How ParkNPay optimized their customer experience

Optimizing customer experience requires structured processes and clear accountability. Here is how we approach client onboarding.

Peter Walton - Parking Lot Manager

What caused PaynPark to start using Tallyfy?

PaynPark is an independent parking system focused on optimizing positive customer experience. In order to make our customers processes as quick and as easy as possible, we must simplify our own first.

As a team, PaynPark required a system with steps viewable by all employees so that our customers may receive the best customer service no matter who is working with them to manage their account. As a growing business, this is most important.

Processes run on Tallyfy

Our processes are divided into categories: Daily, Monthly and Events.

Our daily processes are mandatory each business day:

• Daily - Morning Review

Monthly processes are mandatory each month:

• Monthly - Batch Monthly Lease Payments
• Monthly - Left Permits
• Monthly - Pull Month End Financial Summary

Events are our largest category with instructional templates of each of the processes to follow when an action must be taken in our system. Some examples include:

• Event - Credit Card Declined Notice
• Event - Got Pin Code Deactivated Message
• Event - Lift Parking Gate - Remotely
• Event - New Monthly Lease Approval

Before Tallyfy and what we evaluated

As a small business, PaynPark managed its processes manually by outlining details through notes on customer accounts via our CRM, but this did not necessarily give all employees an instructional outline of what steps to take with specific situations efficiently like what Tallyfy offers.

PaynPark uses Tallyfy to document a history of processes and provide instructional steps to our employees.

PaynPark is an independently developed system and because it allows customers to secure their parking stall up to 20 minutes before arriving via text message, we monitor activities through our own system, carefully chosen CRM and API compatible to our needs to see and communicate to customers on the lot in real time.

How Tallyfy saved time and improved business

When testing Tallyfy with a new employee, efficiency and understanding of new processes were greatly increased. What could have taken weeks of training was compacted into a user-friendly interface that took less than a day to introduce in confidence. Based on hundreds of implementations we have observed, this dramatic reduction in training time is typical for teams adopting standardized, documented workflows for the first time.

With the improved speed at which we can complete the steps to our processes, we are able to solve some issues in less than an hour that may have taken us a day or more.

Specific improvements with employees and customers

Steps are preventative of mistakes and service to customers is fast and informative - all information needed for an interaction is found quickly. This makes our service superb and risk of escalation is decreased.

Team collaboration improvements

Yes, our team collaboration has improved from a scale from 7/10 to 10/10!

Comparing the skills and abilities of management vs. employees, Tallyfy allowed us to share more responsibilities and information. In discussions we have had about customer-facing operations, this pattern of improved management-to-frontline communication appears consistently across service businesses with 15-50 employees.

Features and integration

Sharing of processes across employees and guests, this makes it easy to share internally.

Tallyfy allows us to control the business process flow through other Apps our business via the powerful API that has been developed. The API integration is still a work in progress but due to the API documentation available it is clear that we will be able to connect any application or process our staff does into Tallyfy.

Overall experience and recommendation

Tallyfy is an extremely useful organizational tool that can greatly improve the quality of your interactions between customers and amongst team members.

What stands out about Tallyfy

The Tallyfy interface is extremely user friendly. It is easy and quick to set up templates for your employees as a manager, and even easier to follow the steps. Time is a virtue in a busy workplace, and Tallyfy saves us time by being simple and straight-forward.

Would we recommend Tallyfy

From our experience, we would recommend it to any business or department with several employees working in customer service or on cooperative projects, especially in an office setting. In my observation, businesses that standardize their service processes see the quickest improvements. In our office, we are implementing Tallyfy in parking lot management and in the Tenant Relations department.