Case Study: CALE Parking achieves faster, 24/7 customer support and business growth with Zendesk

CALE Parking - Customer Case Study

CALE Parking, a long-standing leader in the parking meter industry with thousands of pay stations across the U.S. and worldwide, faced a major support challenge when it agreed to convert 40,000 meters in Chicago and provide 24/7 end-user support. Their Outlook-based ticketing plug-in couldn’t handle the volume or distributed nature of the work, so CALE needed a web-based help desk that multiple technicians could access without local software or an Exchange server.

CALE implemented Zendesk—set up in under 20 minutes and fully migrated within 30 days, with a dedicated account for the Chicago operation—enabling cross-site collaboration, weekly triage meetings, automated confirmations and much faster resolution (often within an hour). The result was noticeably higher customer satisfaction, improved equipment uptime, a new national call-center revenue stream and a stronger industry reputation.

CALE Parking

Jeff Nethery

Customer service director