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01

The Client

Just Park has developed an app which provides access to parking
spaces. So far, they have helped over 4.5 million drivers park across
over 45,000 locations in the UK.

Just Park has developed an app which provides access to parking spaces. So far, they have helped over 4.5 million drivers park across over 45,000 locations in the UK.

02

The Brief

Quantanite’s team in Bangladesh had already been carrying out back
office services for Just Park – peer to peer parking space approvals.
Last summer, however, they found themselves facing a front office
dilemna.

Gabor Gyenes, the company’s Head of Customer Support explains:

Quantanite’s team in Bangladesh had already been carrying out back office services for Just Park – peer to peer parking space approvals. Last summer, however, they found themselves facing a front office dilemna.

Gabor Gyenes, the company’s Head of Customer Support explains:

Our business is seasonal, and summer is our busiest period.
Last summer, we had a really large amount of incoming tickets
which we were trying to battle through. We’d already been working with Quantanite in Bangladesh, and then we heard they were able to help with customer-facing queries.

Our business is seasonal, and summer is our busiest period. Last summer, we had a really large amount of incoming tickets which we were trying to battle through. We’d already been working with Quantanite in Bangladesh, and then we heard they were able to help with customer-facing queries.

It seemed like the obvious solution.”

As with all our customer-facing services, it was crucial that our agents in
South Africa worked as a natural extension of our client’s company.

As with all our customer-facing services, it was crucial that our agents in South Africa worked as a natural extension of our client’s company.

We didn’t just want a contractor.
The culture fit was the most
important thing for us.

We didn’t just want a contractor. The culture fit was the most important thing for us.

We have a tone of voice that we use within customer support. We wanted to make sure the customer experience stayed the same, even though it’s a different team answering the queries.”

03

The Process

Just Park’s busiest period was just around the corner, so speed was
important. Quantanite’s customer care team were in constant contact
during the initial set-up, making sure that everything ran smoothly.

Just Park’s busiest period was just around the corner, so speed was important. Quantanite’s customer care team were in constant contact during the initial set-up, making sure that everything ran smoothly.

The set-up was a really good experience.

From early conversations to full training took just a few
weeks, which was really promising.”

From early conversations to full training took just a few weeks, which was really promising.”

Even at the initial interview stage

what really impressed us was
the level of professionalism,

what really impressed us was the level of professionalism,

…and the attitude towards customer service in general.
The team is really customer focused, which is fantastic to see.”

…and the attitude towards customer service in general. The team is really customer focused, which is fantastic to see.”

To make sure the South African team were the right fit for the company, our clients had the opportunity to interview each of the shortlisted candidates.

Just Park had recently developed a formalised training program for customer service agents, and our team took part in this to make sure everyone was on the same page in terms of knowledge.

04

The Result

The team began working during the height of the pandemic,
when many customer service centres were struggling to cope.

The team began working during the height of the pandemic, when many customer service centres were struggling to cope.

Many contact centres during COVID were saying their phone lines were completely shut, but we kept our support just the same as it was before COVID.

We definitely made the right call.

Soon after lockdown eased, we saw a significant increase in parking to the point where we saw record parking days.”

The sheer volume shows how much of a help they were. The level of care stands out.

They are immersed within our teams and our culture, always asking questions about how they can go above and beyond for our customers.”

In the first month, the South African team resolved over 7,600 tickets, and achieved a one-touch ticket percentage which was higher than our client’s UK teams. For help with all front office tasks, including customer support, get in touch with the Quantanite team.