Ultimate Customer Experience in parking facility management
ABOUT SCENTRE GROUP
Scentre Group is the owner and operator of the pre-eminent shopping centre portfolio in Australia and New Zealand with retail real estate assets under management valued at $45.7 billion and shopping centre ownership interests valued at $32.3 billion. Hosting some 11,670 retail stores within its’ 40 shopping centres, Scentre Group manages some of the worlds most visited and operationally intensive parking environments.
Scentre Group was looking to establish a National Operation Centre (NOC). With 40 Shopping Centres spread across Australia and New Zealand, Scentre Group saw an opportunity to centralize their car park operations in order to deliver a consistently high customer service experience across their car parks.
Over the years, the group has invested a lot in various site based parking technologies, all of which are operated in a siloed manner. Therefore the challenge was primarily to reliably connect these disparate systems together.
Scentre Group engaged Park Assist who worked closely with TKH Group sister companies Commend and Flexposure to deliver an integrated solution for their NOC. In a collaborative approach with Technology Partners the bedrock for the final design was laid: a cloud hosted FlinQ solution, leveraging Commend’s Intercom backbone and providing seamless integration with third party Video Management Systems (VMS) and Parking Access & Revenue Control Systems (PARC’S).
Whilst the technology solution was being designed, Scentre Group acquired, designed and fitted out a world-class facility in Australia to house their newly established NOC. From multiple layers of infrastructure redundancy and proven business continuity strategies, through to the ergonomically designed control room, this facility provides the ideal environment for the delivery of continuous operations and quality customer service. Designed with future expansion in mind, this facility provides Scentre Group with the infrastructure and space required to support their current and future centralized operational requirements.
Due to detailed planning and a highly capable project team, the project was smoothly delivered on time and on budget with minimal disruption to the operation of Scentre Group’s business and car parks.
Read our case study to learn all details.
Scentre Group Westfield (Australia & New Zealand)
FlinQ Cloud solution: connecting various disparate systems together
Establishing a National Operation Centre (NOC) and centralizing car park operations in order to deliver a consistently high customer service experience