Wilson Parking Australia

Wilson Parking Australia has been selected as an ABA100® Winner for Service Excellence in The Australian Business Awards 2020. The Australian Business Award for Service Excellence [CSX] recognises organisations that have successfully implemented initiatives that demonstrate leadership and commitment to customer service excellence.

Wilson Parking is the largest and most experienced parking operator in Australasia. Their Australian portfolio comprises over 400 car parks made up of over 180,000 bays and supported by a workforce of over 1,000 people. Wilson’s portfolio covers the needs of every market segment; commercial office, retail, events, hospitals, standalone assets and airports. Since 1962, Wilson has developed a range of innovative and flexible car park operating environments in response to the varying requirements of landlords and the ever-changing habits and trends of customers. Wilson is wholly owned by the Kwok Family of Hong Kong. Wilson has benefited from the stability of having the same single shareholder for almost 30 years and only two owners in its 59-year history. The institutional style ownership provides Wilson Parking with the financial strength and backing to maintain its position as the leading parking specialist in Australasia today, and continue to develop its business. Wilson’s financially strong shareholder is committed to the long-term development and expansion of their business across Australia, New Zealand and South-East Asia. The financial covenant of Wilson Parking is unmatched in the industry.

Since 1962, Wilson has developed a range of innovative and flexible car park operating environments in response to the varying requirements of landlords and the ever-changing habits and trends of customers. As technology evolves and customer expectations grow, digital transformation is key to how Wilson Parking will engage with customers in the future. The key objectives for the redevelopment of Wilson Parking’s APP was to unify the consumer facing products available to the consumer into one cohesive experience that provided Wilson Parking with a single view of their customers. No longer will there be a reliance on 3rd party hardware solutions to recognise and charge customers, instead Wilson Parking will leverage the customer’s hardware to deliver services through each device via the Wilson Parking App.

Wilson Parking’s App initiative was implemented by starting with a design sprint methodology consisting of; planning & research, ideation, refinement, visualisation and validation in order to create a roadmap for the delivery of a Minimum Viable Product (MVP) and subsequent phases of the App for release to the public. A project team consisting of internal stakeholders and external vendors was established along with an executive steering committee to ensure that project milestones and deliverables were met. As the Wilson Parking App required integration for multiple services and a single view of the customer, there was significant collaboration required to execute this initiative. The implementation team included members from Wilson Parking’s sales, marketing and customer experience teams along with members of the IT team. The Wilson Parking App, forms the foundation of their service delivery model and counters the threat of the disruptors by responding and adapting to the changing needs and wants of current and future customers. The App serves as a digital platform to incorporate new and innovative ideas to deliver an ideal customer experience in to the future. Engaging with customers through the App provides Wilson Parking with a new level of customer data and insights. Wilson are able to gain a unified customer view across usage of all available products with integrated product usage data and customer profiles. Analytics on this data allows Wilson to gain better insights into their customer base to devise future strategies to increase new customer acquisition and improve customer retention.

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