FMS Parking Team Named Finalist for 2023 IPC Awards – Parking Team of The Year

We are thrilled to announce that FMS (FAAC Mobility Services) has been named a finalist for the prestigious 2023 IPC Awards in the category of Parking Team of The Year. This exceptional recognition underscores the outstanding achievements of our Customer Service Team under the exemplary leadership of Ioana Dulau.

The Parking Team of The Year

The FMS Customer Service Team has consistently demonstrated an unwavering commitment to delivering top-tier service, and their collaborative synergy is truly remarkable. Their seamless teamwork, both within their group and in their interactions with clients and other stakeholders in the parking industry, sets them apart. Despite their relatively recent formation, their cohesion and teamwork have been extraordinarily impressive.

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Since the establishment of the control room in 2023, FMS has been entrusted with all aspects of customer responses and operational management of assets. The control room operates tirelessly around the clock, providing a wide range of services, including first-line customer support, prompt responses to intercom inquiries covering both parking-related questions and general station information, efficient handling of phone calls, management of parking charge notices, and continuous monitoring of car park systems to minimize disruptions for customers.

Serving clients with a vast network of car parks spanning the East Coast, the FMS team oversees 23 parking facilities across 9 locations. Their responsibilities encompass addressing a diverse array of inquiries, catering to the needs of transient users, daily commuters, and season pass holders alike. Their responses and customer engagement are delivered with the same level of dedication and professionalism as if they were direct employees of the client, ensuring that they consistently meet the high standards expected by their teams.

The introduction of FMS marked a transformative milestone for the FAAC Group, shifting from being solely an equipment supplier to offering comprehensive end-to-end services. This evolution has allowed FAAC to provide a more compelling value proposition to its clients and, ultimately, their end-users. This transition brought previously outsourced and locally managed calls in-house, resulting in a seamless shift and a noticeable improvement in customer satisfaction, accompanied by a significant reduction in complaints.

What makes the FMS team outstanding

their unwavering commitment to customer service, constant availability, and eagerness to assist users. Their excellent communication skills enable them to effectively address a wide range of issues, whether technical, operational, or safety-related. Their exceptional attention to detail allows them to adeptly monitor multiple screens, instruments, and data streams simultaneously, ensuring that no critical information slips through the cracks. Their quick decision-making prowess is invaluable, particularly in handling time-sensitive matters and upholding operational efficiency. Above all, their willingness to go the extra mile to enhance service quality and support the car park owner in refining on-site facilities is a testament to their unwavering dedication. They are always prepared to go the extra mile to improve the service where they can and to assist the car park operator.

In action, FMS has enhanced the safety, security, and overall efficiency of parking facilities for our clients in several practical ways:

• Enhanced Security: The managed car park service allows for real-time communication between patrons and staff, crucial for addressing security concerns, preventing unauthorized access, and responding to emergencies promptly.
• Improved Customer Service: With the well-implemented intercom system, customers can easily seek assistance, request information, or report issues, improving their overall experience and maintaining a positive reputation for customer service.
• Efficient Operations: The 24/7 monitoring and support ensure that parking facilities can operate smoothly at all times, with trained professionals available to troubleshoot technical issues or assist patrons when needed.
• Cost-Effective Solution: Investing in a managed service means that calls are no longer diverted to a third-party service if staff are not available.
• Customisation: The managed car park service has been tailored to meet the specific needs of each facility, allowing different policies and procedures to be in place after an event or during disruption.
• Emergency Response: In the event of accidents or medical emergencies, the managed service plays a vital role in alerting first responders and providing them with critical information, potentially saving lives.
• Remote Management: Car parks are remotely monitored, and all issues such as missing paper and equipment issues are swiftly dealt with, leading to increased customer satisfaction.
• First Contact Customer Resolution: The 24/7 managed service means that issues and inquiries are resolved at the first point of contact, and the customer does not need to provide further information to solve the issue.

We are proud of the remarkable work done by the FMS Parking Team, and being named a finalist at the 2023 IPC Awards is a testament to their dedication and excellence in customer service. We look forward to the final results and the opportunity to further enhance parking facilities and customer experiences in the future.