Case Study: Parkingeye (Aryza Engage)

Situation

Parkingeye was receiving high volumes of calls, many of which involved straightforward enquiries that did not require an agent.

Motorists had no alternative to calling, and routine queries were still being handled by customer service agents. This placed unnecessary pressure on the team and increased waiting times.

Task

Parkingeye wanted to reduce avoidable calls and give motorists a faster way to resolve routine enquiries.

The objective was to introduce a self-service channel that could provide clear guidance, direct customers to the appropriate next step and reduce the number of queries reaching an agent.

Action

Aryza supported Parkingeye in implementing a WhatsApp Agent that automatically responds to routine enquiries and directs motorists to the payment portal where appropriate.

The Agent also provides an alternative route for queries relating to disabled parking permits, known in the UK as Blue Badges.

During implementation, Aryza trained the team to manage the system independently. Parkingeye can now add or remove steps from the Agent journey as requirements change, without relying on Aryza for every update.

Result

The Agent now handles around 80% of approximately 150 weekly conversations without human intervention. This has reduced waiting times and lowered the number of enquiries reaching customer service agents. It has also enabled Parkingeye to reduce headcount.

Motorists can access relevant information more quickly, while agents can focus on cases that require individual support.

Customer Feedback

“Aryza has been easy to work with, and we are looking forward to continuing our relationship with them. Their professionalism and collaborative approach helped us create a new solution that delivered value.”

David Whittle
Customer Service Manager, Parkingeye