Posts Tagged ‘high tech’

High Touch Trumping Parking Tech

Tuesday, March 28th, 2017

 

High tech is dramatically improving the way we live (transportation, medicine, education and so forth). Yet in some areas particularly related to prevention it is trumping a high touch customer experience for close to zero benefit. Nowhere more so than the indiscriminate use of ANPR technology to record number plates entering and leaving car parks. The technology isn’t smart enough. In a recent example, to inquire about a hotel night stay and meet a fellow guest, it required entering late night through a car park using the technology. For reasons that were out of my control I had to wait for an extended period outside the hotel’s front door. There was close to zero signage visible about the snake pit I had driven into or even awareness of what lay in store until a further two weeks had elapsed when in the mail arrived a £100 penalty notice. Apparently I had stayed longer than permitted even though I wasn’t technically parked and indeed was interacting with the hotel’s front desk. When I sought to appeal you are directed to a cumbersome and legalese riddled process that exclusively treats you like a transgressor.

Thankfully, the common sense intervention of the Hotel’s Deputy General Manager, Jena Smith, was able to right a wrong. When investors look at early-stage tech businesses, the right question to ask is, this business addressing a human need, solving a human problem or kindling the human spirit. Quite clearly, the owners of Parking Eye, Capita, who shelled out £54 million four years ago for Parking Eye, never stopped to consider that simple question. Or if they did, they have come to a warped conclusion that driving away huge volumes of repeat and referral business from the surrounding businesses, generating huge negative media publicity and hiding behind weak boiler-plate defences, is a great advert for the CEO and their Board’s genius.

© James Berkeley 2017. All Rights Reserved.

Idiotic Management: Britanic Industries, Newquay Town Council & Fistral Beach

Monday, February 15th, 2016

Fistral Beach in Newquay, Cornwall is a world famous magnet for surfers. Yet a hidden danger with a shark’s bite lurks on arrival for the unsuspecting visitor, particularly foreigners. The car park is run by a ruthless management, Britanic Industries and its’ operator, Smart Parking, with zero interest for the visitor experience and for the express purpose of making hundreds of thousands in car parking penalties. In the height of season the local Town Council receives 40 complaints for unfair practices and doubtless 100s of people are ripped off daily. Visit Britain, the UK’s marketing arm has invested millions behind its’ “GREAT BRITAIN” campaign, yet the experience at Fistral Beach is designed to encourage a “HATE BRITAIN” thought in the mind of visitors.

The management of the large car park, Smart Parking, provide a perfect experience where the use of high technology enables a low touch customer experience. Reliant on camera sensors and nothing else, they keep electronic records of entry and exit to the car park. They daily fine innocent families, who are unable to find a car parking space in this half mile square beach, gather their beach equipment, walk 800 yards to the sole parking meter and have the right payment within 10 minutes. They rely on signs that don’t make clear payment is due from the time your car passed the entry sensor to the time you return to the car, pack up and physically pass the exit sensor, which can be half a mile from the place you are parked. They then issue penalty charge notices upto 16 days after the event, by which time you have no doubt destroyed the parking ticket if you have paid by cash. If you seek to Appeal, wait you are in for a 6 month determination of whether your claim is legitimate. You will receive the plaintiff, Smart Parking’s boilerplate template 24 page document, usually copied and pasted with hundreds of factual errors. It is death by a hundred shark bites.

If you think that this is a great way to encourage first time visitors, build tourism revenues and attract investment into a town, which outside of the holiday season has a number of severe social and economic issues, you are deluded. However that is precisely what the idiotic management of Britanic Industries, the leaseholder, think makes sense. Their decision-making process is flawed. The Newquay Town Council are impotent. Indeed the Mayor won’t even respond to written offers of help with smarter parking ideas.

Technology is a powerful enabler when it is used effectively to enable a higher touch customer experience (Uber, Amazon and Spotify). Equally, when it is used poorly it can have serious and catastrophic consequences.

Does your organisation’s decision-making process give sufficient thought to the desired outcomes, the benefits and risks of technology and the appropriate course of action? Does it solely look from your firm’s perspective or that of its’ customers? Fistral Beach has shown what happens when the sharks are left to run riot with technology and the lifeguard is asleep.

© James Berkeley 2015. All Rights Reserved.

James on Insurance Tech and Corporate Venturing

Monday, November 30th, 2015

Wyn Jenkins, Managing Editor of leading global insurance media publication, Intelligent Insurer, interviewed James about the 675% increase in capital flowing from global insurers into corporate venturing since 2013 in search of the next Uber.

Surfing The Corporate Venture Wave

http://ow.ly/Vih0A