TECHNOLOGY FOR QUALITY

24/7 ASSISTANCE

INDIGO puts technology at the service of the customer experience, offering assistance available 24/7, thanks to a supervision tool. Our teams intervene remotely with optimal responsiveness and personalized assistance.

Teleoperators have real-time access to cameras and a map of the park, enabling them to accurately identify the customer at the origin of the call.
Via phone points located in the car parks, customers benefit from immediate assistance with a variety of problems: payment, lost ticket, forgotten pass card, pedestrian access opening or any other vehicle-related difficulty.

Our customer management software makes it easy to identify users according to their mode of access (online reservation, in-store subscription, etc.), while automatic number plate recognition makes it possible to quickly find the parking session and validate the exit, if necessary. If physical intervention is required, on-call personnel are ready to go on site, guaranteeing a smooth and serene customer experience.

Calls received, problems dealt with, corrective actions taken… Detailed periodic reports are automatically generated to ensure traceability. In addition, in order to accurately analyze activity, response times and the level of service delivered to customers, all exchanges and interventions are recorded and archived.

RIGOROUS PROCEDURES

Procedures exist for each alarm and each car park. Receipt of a technical alarm triggers an immediate check, either remotely using our video-protection equipment, or on site, to acknowledge the alarm, repair the fault or request the intervention of a maintenance company. Our thermal imaging cameras also automatically detect abnormal temperature rises, thus preventing fire hazards.

In order to be more responsive in the event of an intervention, all alarms in our car parks – whether technical or security-related – are centralized via a single supervision tool.

In addition, INDIGO can equip its car parks with pre-recorded loudspeakers to broadcast messages warning about hazardous situations.

In France, the employees of the national remote operation center (CNTO) have all undergone SSIAP 1 training (Diplomas in fire safety and personal assistance services). They are supervised 24 hours a day by SSIAP 2* certified team leaders. The CNTO manager is SSIAP 3* qualified.

*Fire safety and personal assistance service diplomas.