Yonge Sheppard Centre
The Client
The Yonge Sheppard Centre is a mixed-use development maintained by RioCan REIT. The multipurpose parking facility caters to residential, commercial, and retail parking users. At nearly 700,000 square feet, the Yonge Sheppard Centre's parking facility is the second-largest in the GTA.
The Challenges
Following a change in tenants, the Yonge Sheppard Centre saw a dramatic reduction in the number of vehicles parking after 11:00 p.m. As a result, RioCan began exploring how they could effectively maintain a premium customer service experience without substantial traffic volumes to warrant 24/7 staffing throughout their parking facilities. With an immediate need to minimize operating expenses, RioCan approached Precise ParkLink for a solution.
"When we approached their client relations team with an emerging need to create operational staffing efficiencies, it was clear they understood what the issue was and exactly how they could resolve it to our complete satisfaction. Simply put, they were eager to help however they could," said Rosa Garofalo, General Manager at Yonge Sheppard Centre.
The Solution
Upon receiving RioCan’s request, Precise ParkLink proposed deploying their Interactive Parking Assistance Response Centre (IPARC™) program to continue providing a 24/7 service and support presence for Yonge Sheppard Centre’s customers without having to commit to staffing a dedicated overnight shift.
Within less than one week, our technicians were on-site, making the necessary modifications to the hardware. Our client relations manager worked closely with RioCan to develop a specific site profile. “I could not have been more pleased with Precise ParkLink’s implementation team. The transition to the IPARC system was completely seamless, and we received no customer complaints about the two-day installation period," said Garofalo.
This was our client's opportunity to outline what kind of service they want their customers to receive — right down to a standardized greeting, how to process lost ticket requests, where pay stations are located to direct customers, how to provide payment instructions, and more. From this, we developed formal operating procedures for the site and distributed the document to our IPARC client care team, who would ultimately be responsible for providing the overnight coverage.
"Precise ParkLink invited me to their live central monitoring facility. Immediately, I was impressed with the quality of their call centre staff. They answered calls within a few seconds, greeted each customer in a friendly tone, and were knowledgeable about each site's specific requirements," said Garafolo.
By offering 24/7/365 coverage, the IPARC solution gives our clients total flexibility in deciding what support they need and want. Yonge Sheppard Centre could leverage IPARC as a low-cost staffing alternative without sacrificing service levels or equipment reliability. Our factory-trained monitoring staff not only provide overnight coverage for eight hours seven days a week, but they are available during regular business hours to act as a backup for breaks and in the case of emergencies.
Final Words
“I’ve had the pleasure of working with Precise ParkLink since 2005 and have personally witnessed the professionalism of their staff and the responsiveness of their service as our operation needs have evolved over the years.
The efficiencies that Precise ParkLink has afforded us are all the more impactful as commercial and property management firms across Canada feel the pressure of diminished revenues from their parking operations. Even in these unprecedented times, our investment in Precise ParkLink's solutions continues to pay dividends. The IPARC service has allowed us to remain agile in the face of uncertainty, continuing to offer our tenants and their customers a premium experience without the risk of in-person interactions.
As a property manager with significant national representation, RioCan needs to attract the best tenants with industry-leading technology and customer services. Time and time again, Precise ParkLink has proven to be an enthusiastic and innovative partner in meeting these strategic goals."
- Rosa Garofalo
General Manager
Yonge Sheppard Centre
Summary of Parking Services
Vario Flex
IPARC
Equipment Maintenance
Signage
Secure Revenue
Validation Solutions
IPASS
Related Case Studies
COMMERCIAL PARKING MANAGEMENT SOLUTIONS
About Precise ParkLink
CANADA’S PARKING INDUSTRY LEADER FOR MORE THAN 30 YEARS.
When Precise ParkLink was founded more than 30 years ago, the company was a two-person field operation with a simple aspiration: to make a difference in the world of parking automation.
Since then, Precise ParkLink has grown into a nation-wide managed services and technology firm with more than 700 employees across Canada, a head office in Toronto, and 13 supporting offices across the country.
But what sets us apart from other parking operators isn’t where we are, it’s what we are: a full-service parking solutions provider. One source for all your parking-related needs.
Precise ParkLink manages thousands of parking lots on behalf of hundreds of property owners. We supply cutting-edge technology and services to thousands of clients in the healthcare, municipal, commercial, institutional, and private sectors.
Being a vertically integrated company puts us in a unique position. We can provide a level of management and technical integration that is best-in-class. Just ask the hundreds of clients to whom we’ve delivered cost-effective and customer-focused solutions over the years.