Magazine article CRM Magazine

SpotHero Settles in with UJET: UJET Has Helped the Parking Platform Provider Cut Telephony Costs in Half

Magazine article CRM Magazine

SpotHero Settles in with UJET: UJET Has Helped the Parking Platform Provider Cut Telephony Costs in Half

Article excerpt

Chicago-based SpotHero lets drivers reserve parking spaces at thousands of garages, parking lots, and valets in major cities across the United States and Canada. The company, which was founded in 2011, caters to a largely mobile user base that contacts support as needed via their smartphones.

Phone calls are indeed central to its business, but SpotHero was driving around in circles with its outdated and piecemeal telephony equipment and its unreliable service provider.

So in September, SpotHero turned to UJET to provide its customer support telephony infrastructure. The company installed UJET's IVR product, which includes full on-boarding support, voice-mail, direct access points, and overcapacity deflection, along with UJET's internal data visualization and workforce management application programming interfaces, which plugged in seamlessly to SpotHero's Monet Software WFM system.

SpotHero recently added the UJET mobile software development kit to its iOS app, extending the relationship with UJET beyond telephony to a full-service customer experience solution with integrated triggers that allow agents to prompt customers to send photos, screenshots, videos, and text input, as well as verify through fingerprint, all in real time. SpotHero is also testing the UJET chat product.

"There are so many companies out there that say they streamline customer support, but none of them do it quite like UJET," says Nate Peace, support operations manager at SpotHero. "At Spot Hero, we pride ourselves on our customer service. Switching to UJET allows us to maintain world-class service even as we and our customer base of urban drivers scale."

In evaluating solutions, SpotHero had several very basic requirements. For one, it needed to maintain a high level of service. Also high on Spot Hero's list of priorities was a solution with an intuitive implementation and simplified cost structure. The majority of other providers reviewed by Spot Hero had very expensive per-minute voice charges and an implementation process that would take weeks, with a team of engineers needed to make it happen. They just weren't realistic.

"We also needed something that was customizable so that when a customer calls, we can take their information and connect him with the right [agent]," Peace said. …

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