SpotHero Selects UJET to Improve Customer Support

Since deploying UJET’s customer support platform, SpotHero has seen some dramatic improvements in both costs and service quality for employees and consumers. The North American parking reservation service has lowered telephony costs by 50 percent while enhancing the caliber of service provided.

Since the implementation, SpotHero has noted a 70 percent decrease in per minute voice charges and 20 percent reduction in telephony training overhead. This new system allows for enhanced agent productivity; they can now spend additional time ensuring drivers find their destinations in a timely manner.

"There are so many companies out there that say they streamline customer support but none of them do it quite like UJET," said Nate Peace, support operations manager at SpotHero. "At SpotHero, we pride ourselves on our customer service. Switching to UJET allows us to maintain world-class service even as we and our customer base of urban drivers scale."

UJET APIs were easily implemented into SpotHero’s workforce management (WFM) provider, Monet Software (News - Alert), making it the right choice for the Chicago-based company. Another appealing addition was the usage of real-time data, so SpotHero expects call handling times will go down by 25 percent leading to enhanced service quality and reliability.

"We completed the integration in record time and found the UJET REST APIs to be well documented, flexible, and providing a rich set of data," said Shimon Keren, senior vice president of products at Monet Software, a leading cloud-based workforce optimization provider.

SpotHero works with thousands of drivers to help guide them to proper parking in garages, lots, and valets throughout major cities from the US and Canada. UJET is a problem resolution company that aims to reduce calls by two dollars and ROI in less than 24 hours. 

Edited by Maurice Nagle

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