From requests to go-live: Dóri's work in the Implementation Team

Dóri has been a part of Parkl for more than 4 years. As a key member of our Implementation team, she is one of the colleagues who accompanies our partners throughout the entire onboarding journey. This means she not only has an in-depth understanding of the technical side of our systems but also a comprehensive view of the day-to-day operation of partner collaborations.

In this interview, we learn more about how the implementation of a multi-stakeholder service works in practice, what daily challenges an implementation team faces, and what professional insights Dóri has gained during her years at Parkl.

How long have you been working at Parkl, and how did you join the Implementation Team? 

BD: I started at Parkl in September 2021, initially worked in Customer Support. About a year later, I was given the opportunity to join the newly forming Implementation team. At the beginning, it was still a transitional period: for a few months I continued to help Customer Support in parallel, and by early 2023 I was able to focus solely on implementation-related tasks.

These responsibilities previously belonged to the Sales team, but as Parkl  and the number of projects continued to grow, it became a growing need to have a dedicated person to coordinate and manage onboardings. Our systems also require a structured, well-managed onboarding process, and thanks to my Customer Support background I have already gained broad and valuable knowledge that I could put to good use in Implementation as well. 

What does the Implementation Team do? How is it different from Customer Support? 

BD: In the Implementation team, we primarily focus on onboarding Parkl’s services at corporate partners. Customer Support, on the other hand, has more of a support-oriented role, solving issues coming from both corporate clients and end-users.

In Implementation, besides onboarding, we handle the delivery of more sophisticated solutions and help build the processes our partners will use. We also manage training, create guides, set up custom configurations, and provide basic partner support. Partners also reach out to us with requests, and most service expansion processes run through our team as well. We also support the work of our developers too: we collect partner feedback and forward it to the product teams, enabling us to directly contribute to the improvement of Parkl’s services.

Sales sells our solutions, but for partners to fully utilize the potential of the service, a detailed, customized implementation process is required. Parkl’s services are highly versatile; it’s essential to assess the partner’s needs, fine-tune the configuration, and guide them through the process. 

Over the years, you have worked on many Office and Fleet implementations. What does a typical project look like from your perspective? 

BD: Parkl offers multiple services, so the duration and complexity of onboarding projects can vary significantly. Our Fleet service is typically the quickest to implement. After registration, the settings can be completed after a short consultation, so partners can use the service as early as the day after registration.

Projects related to charging are more comprehensive and depend heavily on the specific requirements. A key factor, for example, is whether the customer needs the publicly available charging solution, or it is specifically for their corporate premises. For these implementations, we work in parallel with the on-site technical team to ensure the project can be delivered as quickly as possible.

Our Office service usually has the longest onboarding timeline, as we need to coordinate not only with the partner but also with all tenants in the building. We hold group training sessions for tenants, and train the property managers, building management team and security. Once all details are in place, we start the commissioning process and set the official go-live date. 

What is something most people don’t see in this process, even though it is essential for a successful implementation? 

BD: The amount of behind-the-scenes work that is required to make an implementation run smoothly. From the outside, it often seems like we just set up the system, hold a training session, and the job is done. In reality, there is a lot of fine-tuning, continuous consultation, and partner coordination going on in the background. In office buildings, for example, we need to align multiple stakeholders: the partner, tenants, operators, facility and property management and security teams. We often run several training sessions, and every project requires unique settings, as each partner needs are different. These less visible steps ensure that by the time we reach the commissioning date, the partner receives a truly ready and fully functioning system. 

Is there a project you consider your biggest achievement, professionally or personally? 

BD: We’ve had so many projects this year that it’s really hard to pick just one. If I had to choose one, I’d probably highlight last year’s Balance Office Park project. It was a highly comprehensive implementation involving multiple buildings, different access rules between them, and coordination with many tenants at once. And at the time, our team was much smaller, so everyone had to be actively involved in solving all the challenges. 

What has been the biggest lesson you have learned over the years in your work? Whether from a personal or professional perspective. 

BD: Perharps that patience and flexibility is essential. During the implementation process, tenants are often uncertain and sometimes a bit intimidated by the new service. But we receive a lot of positive feedback from them about how much our solutions help them in their everyday lives. I would also add that it pays to be creative, as partners have different needs, and we always want to provide them with the best possible customized service.  

How do you see the future? How are customer needs for digital mobility changing? 

BD: Demand for digital mobility services is continuously growing, and nowadays we can offer more comprehensive solutions to our partners than ever before. With the spread of electric vehicles, managing parking alone is no longer enough. Offering charging services has become a basic expectation. More and more clients want access to charging, and they truly appreciate that with Parkl they can manage everything in a single app. From public and office parking to highway vignette purchases and even international roaming charging, everything is available within one system. I believe these needs will continue to grow, and the unified, integrated platform we offer will become an even stronger advantage for our partners. 

What would you highlight to those who are interested in Parkl’s services or already considering implementing them? 

BD: Try it out! We are more than happy to provide demos of our system, which give a clear overview of our solutions and help prospective clients understand how we can support their internal processes. For anyone curious about how the service works in practice, I absolutely recommend our demos and guides, they help partners see firsthand how much value Parkl can bring. 

Dóri's story highlights that a successful implementation depends not only on technology, but also on the attention, flexibility, and professional thoroughness that each team member brings to the process. At Parkl, we are proud to work with colleagues as dedicated and reliable as Dóri.