Customer Service Done Differently: Are you ready for a new kind of service?
Do you feel let down by your software provider’s support service? Are you frustrated at the slow pace of innovation? Are you locked out of making even simple changes to the system yourself? Are you left with cumbersome workarounds which complicate processes and breed inefficiency?
These are common problems with traditional software companies. Regardless of the best endeavours of their people, they simply struggle with the complexity of managing a plethora of customers using different versions of their product, configured in different ways. Traditional software solutions can be installed on different servers, often located on-site or hosted on shared web servers creating lengthy delays when system updates are needed.
At Unity5, we’re different. Really different. Our software is provided to our customers as a cloud-native service. You have nothing to install, nothing to maintain. What’s more, all our customers use the same version of our system, so you get the latest software version automatically, with no manual updates required.
We still allow for customer-specific configuration, and all your data is separated and protected by globally available enterprise infrastructure. So you gain all the benefits of a personalised system without the cost and headache of having to maintain it.
How we do this is simple. We’re a modern, dynamic, ‘born in the cloud’ Software as a Service (SaaS) company.
Run anywhere, integrate anything
You simply use our cloud-first software service through your web browser. No matter where you are, you can manage your operations whether you’re office-based or remote.
We pride ourselves on being system and provider-agnostic. Unity5’s Zatpark system seamlessly integrates with your existing hardware systems, software and third-party services. We simplify the integration of your ANPR cameras, pay-and-display machines, cashless payment apps, and more. The systems and services you use can be integrated into your Zatpark workflow, from payments and ticket issuance to debt and legal resolution, Zatpark can handle it all in one solution!
Supporting you is our uniquely structured, highly experienced, and technically skilled services team.
Direct access to experts
Our services team provides direct access to our onboarding and technical support teams who offer an array of personalisation services. Your Unity5 account manager serves as a bridge between you and our onboarding and technical support teams, ensuring seamless communication and timely resolution of any issues you raise.
With direct access to our onboarding and support experts, you get a streamlined process that minimises delays and maximises efficiency.
Tailored onboarding service
One size does not fit all, especially in the realm of onboarding new customers. We are committed to providing personalised service, taking the time to understand your unique requirements, challenges, and goals. With this knowledge, our highly experienced and personable onboarding specialists craft tailored solutions that address your needs, working with you collaboratively and building a trusted partnership.
Our commitment to helping configure your Zatpark system to match your team’s workflow is invaluable. We find that each client has a unique enforcement process that can include tasks, statuses, notices and more within their enforcement management workflow. This is where our onboarding team work with you to create your personalised workflow called Zatpark Node Flow, giving you real-time visibility and management of each ticket status and progress.
Once you’re up and running you’ll get another unique service…
Uniquely delivered technical support
Time is a precious commodity for all organisations. Recognising this, we take pride in our ability to handle customer calls. We don’t operate the cumbersome 1st, 2nd, and 3rd-level support team structure. We’re fast and efficient!
With a standard, tiered support service, your first point of contact is often doing nothing more than reading a set of predefined questions and answers. If they can’t resolve the issue, they pass you to the 2nd level support team, who may have limited knowledge of using the system but not in-depth technical knowledge. If they can’t resolve the issue, they then hand your issue to 3rd-level technical support, but typically, 3rd-level technical teams are not immediately accessible. This scenario takes time, and you may have to explain the same issue over and over again, not getting an immediate or quick resolution.
The Unity5 customer support team is different, very different! They have unique skills and a unique structure.
Each member of our UK-based customer support team is trained to swiftly assess the nature of a call and resolve the issue personally. Each support specialist is trained in the technical configuration of Zatpark systems and databases and gains a full understanding of how each client’s unique setup works. This enables them to quickly understand your issue and resolve it immediately in almost every case, not needing to refer your issue onward.
45 minute first reponse
Our team typically responds within 45 minutes, and on average, first issue resolution is less than 1 hour. What’s more, 60% of issues are resolved by your first contact!
Our customer support team works alongside our onboarding and implementation specialists and has direct access to our product and development teams. If they need additional technical information, they have immediate access to it, which reduces the time resolution.
1.5 hour resolution
At Unity5, the average for full issue resolution is only 1.5 hours!
Unity5 customer support operates a single-level support team structure. This flat organisational structure means your raised issues don’t get lost or held up in a beurocratic support team hierarchy. You get help when you need it and get issues resolved fast!
With a focus on customisation, collaboration, and proactive support, we consistently exceed expectations, fostering strong and lasting relationships with our valued clients.
Direct access account management
Your account manager ensures you get the most out of your Zatpark investment. Whether checking your system and workflow are running smoothly or helping you harness the power of data from Zatpark reports, they’ll assist you in making informed decisions that drive growth and efficiency.
Ongoing workflow assistance and free-of-charge changes
You have direct access to our onboarding and implementation team, who are always on hand to advise and assist whether you need training, workflow changes or custom reports for data analysis, they’re there to help you. Even better, if you need us to make changes to your Zatpark system, you won’t be charged!
Single-level technical support
Our highly trained support specialists not only build strong relationships with your team but have the technical skills to resolve your issue with one touch. This agility not only provides rapid resolution and minimal disruption, it also demonstrates our commitment to valuing your time.
At Unity5, we look beyond sales, implementation and addressing immediate issues by providing dedicated contacts, personalised service and direct access to technical experts. We are a proactive partner in your success.
Our superior customer service is one of the key differentiators that puts us at the forefront of our industry. Ours is a new kind of customer service.
How Zatpark Helps
Zatpark enforcement platform enables management of any enforcement type enabling:
Contact us for a no-obligation chat and discover how Zatpark can help you.
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