Arivo Digitalises 45 Underground Car Parks for WIPARK

Together with Arivo, WIPARK digitalised 45 car parks. The heart of the project was the introduction of the Arivo Customer Portal, which, for the first time, enabled the unified management of both short-term and long-term parkers while optimising customer service. The result: a customer-friendly solution that boosted WIPARK's customer base by 70% in just three months.

From the Windwühlgarage to the TU Campus Gußhaus car park — WIPARK Garagen GmbH, Viennas's oldest parking operator and a 100% subsidiary of the city, offers a comprehensive parking service for both short-term and long-term parkers. A major part of this — 45 car parks with 14,000 parking lots — has now been digitalised in collaboration with Arivo. Thanks to the digitalisation, WIPARK's customers benefit from simplified processes, while internal operations are optimised, and administrative costs are reduced. 

The Goal: Moving Away from Manual Processes Towards Digital Efficiency and Customer-Friendliness

Before digitizing its parking processes, WIPARK relied heavily on manual customer service operations. Long-term parking contracts could only be arranged at set times, while billing and cancellations had to be processed by hand. This led to lengthy processing times and a significant administrative burden.

To address these challenges, WIPARK chose to digitize its parking systems and introduce the Arivo Customer Management and Portal. The main objectives: reducing administrative workload, enhancing customer experience, and boosting customer loyalty. “Our goal was to turn anonymous short-term parkers into loyal customers,” says Manual Hahnl, Innovation Manager at WIPARK.

After a thorough planning phase to define the new system's requirements, implementation got underway. This involved installing Arivo cameras for licence plate recognition and migrating existing customer data. 

The New Customer Portal: Simple, Intuitive and User-Friendly 

Since 1^st December 2024, the Arivo Customer Portal has been in use across all 45 car parks, providing numerous benefits to users:

• Digital WIPcard: Parkers can register online within minutes, even after entering the car park, and enjoy seamless access to all 45 locations. Long-term parking spaces can also be easily booked online.
• Simple Self-Management: Customers can update their personal details, license plate number, or payment method at any time and download invoices independently.
• Automatic Billing: Long-term parking fees are charged automatically in advance, while short-term parking sessions are collected and billed via direct debit at the end of the month —completely effortless and paper-free. 

70% More Customers: A Clear Sign of Sustainable Success

In addition to enhancing the customer experience, the new system has had a significant positive impact on daily operations:

• 70% more customers: Within just three months of going live on December 1, 2024, the customer base has grown by 70% — without any additional marketing budget. This impressive growth highlights the system’s effectiveness in attracting and retaining customers.
• Reduced workload for customer service: Automated processes and a user-friendly self-service portal allow customers to manage their own data, significantly easing the burden on customer service. This enables staff to focus on delivering high-quality support.
• Effortless problem-solving in the control centre: Incoming calls have decreased, and customer issues can now be resolved quickly when needed. Thanks to the Arivo Parking OS, staff have a real-time 360-degree view of outstanding payments, expired contracts, and blocked license plates, making problem-solving effortless.

The Successful Partnership Continues: New Projects Already in the Works

With the successful launch of the new customer portal, WIPARK Garagen GmbH has not only streamlined its internal processes but also set the stage for sustainable growth and enhanced customer satisfaction. The next joint project is already in motion, promising to build on this success.