Categories
Case Studies

FX – Customer experience model for foreign currency and international payments

FX – Customer experience model for foreign currency and international payments

Target state customer experience model for foreign currency and international payments


Project

  • FX end customer experience business model

Problem

  • Customers moving to other banking institutions due to a lack of transparency with foreign currency charges
  • Unsophisticated product and service offering

Approach

  • Series of initiatives that are focused on closing out business function gaps and ultimately winning back market share for the organisation.

Outcome

  • A sophisticated end to end customer experience business model that segmented customers in the correct channel and identified key pain points in the product and services delivery value chain
  • A clear view of the Target State Business Operating Model for FX and international payments

Foreign currency exchange is a complicated process. For customers of an
Australian bank, sending money overseas involves foreign banks providing
additional services to ensure the transaction is settled as per customers
instructions.

One issue was that the bank was unable to provide their customers with
transparency of fees charged for the end to end service. Understandably
customers weren’t satisfied with the service, with some leaving to find
a more sophisticated banking institution with greater transparency and
confidence.

An end to end customer experience view was developed which identified
key pain points by customer type and channel (i.e. banker, branch, online
etc.) through to the relevant front, middle and back office support functions. The focus was on customer demand types and how well each of the relevant business processes, technology and people were aligned to support customer needs.

This solution provided the banking institution with a clear view of the Target State Business Operating Model for FX and International payments along with a series of initiatives focused on closing out business function gaps. This regained much needed customer confidence, winning back market share for the organisation.


Grant Minchin

Principal Consultant

Categories
Case Studies

Efficient and flexible tolling on a global scale

Efficient and flexible tolling on a global scale

Smart technology keeps Australians moving in the right direction


Project

  • Tolling solution

Problem

  • An end-of-life technology with increasing maintenance costs
  • Inability to augment in response to changing market conditions and customer expectations.

Approach

  • Integrate all toll road operations across seven roads in three jurisdictions into one single platform.

Outcome

  • A tolling solution that consolidated best practice from 15 years of toll road operations across seven roads in three jurisdictions into a single platform.
  • Smart automation, a steep increase in trip construction and a reduction in manual processing

A toll road owner and operator with interests in Australia and the United
States embarked on a major IT project to build a new tolling and customer
management solution.

With a portfolio of new projects and acquisitions managed by legacy IT
architectures and technology, the client required a consistent solution that
would address corporate risk concerns, support multi-tenancy, drive channel shift towards online and be service orientated to avoid obsolescence issues in the future.

Day to day operations required a solution that would process and manage roadside message rates exceeding 100 per second, receive 4.5 million tag and account updates and transmit a further 2 million tag and account status updates.

Unico’s mandate was to integrate all toll road operation and known best
practice from seven roads in three jurisdictions into a single platform.

Once in place, the new platform would reduce IT costs required to operate
and maintain their core business. It would also: plug revenue leakage from
known issues in existing systems, reduce costs associated with customer
service, streamline call centre process through standardization, reducing
costs and increasing customer satisfaction.

The new platform would also manage PCI compliance, risk management and disaster recovery across all of the clients business interests.


Roadside images for enforcement and quality assurance now exceed 30Gb per day and are processed using smarter automation and ergonomics which have vastly reduced the number of staff required to complete manual tasks.


Unico’s ability to build high volume, complex systems was critical to the
success of the project.

Our tolling solution helped seamlessly transition this organisations most valuable business operations and associated customers to a new platform.

The partnered platform now receives tag and account status updates from all toll operators across Australia as well as dealing with high volume roadside message rates and images.


Chiomi Gendre

Business Development Manager

Categories
Business update Insights Media

Open for business COVID-19 update

Open for business COVID-19 update

27 March 2020

We are committed to servicing you and your business-critical IT infrastructure and remain fully operational. Early last week we activated our business continuity plan (BCP). Our BCP facilitates a rational, calm approach whilst acting in accordance with directives from the Australian Government.

Our team is set up with robust IT remote access infrastructure, enabling them to work remotely as required. Minimising disruption to our customers and partners is high priority, second only to the health and wellbeing of our people, customers and community.

If you have any concerns or questions about your interactions with our team during this time, please reach out to your Unico contact.

