How do we make sure our customers get started with their new system?

Josefina has previously worked with education in several different forms in the past (including at Bosön with dietary education) and most recently comes from Karolinska where she worked in a research hub with a technical focus.

The goal of the entire onboarding process is that we will teach our customers both how the system works but also how they should work in the best way

— Josefina Viira

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What is your role at Mobility46, Josefina?

My title is Head of Implementation and Customer Success, which means that I am responsible for ensuring that our customers' onboarding processes take place efficiently and qualitatively. In addition to working operationally with the implementation itself, I continuously develop our processes and methods to make everything flow as smoothly as possible for our customers.

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Why is an onboarding process important?

Starting work with our Parking Management System Park46 means a different way of working than what customers are used to. For example, many of our clients come from a daily life where they have many recurring dialogues with tenants about everything from agreements to agreements. When they start working with Park46, tenants themselves will be able to handle these types of issues digitally. This means that our customers need to change their work processes in order to take full advantage of the benefits of the system. This is why onboarding is so important, to help our customers develop their work processes in the best possible way.

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How do you get started with Park46?

All customers have different conditions, but the process is clear and many parts are standardized to make everything flow as smoothly as possible. The first thing we do is take inventory of everything from actual parking spaces to ongoing contracts and digitize that information. Once completed, our customers can start using the system. In the first stage, it is about communicating with existing customers about how it works and at the same time getting basic functions such as queue management and notification up and running. All the while, we build on more steps and functions to finally reach our customers' target image.

The purpose of the entire onboarding process is that we will teach our customers both how the system works but also how they should work in the best way. This means that we are there a lot in the beginning and coaching them so that in the long run they let them take control themselves and use us as a support if necessary.

The whole process is divided into three phases and the scope varies depending on how many tenants and parking spaces there are.

Step One is a startup and generally deals with collecting and structuring all data.

Step Two means that we set up the system and create a digital image of all parking spaces. This image is then an important component in being able to offer different types of parking for different tenants.

The final step is the commissioning itself and there we start by informing tenants about the upcoming changes and then getting started sharply with the new digital parking management.

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What are the reactions of customers to the digital parking management when they see the system implemented in their own organization?

Many people move from a very analogous environment where parking management is often handled in Excel, for example. Therefore, there are many positive reactions when they are allowed to start using the system, linked to efficiency and control. All of a sudden, they have an overview they haven't had before. They see everything from parking spaces to queue-lists and agreements. Another commonly encountered positive reaction is the simplicity of adjusting the agreements. Just agreement is a process that has traditionally been quite complex with a lot of dialogue back and forth with tenants. With Park46, all contract management becomes largely automated and takes place in a fraction of the time it took before.

To summarize Onboarding involves a number of concrete steps:

• Collect all the data
• Create a digital image
• Refine internal workflows to make full use of the system
• Roll out the system in sharp position and start using it to streamline parking management step by step

It is no more difficult than that to digitize parking management, increase the operating net, provide tenants with a convenient solution and prepare to be able to offer more mobility solutions such as electric car charging!

Connect with Josefina on LinkedIn!