Beyond the Gate: The Top 8 Expectations Parking Operators Have of Their parking Management Systems Partners
For parking operators, the efficient management of their facilities is paramount. It directly impacts customer satisfaction, revenue generation, and overall profitability. In this dynamic landscape, the choice of a Parking Management System (PMS) partner is a critical decision. Operators seek true collaborators who understand their unique challenges and can provide solutions that are not only functional but also future-proof.
At Orbility, with our experience across diverse parking verticals and over 20 countries, we’ve gained an understanding of what matters to parking operators. Here are the top 8 expectations they consistently voice when selecting a PMS partner:
1. Unwavering Reliability: Robust Equipment Built to Endure
Parking equipment faces harsh environmental conditions and user interactions, making robustness and reliability essential. Operators require assurance that their investment will endure these challenges and function consistently.
This necessitates quality materials, careful engineering, and thorough testing. Equipment failure leads to lost revenue and customer dissatisfaction. Therefore, a parking management system (PMS) partner must deliver durable hardware solutions that minimize maintenance and maximize uptime.
2. Seamless Integration and Control: Software Capabilities and Open APIs
Modern parking operations rely on various software applications for tasks like online bookings, permit management, CRM and finance. Consequently, operators expect a PMS partner to offer advanced software capabilities and open APIs.
Seamless integration with existing infrastructure is crucial for a unified management system. Open APIs facilitate data flow between the PMS and other vital systems. This integration streamlines operations and provides data for informed decision-making.
3. Responsive Support: A Strong Service Network and Commitment to SLAs
Even with great technology, problems can happen. This makes the speed and quality of service response crucial for parking operators.
They expect a PMS partner with a local presence and skilled technicians to provide strong service capabilities. Operators often require Service Level Agreements guaranteeing rapid response times, sometimes as short as 4 hours. A PMS partner’s commitment and capacity for timely and effective support are crucial for building lasting trust.
4. Embracing Individuality: Options for Customization and Branding
In today’s competitive world, brand identity is important for parking operators. They want to create consistent and positive customer experiences. Therefore, customization options from a PMS partner are a significant expectation. This includes the ability to personalize
equipment color and design to match brand guidelines. Operators also need tailored reporting capabilities to gain relevant business insights. Furthermore, many people highly value the option to implement complex tariff structures.
5. Long-Term Investment Protection: Availability of Spare Parts for a Decade or More
Investing in a PMS is a major financial decision for parking operators who need assurance that their investment is protected long-term. A crucial element of this is the availability of spare parts for an extended period, typically 10 years or more. A PMS partner that guarantees long-term spare parts availability demonstrates a commitment to the durability of their solutions and their clients’ success.
6. A Collaborative Approach: Willingness to be a True Business Partner
The relationship between a parking operator and their PMS provider should be more than just a vendor-client interaction. Operators want a genuine business partner who is invested in their success and actively contributes to their competitiveness and profitability. This requires a deep understanding of the operator’s business objectives, challenges, and the competitive environment, going beyond simply providing technology. A proactive partner will share best practices and collaborate on strategies to improve efficiency and maximize revenue.
7. Future-Forward Thinking: A Commitment to Innovation and Technological Advancement
The parking industry is continuously evolving because of technological advancements and changing consumer expectations. Therefore, parking operators require a PMS partner that actively invests in technology and innovation. This includes exploring solutions like cloud-based reporting and analytics for real-time insights and remote management.
Integration with EV charging infrastructure is increasingly important. SaaS models can offer greater flexibility and affordability, especially for smaller sites. Additionally, developing digital applications can improve customer experience.
8. Functional Richness: Managing Complexity and Ensuring Operational Continuity
Modern parking facilities often involve complex scenarios with different lots, nested zones with varied access rules. Consequently, operators expect a functionally rich application capable of managing this inherent complexity and diversity.
Furthermore, operators need assurance that the system can maintain essential functions even with intermittent or no network connectivity to ensure business continuity. Finally, the system must be robust enough to handle peak periods without performance issues. This functional depth and resilience are crucial for operators to effectively manage their diverse parking assets.
