Onepark cuts agent calls 30% and hits 98% answer rate via Diabolocom’s IVR

By integrating Diabolocom’s cloud telephony solution with the Easiware CRM, Onepark—the leading parking reservation platform—has successfully maintained contact rates and maximized agents’ language skills amid rapid growth in France and across Europe.

Launched in 2014, Onepark has positioned itself as the “Booking.com of parking” and is now Europe’s leading online parking reservation platform. It aggregates available spaces across more than 2,000 public and private parking lots in France and seven other European countries. Onepark has grown rapidly, now serving over 1 million active users and onboarding more than 40,000 new users every month. To keep up with this rapid growth, Onepark needed to strengthen its customer service operations by implementing both a CRM and an inbound call management solution.

A multisite, multilingual challenge

“In this international expansion context, we needed to plan for how to manage the increased volume of customer requests and ensure our teams could effectively assist customers speaking different languages,” explains Martina Caiani, Head of Customer Success at Onepark.

The company needed scalable, multilingual tools to support multisite deployment, especially with a new service center opening in Barcelona to complement their existing one in Paris. “We selected Diabolocom and Easiware—both 100% cloud solutions—at nearly the same time. The fact that the two companies had a long-standing partnership gave us confidence in the interoperability and seamless integration of both solutions.”

Beyond the essential CRM-telephony integration that enables personalized customer interactions, Diabolocom stood out for the reliability of its platform, its strong market reputation, and its excellent price-performance ratio. “We were also impressed by the quality of our interactions with the Diabolocom teams—from the initial sales conversations to the support and guidance provided during implementation.”

How does a 98% call-answer rate impact customer satisfaction?

Since January 2018, Onepark’s 20-agent customer service team has operated from Paris and Barcelona, handling calls Monday through Friday, with extended evening hours to support customer demand. Onepark needed to achieve a global scale to support the local demand effectively. “As a telecom operator, Diabolocom was able to provide us with local phone numbers for each country where we operate,” says Martina Caiani.

When customers call the local number listed on their country’s Onepark website, Diabolocom’s IVR (Interactive Voice Response) system offers them four options: booking assistance, parking access issues, booking modifications or cancellations, and feedback.

“That’s how we’ve been able to reach—and, more importantly, maintain—a 98% answer rate despite the increase in overall call volume. Our agents are now concentrating on calls where they can genuinely provide value.” Martina Caiani, Head of Customer Success at Onepark.

Speaking about her experience before Diabolocom, “With our previous, very basic phone system, outsourcing our on-call service simply wasn’t an option,” said Martina Caiani. Now, Diabolocom’s capabilities enable Onepark to provide 24/7 urgent support, even outside of core customer service hours, by routing calls to an external provider. Intelligent routing and total coverage ensure callers are always guided by an IVR to determine the urgency of their request, ultimately enhancing customer satisfaction and operational efficiency. Outside of customer service hours, calls are automatically routed to an external provider that also uses Diabolocom to handle urgent situations. 

Of course, transformation didn’t happen overnight; Caiaini needed a strategic partner to work with her team on the proper implementation.

“We had the opportunity to lower the number of voice calls by adding more automated responses to the Interactive Voice Response (IVR) system. However, we need to be cautious, as this might harm the customer experience. It’s important to strike a balance between automation and maintaining a positive experience for customers.”

How do intelligent IVR options boost first-contact resolution?

Onepark’s implementation called for a solution powerful enough to service a uniquely mobile customer base. To meet their needs, Diabolocom’s call distribution system adopts a more customer-centric approach by prioritizing language suitability over geographic location. When the automated system identifies a customer’s request, it routes the call to the most qualified agent based on language proficiency. 

For example, if a call comes from Italy, the system first connects the caller to a native Italian speaker. If none are available, it looks for agents who have strong proficiency in Italian. This strategy reduces language barriers and enhances the overall customer experience, reflecting a strong commitment to meeting individual needs.

For multilingual countries like Switzerland and Belgium, language selection happens directly in the IVR. According to Martina Caiani:

“[Diabolocom’s] language-based routing is a real strength. It’s based on simple settings we can easily update as we onboard new agents. Every customer is assured of speaking with someone who fully understands them—and who also recognizes them.”

Thanks to the integration between Diabolocom and Easiware, calls are identified by the customer’s phone number, which is provided when creating an Onepark account. As a result, the customer record appears instantly in the agent’s interface. “This gives the agent immediate access to the full history of bookings and interactions for that customer, enabling a much more personalized experience. If the caller doesn’t have an account, it’s usually a quick inquiry, and we’ve chosen not to log those calls,”says Caiani.

What steps are needed to implement insightful post-call voice surveys?

Another significant benefit of the CRM-telephony integration is that Onepark agents now work within a single unified interface.

“Our 98% answer rate is the result of the CRM integration and IVR filtering—but also the wallboards that show us, in real-time, how many agents are connected per language. That way, we’re always sure there’s at least one agent available per language. Agents can also see how many calls are waiting and adjust their pace accordingly.”

Diabolocom’s reporting tools also give Martina full visibility into the KPIs that matter most:

• Contact rate: closely monitored to avoid uncontrolled spikes ;
  
• NPS is now also tracked via voice calls (currently around 40). Within 24 hours of a closed call, customers receive an email asking them to rate their experience from 0 to 10 ;
  
• Customer Satisfaction (CSAT), automatically calculated based on NPS using scores of 7 and 8. “Customer satisfaction with the service currently stands at 80%. Our goal is to reach 85%.”
  

Next steps to further improve the customer experience

Martina Caiani plans to leverage Diabolocom’s solution to deploy an automated post-call IVR survey. Offering a fully voice-based CSAT flow that prompts customers to rate their experience immediately after every call. Then, responses feed directly into Diabolocom’s analytics dashboard and connected CRM, and any low scores trigger instant alerts and service-recovery workflows so agents can address issues on the spot. “This would eliminate the need for a follow-up email and would allow an agent to step in immediately if a poor score is given. It’s just an idea for now, but I’d like to see it in place,” says Caiani.

Onepark doesn’t rule out globally distributing teams as part of its customer service strategy. “We know both Diabolocom’s solution and their teams can support us in that kind of transition.”