See how Pied Parker turned ramp congestion into instant resolution with Crescendo. As adoption grew, support demand spiked — slowing drivers, frustrating property owners, and pulling engineers away from product. Crescendo’s hybrid AI + human model resolved issues instantly, cut support wait times from 14 minutes to 30 seconds, and fed insights back into product improvements. The result: smoother traffic flow, happier customers, and engineers free to focus on building the future of parking.

Pressure in the lane.

Parking lanes — the gated entry and exit points where drivers enter and leave a property — move fast, and even small delays can create stress for drivers and headaches for property owners. Pied Parker’s technology was designed for speed and accuracy, but as adoption grew, support demand grew faster.

Drivers often needed help with short card taps during payments, account resets, or payment disputes right at the gate. Property owners, who are Pied Parker’s enterprise clients, wanted assurance that their parking facilities could run smoothly at all times. Meanwhile, engineers were frequently pulled into handling routine issues, taking time away from product development and innovation.

The company’s early chat system, powered by Intercom, worked as a starting point but wasn’t built to manage surging volumes or provide real-time responsiveness. Average time-to-agent stretched beyond 14 minutes, satisfaction scores dipped, and enterprise clients began pushing for true 24/7 coverage. To continue scaling, Pied Parker needed a support model that could keep drivers moving, give property owners confidence, and free engineers to stay focused on advancing core technology.

Why Crescendo 

• Best-in-class chat AI with seamless human handoff
• Fully managed tuning + optimization for continuous improvement
• Deep CX expertise, not “set-it-and-forget-it” bots
• People + technology built for quality and scale

“We're not customer support people, we're technology people. Crescendo matched our support accuracy but provided us with speed, which was previously missing. That combination keeps cars moving and lets us focus on what we do best—building better parking technology.”
‍_{— Gianni, CEO, Pied Parker}

Built for speed and trust.

Crescendo partnered with Pied to extend the reliability and efficiency of their parking technology into the customer experience. The rollout followed a phased approach, starting with automation to handle routine inquiries, then expanding into live chat and payment support.

Crescendo’s  AI Assistants resolved common issues instantly, while human agents focused on more complex cases. Crescendo Insights surfaced recurring problems at the gates — such as short card taps and delayed payments — which were reviewed jointly with Pied’s team to improve both support and product experience. Disputes were resolved more quickly through Stripe integration, and email backlogs were eliminated by routing cases into chat, where Crescendo’s AI and agents could resolve them faster.

Transitioning away from Intercom was expected to be complex, but Crescendo’s hands-on approach made it seamless. The team integrated quickly with Pied’s Zendesk environment, turning what could have been a challenging migration into a smooth process.

With weekly reviews and playbooks in place, responses became faster while upholding the customer support accuracy. From day one, drivers received consistent help at the gate, enterprise property owners gained confidence in smooth operations, and Pied’s product teams were freed from routine support tasks, allowing them to stay focused on advancing core technology.

Speed and trust in action.

With Crescendo in place, Pied scaled support to match the speed of their technology. Pied’s new Customer Support AI now resolves nearly 70% of inquiries instantly, while human agents respond to escalations in seconds. Satisfaction scores consistently hold above 85%.

Customers identify available parking through the app and navigate through lanes with less stress. At the same time, property owners experience fewer bottlenecks, and engineering teams stay focused on innovation rather than routine support issues.

Crescendo Insights added value beyond support by surfacing patterns such as delayed payments and recurring gate issues, which were then reviewed jointly with Pied’s product and engineering teams. These reviews strengthened system performance, improved driver experiences, and built trust with property owners.

“The biggest value Crescendo brings isn’t just faster responses — it’s getting noise out of the way so our team can focus. We’re not digging through support tickets to find what’s broken anymore. When something “feels off” — in the lane, with payments, or elsewhere in the system — Crescendo picks it up early and gives us signals we can use. That’s what makes this partnership work: real visibility, not just resolution.”— Callam Poynter, CTO, Pied

Partnership Philosophy 

Pied sees the ideal balance as having AI resolve around 70% of inquiries instantly, while complex cases are handed to human agents without friction to exceed every parking experience domestically and worldwide. This approach keeps drivers moving while ensuring personal support is always within reach. Crescendo continuously tunes responses for greater speed and accuracy, and insights from those interactions are reviewed with Pied’s product and engineering teams to guide improvements. The partnership is built on reliability and trust, combining Crescendo’s 24/7 coverage with Pied’s patent-backed innovation. Together, they’ve created a support model that grows alongside demand.

“Crescendo fused with us to build speed, accuracy, and trust. With them, we’ve got major reliability at scale—and the foundation to take on the entire market.”
_{‍Mason Hunt, CRO, Pied}

Crescendo’s AI-human support model gave Pied the scalable service backbone they needed to keep vehicles moving quickly and match its fast-moving parking technology. Crescendo automated common issues, streamlined payments, and ensured expert agents backed every interaction. Average wait times dropped significantly while support satisfaction jumped higher. By integrating Crescendo and Pied’s AI platforms, customers now get instant help at any parking environment, while property owners have renewed confidence that their facilities will run smoothly without delays 24/7.