Case Study #3
Wickes portfolio –
Wickes
Timeline: Since 2006
Project: Improved Customer Journey
Solution: ANPR, Attendant Service, Data-reporting, and StoreGuard
Seizing Opportunities
We didn’t wait for Wickes to come to us. We saw the potential for improvement at their sites and we reached out to them. As luck would have it, the timing was perfect because Wickes was already on the hunt for something new, something better for their parking needs and for their customer experience.
The Right Fix For Wickes
Why did Wickes trust us with transforming parking management across a major slice of their portfolio? Two reasons: technology and data. Wickes was looking to reduce their reliance on attendants and introduce more automation and data capture. Their tech was outdated, their signage confusing and they were using a wide variety of suppliers.
What we offered was nationwide management. This included hi-tech solutions such as our state-of-the-art ANPR, providing a vast amount of customer information, from vehicle counts and stay duration to comparable reporting by slicing the data any-which-way they liked using our client portal. It included our retail fraud and security alert system StoreGuard, to let management or security personnel know when someone on a retail watch list entered their car park. And, where needed, it did include G24 parking attendants. All to help them to create a smoother parking experience for every customer from the moment they enter a Wickes car park.
Client Care
Customer service played a massive role in not only helping us to win over this client, but in the relationship we’ve subsequently built with them. Our Client Liaison Managers weren’t just occasional email pals, they were on the frontline, connecting regularly with store teams, providing insights, listening to any concerns, and suggesting improvements. That close contact made all the difference in the evolution of our partnership.
Navigating Hurdles
Every project comes with its challenges. For Wickes, it was all about ensuring a perfect customer journey, bolstered by data insights, top-notch security, and ensuring that parking wasn’t just functional, but also customer-centric.
Together, We Thrive
With our data-rich solutions, Wickes can now effortlessly manage staff parking, gauge the success of new product launches, and ensure customers spend more time shopping than hunting for parking spots. A win-win! From that day back in 2006 when we were given a test run with a number of their most challenging stores, we’ve grown together, and as of now, we proudly manage the parking needs of 100 Wickes stores, with more on the horizon.