Systems integration service for enhanced customer satisfaction and proactive optimisations including reducing data migration time by 1/3
Executive summary
Challenge: Interparking delivers the best customer service through developing and managing parking spaces throughout Europe. To further enhance customer satisfaction, they needed to create an API systems integration solution. To optimise processes and improve efficiency, the client moves from an older system to microservices in the cloud.
Approach: We implemented a forward-looking systems integration solution with API for the client’s loyalty programme. On a daily basis, we collaborate within the client’s teams following the Spotify model, where we recommend optimal solutions for implementation.
Result: The systems integration optimises the process of adding loyalty discounts, enhancing customer satisfaction by eliminating manual actions. Our Scrum Master leads the team responsible for maintaining the system’s continuity. Our professional, proactive approach ensures smooth system development and ongoing improvements, including regular data migration with optimisations that have reduced migration time by 1/3.
Services:
Table of contents
About the client
The Interparking Group has been engaged in developing, purchasing, renting, and managing parking lots throughout Europe since 1958. Through the strong customer-centric approach and the high-quality parking lots they offer, they have become one of the top three market leaders in the parking industry in Europe.
Their parking lots can be found in over 400 cities across 9 European countries, with the headquarters in Belgium. As the best customer experience is their main focus, Interparking’s engaged, hospitable service staff provides accurate information and leverages cutting-edge technological advancements in their daily work.
System optimisations and high efficiency
Our client is dedicated to delivering the best customer service possible. For that, their parking system needs to be up to date with the latest technology. To optimise processes and improve efficiency, the older parts of the system are now being gradually replaced with new solutions based on microservices.
Future Processing’s specialists work in the client’s tribes according to the Spotify model, and any module we develop is made of separate microservices. With our proactive approach, we advise on possible solutions for implementation.
Our technical experts participate in business meetings and share their perspective whenever necessary. We also completed a systems integration project to improve the client’s value proposition for their partners and clients through a loyalty programme.
Better customer service through systems integration
One standalone project involved systems integration through API with one of the loyalty programme providers in Belgium. We conducted a Discovery Workshop to create the project roadmap and get to know our client’s specific needs and goals before moving on to the development and testing phases. We defined the shape of the API and how the data is exchanged between the systems. This solution is forward-looking and may be used again with other partners and loyalty programmes.
A shopping centre issues loyalty cards for their customers and partners. Our API now ensures that the cards automatically add a parking discount whenever their users are leaving their cars in our client’s parking lot. The integration also allows the discount to be included based on the right number plate of a vehicle.
Our integration significantly optimises and automates the process and ensures high customer satisfaction. Before, the loyalty programme users needed to print a parking ticket and get a rebate after that, which took time and actively engaged customers in manual action, which is now 100% automated.
Proactive approach streamlining everyday work
On a daily basis, our experts work in different tribes across the client’s company. We deal with various tasks, proactively proposing possible solutions, handling data migration, systems integration, and adding new features. Our collaboration supports the client’s solutions’ implementation in various markets in Europe. Every country has its own rules and needs, and the IT infrastructure has to reflect them.
Tribe Products & Services
Our Scrum Master manages the tribe that ensures the business continuity of Interparking’s systems. This tribe handles everything when it comes to car park management, from creating new parking spaces to keeping an eye on security and monitoring systems. It also manages all the day-to-day operations, like barrier control and ensuring smooth access.
We make sure people and vehicles are identified seamlessly – whether it’s through Pcard+ card management, QR codes, or license plate recognition. Additionally, we oversee product definition, transaction processing, and systems integration to ensure everything runs smoothly across systems.
Tribe Sales & Marketing
The frontend experts in the Sales & Marketing tribe take care of the visual side of the system for the end users of the parking lots. Our professional experience allows us to advise the client on possible improvements and participate in internal business meetings on behalf of the client’s technical leader whenever necessary.
We regularly add new features to the user interface or proactively propose design solutions according to the client’s Design System.
Tribe Commercial & Care
Our specialist handles data migration on a regular basis, introducing optimisations in the relevant app such as cutting the migration time by 1/3 thanks to upgrading to the newest software framework. The client wants the whole customer service to be dealt with in one system to improve efficiency and simplify the process involving various databases in different countries.
Our expert handles microservices connected with customer service and contracts, adding features according to the needs of a specific country that the client operates in, such as opening new payment methods on a website or, for example, adjusting online documents as requested in end-users’ tickets.
Tribe Integration
Future Processing’s expert handles data integration between microservices and applications via GraphQL, API, and databases in order to make all relevant data visible in real time wherever it is needed – in reports or other systems. For example, we feed data from EV (Electric Vehicles) Platform into the internal IPK ecosystem. Unified, accessible, and good quality data ensures better decision-making and enhanced collaboration between the client’s units.
Another task is to integrate all the client’s different websites into 10 main pages focusing on specific markets in Europe. Our expert was a member of the client’s UAT team that co-created the approach and conducted UAT (User Acceptance Testing) in order to ensure that the implementation and modification of the websites prepared by an external company go smoothly and according to plan.
Our specialist also manages and coordinates the process of various internal and external tools implementation on the client’s sites in all of the countries that Interparking operates in. Cookies management and data analytics tools are necessary for the company to be compliant with security and GDPR rules and to collect information about user traffic and the sites’ performance, which will in turn help to improve user experience, optimise conversion, and further enhance decision-making.
Tribe Revenue
The client decided to change the graphical user interface to Material UI and engaged us to work on the code refactoring. Right now, our specialist is also working on a programme to migrate and integrate historical data from all countries to be able to see the history databases in a unified database in the new system.
Another one of the tasks is to refactor the older code to process and report payments so that they could be visible in the frontend part of the system. Our expert proactively modernises the application and implements the best solutions possible according to the client’s roadmap and goals. For example, he proposed a new architecture for payments reporting, because the previous solution generated long waiting times and timeouts. After the change, the reports will work smoothly and without delay.
Our experts also introduce features such as adding discounts under certain conditions for partners and customers during client visits. The management defines the necessary discounts on a regular basis and our task is to adapt the whole flow to make it work.
Main benefits of our collaboration
- Higher customer satisfaction thanks to eliminating manual processes and making it easier and faster for loyalty program users to receive discounts
- The forward-looking systems integration approach ensures the API can be reused with other partners and loyalty programs, allowing for easy scalability and future expansions
- Real-time data integration across systems and building a unified database enable better visibility, improved reporting, and enhanced decision-making
- Regular updates, code refactoring, and proactive problem-solving ensure continuous improvement and alignment with the client’s long-term goals
- Security and analytics solutions introduced across the company
Technologies used in the project
