Multiple measures taken simultaneously, precise efforts made, Kunming Smart Parking Information Platform customer service more convenient

Kunming Intelligent Parking Information Platform (hereinafter referred to as the "Information Platform"), in accordance with the "Internet plus Parking" model, takes parking space sharing as the core concept, uses the Internet of Things, the Internet, artificial intelligence, big data and other advanced technologies to collect and integrate parking space information and resources, release parking space information, carry out parking space sharing, improve parking space turnover and utilization, and alleviate urban parking problems. The platform is constructed by Kunming Smart Parking Construction and Operation Co., Ltd. (hereinafter referred to as the "Smart Company") and was completed and put into operation in 2020. It has been approved by the Ministry of Transport to be included in the "Transportation Power" Smart Parking Level Improvement Pilot Project. As a city level information platform, it can undertake the data of on road and off road motor vehicle parking spaces in the city, and has functions such as parking space query, reservation, sharing, travel information guidance, and electronic payment. At present, the platform has access to over 1.33 million parking spaces, 7.85 million registered members, and serves more than 7.37 million vehicles. The electronic payment rate for online parking has reached 90%.







In order to improve the customer service hotline connection rate, complaint resolution rate, and car owner service experience, further enhance the service capabilities of the information platform, and fully leverage the role of the information platform as a parking service window, the Municipal Transportation Bureau organized the Municipal Smart Parking Company to optimize customer service with the goal of optimizing services, adhering to problem oriented and systematic concepts, and optimizing customer service.





Expand the number of customer service representatives and enhance processing capabilities

In order to respond to complaints in a timely manner, improve processing efficiency and service quality, the platform has added a large number of customer service personnel. After personnel supplementation, the customer hotline connection rate has increased by 30.83%, and the completion rate within the specified time has reached over 90%.






Extend services and optimize workflow

Based on the experience data of previous customer processing, the platform has re planned and adjusted the workflow and work mechanism, adjusted the working hours of hotline customer service, extended the hotline customer service time to 21:00, adopted assembly line operation, and strengthened the linkage of agents: firstly, the hotline customer service specialist is responsible for answering complaint calls and recording the problems reported by complainants. The second is to have a dedicated customer service representative responsible for verifying, handling, and providing feedback on complaint issues. The third is to assign a dedicated person to handle and provide feedback on hotline voice messages during non working hours. As of July 2024, the average monthly completion rate of the information platform has reached 94.63%.






Empowered by technology, enhancing service experience

In order to reduce the waiting time of car owners and improve the efficiency of customer service hotlines, the information platform optimizes the customer service system by updating the customer service end of the Yunzhi Parking APP/Mini Program, scientifically and reasonably classifying parking problems encountered, improving guidance quality and efficiency, and facilitating customer service verification. At the same time, the complaint handling function of the platform will be updated, and an information platform customer service workbench will be added to make the operation more convenient and efficient. The service port can also quickly solve feedback problems received. The second is to increase the voice navigation function of the hotline service phone, further improving the hotline connection rate and enhancing the timeliness of the hotline customer service.






Next, the Municipal Transportation Bureau will supervise and guide the Municipal Smart Parking Company to improve its parking service management level, continuously promote the upgrade of the smart parking platform, enrich service content, and provide better quality services for car owners