Eagles Meadow, a popular shopping destination in central Wrexham, was seeking a modern, automated parking solution to replace its previous PCN-heavy operator, which had caused negative sentiment and impacted visitor return rates.
The centre needed a smart car park management system, a frictionless system, that could improve the driver experience, increase dwell time, and support greater retail engagement.
By partnering with Hozah®, Eagles Meadow introduced a seamless, customer-first parking solution that encourages repeat visits, boosts revenue, and enhances the overall shopping experience.
Overview
- Multi-Level Retail Parking: Eagles Meadow operates several parking areas serving a busy town-centre shopping environment. Prior to Hozah®, the existing operator created friction with visitors through an over-reliance on penalty charge notices.
- Driver Experience Was Key: The centre needed a customer-first solution that would encourage longer visits, reduce complaints, and enhance the public’s perception of parking on site.
- Mixed Visitor Types: Regular shoppers, local workers, and first-time visitors all required different levels of flexibility, demanding a smarter, more adaptive approach to tariffs and payments.
- Simple, Smart Integration: Eagles Meadow sought a system that would work seamlessly with its existing infrastructure, providing instant, automated payments and minimal administrative overhead.
The Challenge
- Encouraging Repeat Visits: The previous PCN-led approach discouraged shoppers from returning. Eagles Meadow required a solution that felt fair, flexible, and easy to use from the outset.
- Flexible Tariff Assignment: Visitors ranged from occasional shoppers to regular local workers, each requiring different tariff structures, payment preferences, and levels of access.
- Instant Revenue Recognition: To support tenants and retail partners, the centre needed immediate, accurate reporting on usage, dwell time, and income, without manual processing or delays.
- Mixed Infrastructure: With varying levels of ANPR coverage across the site, Eagles Meadow required a system that could operate seamlessly across both camera-enabled and traditional car parks.
The Solution: Hozah® Ecosystem
Using modules from our Ecosystem, Hozah® collaborated closely with the Eagles Meadow team to design and deploy a smart, automated permit system capable of meeting and exceeding all the site requirements.
Objectives
- Deliver a Frictionless Experience: Introduce a fully app-free, cashless AutoPay system to support pay-as-you-go visitors and reduce barriers to entry.
- Automate Tariff Logic: Enable intelligent, automated tariff assignment based on user type, ensuring regulars, staff, and visitors are charged appropriately without manual input.
- Future-Proof the System: Integrate smoothly with existing ANPR infrastructure, while supporting a phased rollout to additional sites as camera coverage expands.
- Streamline Admin & Ensure Compliance: Relieve centre staff of day-to-day parking admin through a dedicated support channel for permit management and driver queries. At the same time, ensure all tariff rules, exemptions, and VAT reporting are handled automatically and in full compliance.
Implementation Approach
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Discovery & Planning: Conducted stakeholder workshops to refine the site’s permit categories and user journeys. Identified priority car parks for immediate ANPR integration, with a roadmap for future camera rollouts.
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System Configuration: Built SSO links and set up custom eligibility questions (e.g. staff full-time vs. part-time, permit status, visitor pass requirements). Programmed Hozah’s AI tariff engine to assign the correct permit category instantly.
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Pilot Rollout: Deployed to a small subset of local staff and visitors for initial testing. Gathered feedback on the application flow, AutoPay experience, and whitelisting function.
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Full Launch & Communication: Created guides and FAQs for Eagles Meadow’s intranet. Provided staff training sessions to introduce the Hozah portal and tablets for on-site vehicle management.
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Ongoing Optimisation: Monitored daily usage and addressed any integration refinements in real time. Hosted monthly check-ins with Eagles Meadow to review performance data, feedback, and next-phase requirements.
Since implementing Hozah in one of our retail locations, revenue has really increased – their technology puts the driver experience first, and as such has resulted in increased dwell time and repeat visitors. The team is always responsive and provides clear and easy-to-understand reports on car park performance. Hozah treats our drivers as if they were their own, which reflects positively on the community and on the bottom line for all parties.
The Results
Proven Uplift
- Dwell time increased by 21%, resulting in higher in-store spend and foot traffic.
- Overall parking revenue increased by £200,000 per year, with new revenue streams contributing an additional £25,000 annually.
Improved Flexibility
- AutoPay PAYG: Drivers who rarely park on-site avoided costly monthly fees, paying only when they actually parked.
- Multiple Payment Options: Users accessed a quick, app-free payment journey, with no requirement to download or top up.
Better Driver Experience
- The shift from a penalty-led system to a customer-first model resulted in a reduction of complaints and negative press, encouraging repeat visits and enhancing community sentiment.
Enhanced Data Visibility
- Centralised reporting provided real-time insight into usage trends, allowing the centre to optimise car park capacity and plan future ANPR expansions.
Ongoing Support & Reporting
Monthly Usage & Financial Reports:
- Hozah® supplies Eagles Meadow with data on how many permits are active, how often they’re used, and how many drivers choose PAYG.
- Financial summaries outline tariffs collected, zero-cost permits, and the VAT breakdown for all transactions.
Regular Meetings & Feedback:
- Hozah® meets with Eagles Meadow every month to assess system performance, handle any technical queries, and discuss future enhancements (e.g. extending ANPR to new sites).
Dedicated Customer Support:
• Hozah’s support team manages driver queries about account issues, VRM changes, or payment details, so shopping centre staff can stay focused on core responsibilities.
Want the full story? Reach out to hello@hozah.com for a free consultation.
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