Parking.Brussels
Centralized digital platform supporting complaint handling more efficiently using the Salesforce portal.
Parking.Brussels is the agency that is responsible for everything relating to the parking policy within the Brussels Capital Region, which consists of 19 communes.
Interaction with the public has increased exponentially, with more than 2 million contact moments between customer service and the citizen.
Parking in Brussels Gets Upgrade with Salesforce Portal!
Parking.brussels, the parking agency of the Brussels Capital Region, has as its main task the implementation and harmonization of the region’s parking policy. To make this possible, a convenient portal site was designed for residents, businesses and visitors. The platform also provides numerous benefits for the internal operations of parking.brussels. The solution is based on the innovative Salesforce platform, the number one worldwide in customer relationship management (CRM). Brightfox supported the implementation and devised concrete solutions to optimize customer service via the portal.
A Centralized Digital Platform for All Citizens
The Brussels Regional Public Service wants to give the digital service to citizens a strong boost. To that end, portals are being developed from a central digital platform that allow Brussels residents to find the information they need easily and quickly. The basis is a Customer Relationship Management (CRM) system that makes it possible to manage customer data and relations in a clear and structured manner. The Center for Informatics for the Brussels Region (CIRB) created the first portal site for parking.brussels.
Parking Anno 2021
At the parking company, they are obviously very happy with this novelty, but the choice is not accidental says Eric Dubois, General Director at parking.brussels: “Our operation has changed a lot over the years. In the past, the car park attendant was the main point of contact for users. Due to automation and technological developments, contact is now mainly through the call center and the back office. We now pay more often by mobile phone for parking, and with Cycloparking and Park & Ride, among others, many other services have been added. Moreover, each Brussels municipality has a different parking policy. As a citizen, it is difficult to know the different rules and regulations.”
More than 2 million Touch Points
The parking.brussels portal responds to these changing needs, but the site offers numerous other possibilities. Citizens can create a profile, request a resident card, generate documents via PDF Butler or track the status of a complaint. This, of course, generates more communication. Eric Dubois: “Interaction with the public has increased exponentially. Every year, we are talking about some 2 million contact moments between our customer service and citizens. So we needed a tool to work efficiently and manage the volume of inquiries. And yes, we also handle a lot of complaints.”
Learning from Best Practices
Eric Dubois is in any case very satisfied: “It took some transition within our organization, but thanks to the excellent support from CIBG and Brightfox (part of the Cronos Group) we now have a very useful tool to further develop our services. We are delighted that we were the first to receive a portal. As a parking company, we have very specific needs and requirements; that created some challenges. Other public services may now benefit from our experience. At CIBG, our IT department and Brightfox, there was a lot of good will to make the project a success. This is a textbook example of a best practice for a shared solution within government involving many stakeholders.”
These products contribute to the success
Check out these Success Stories
Ready to elevate your business?
Explore the possibilities with us! Discover how our expertise can fuel your success.
