Grosvenor Shopping Centre encountered significant challenges with its existing barrier-controlled parking system. Frequent equipment failures led to lengthy repair times and operational inefficiencies, causing driver dissatisfaction when vehicles were stuck at the barriers. This also resulted in revenue losses, as drivers were often let out without paying the required tariffs.
To enhance customer satisfaction and increase profitability, the centre needed a seamless transition to a more efficient parking system.
Overview
- A High-Traffic Site with Big Demands: As a central retail destination, Grosvenor sees high daily footfall, with the car park playing a crucial role in the customer journey.
- Operational Disruption: Barrier equipment was increasingly unreliable, with faults leading to congestion and costly manual interventions.
- Loss of Operator: When the previous operator withdrew, Grosvenor urgently required a self-managed, automated system to minimise disruption and maintain revenue collection.
- Customer Experience Concerns: Frequent issues with camera misreads and manual payments were causing stress for both staff and drivers.
The Challenge
- Frequent Equipment Failures: The old barrier system frequently broke down, with parts taking months to replace. These frequent malfunctions caused significant operational disruptions.
- Operational Inefficiencies: Vehicles often became stuck at barriers due to camera read errors or manual payment issues, resulting in long queues and driver frustration.
- High Operational Burden: Staff had to manually operate barriers and handle numerous intercom calls, resulting in lost revenue and excessive time spent managing parking issues. This manual intervention was unsustainable.
The Solution: Hozah® Ecosystem
Using modules from our Ecosystem, Hozah® collaborated closely with Grosvenor Shopping Centre to design and deploy a smart, automated permit system capable of meeting and exceeding all the specified requirements.
Key Objectives
- Rapid System Upgrade: Deploy a modern digital parking solution quickly, minimising disruption to daily operations.
- Seamless Entry and Exit: Eliminate queues by implementing barrier-free, automated vehicle recognition and payment.
- Maximise Revenue Capture: Ensure all drivers pay accurately with automated payments and easy options for one-off visitors.
- Reduce Staff Workload: Automate parking management to free staff from manual barrier control and payment disputes.
Our car parks, managed by Hozah, continue to go from strength to strength in revenue generation, occupancy, footfall, and driver satisfaction. In an ever-evolving industry, Hozah continue to challenge the status quo with their superior technology and innovative ideas
Ongoing Support & Reporting
Monthly Usage & Financial Reports:
- Hozah® supplies Grosvenor 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 Grosvenor teams every month to assess system performance, address technical queries, and discuss future enhancements (e.g., extending ANPR to new sites).
Dedicated Customer Support
- Hozah’s support team handles driver queries about account issues, VRM changes, or payment details, allowing Grosvenor’s staff to focus on their core responsibilities.
Results
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Revenue Increase:
- Parking income rose by 21% due to improved payment capture and ease of use.
Improved Visitor Metrics:
- Footfall grew by 8%, driven by a smoother parking experience, attracting more shoppers.
- Customers stayed around 15% longer on average, boosting in-centre spending.
Lower Operating Costs:
- Reduced equipment breakdowns and automated payments cut maintenance and labour expenses.
Staff Freed Up:
- Less time spent on parking issues allowed staff to focus on customer service and other priorities.
Fast ROI:
- The quick 3-week rollout delivered immediate benefits and a rapid return on investment.
Improved Customer Satisfaction:
- Drivers enjoyed a seamless parking process, increasing the likelihood of repeat visits and positive recommendations.
Conclusion
With Hozah’s automated parking system, Grosvenor Shopping Centre has modernised its operations— replacing outdated infrastructure, easing staff workload, and delivering a seamless experience for visitors. By upgrading ANPR, enabling automatic and one-time payments, and improving signage and guidance, the centre has increased revenue, reduced operational stress, and improved customer satisfaction.
Next Steps
Grosvenor now plans to explore additional features within the Hozah® Ecosystem, including dynamic pricing, emissions-based charging, and permit automation—while continuing to benefit from ongoing optimisation, real-time analytics, and tailored support.
Want to Simplify Your Parking Experience?
Want to learn how Hozah® can support your site? Reach out to hello@hozah.com for a free consultation.
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