t stop when a call is answered. It’s about protecting revenue, scaling efficiently, and delivering a better experience in every lane.
By partnering with Parker Technology, Platinum Parking transformed moments of tension into opportunities for long-term value. What was once a source of lost revenue is now a reliable, trusted system that grows alongside the business.
“There's always the argument that you do this yourself, but that's expensive. [Parker Technology] can do it better and cheaper than we can do it ourselves."
President at Platinum Parking
Learn more about how Parker Technology can give you peace of mind in your facility’s operation
Check out our other case studies about how we’ve assisted similar parking operations, or reach out to our team to get the conversation started.