John Rowland, Managing Director


John Rowland

Managing Director

Categories
Case Studies

Building conservation through e-commerce

Building conservation through e-commerce

Revealing Melbourne’s best kept secret to an audience of millions


Customer

  • Melbourne Down Under

Project

  • E-commerce portal

Objectives

  • Create an e-commerce portal to support social media efforts to reach new markets and raise awareness within the Australian community

Approach

  • Creation of website, media platform and secure e-commerce solution
  • Real time engagement and dissemination of information, events and products

Outcome

  • Integrating social media and SEO efficient designs have contributed to an audience reach of over 5 million people that led to more than $2 million of free media coverage

Melbourne Down Under (MDU) is a campaign to raise the profile of Port Phillip Bay’s unique marine life through several high profile media platforms. A partnership with state government, local councils, key stakeholders and community groups, the project also raises funds through product sales to seed fund marine projects in the local community.

The lynchpin to the project was MDU – the jewels of Port Phillip Bay, a stunning coffee table book showcasing the colour and diversity of the local marine environment. World-class photographs and entertaining text is used to engage and educate the readers while highlighting important conservation messaging. A list of local friends groups and tourism operators are also included to encourage people to get involved in their community and see first hand the wonders of the bay.

To support the book and meet project objectives, MDU required an attractive and user friendly website portal that could effectively promote MDU, support social media efforts and manage product purchase and distribution.

With our extensive IT expertise and long history of supporting conservation initiatives, Unico were approached to help deliver this vital element of the project. It was an exciting opportunity to showcase to the world the brilliant colour and diversity of Port Phillip, which is difficult to protect when few people know of its value, and it is a case of ‘out of sight, out of mind’.


“Unico were pivotal in providing the seed funding, technology capabilities and e-commerce expertise to give this project the fins it needed to swim. The IT solutions Unico have delivered far exceed our expectations, meeting all our on line needs and provide the opportunity to expand MDU project in the future.”

Sheree Marris – Melbourne Down Under Project Manager and Aquatic Scientist


Our enthusiastic and talented team developed an engaging website platform and secure e-commerce solution with user editable content and social media linking allowing real-time engagement and dissemination of information, events and products.

The MDU website is now a valuable platform that educates, facilitates
dialogue with the community and hosts a secure shopping cart facility with
promotional voucher discount facility to successfully market MDU products to a national and global audience.

Integrating social media and SEO efficient designs have contributed to an
audience reach of over 5 million people that has led to more than $2 million of free media coverage including front page features in some of Australia’s leading magazines and newspapers.

The project has continued to grow while raising funds that will be reinvested back into local communities to seed fund local marine legacy projects and help develop a marine stewardship ethic in the community.


John Rowland

Managing Director

Categories
Case Studies

Movies on demand: Using analytics to improve user experience from pay to play

Movies on demand: Using analytics to improve user experience from pay to play 

How Unico helped optimise a major streaming service’s user experience through a data driven analytics framework.


Customer

  • Tier 1 Australian Telco

Project

  • Create a holistic view of all operational and business data for a pay on demand movie service

Objectives

  • Increase customer satisfaction and retention rates
  • Ensure all customers had access to the service
  • Enable customer claim verification

Problem

  • Disconnected data streams prevented the identification of critical service delivery issues in online movies delivery
  • It was impossible to identify how many customers could not use the service they had paid for

Approach

  • A solution that meshed machine data from organisation systems to deliver an end-to-end view of the online movie service delivery in near real time
  • Creation of Designer Analytics™ framework

Outcome

  • A concise picture of system performance enabling the client to act instantaneously
  • Weekly transactions were turned around in minutes, giving improved confidence with service delivery and increasing customer satisfaction and retention.
  • Increase customer satisfaction and retention

For increased business performance and management, the structures of
large organisations are often highly segmented. Without the right technology platform this can be challenging when business segments are required to share information that relates to service delivery across the enterprise. It can be resource intensive and increase the margin for error, severely compromising business efficiencies and customer experience.

For our customer, separate departments were responsible for managing
different data relating to the delivery of online movie services. The
departments didn’t share data or communicate with each other, making it
difficult to manage service delivery effectively. As a result, management
only became aware of technical issues associated with the online movie
delivery when a customer complained. This made isolating technical issues
difficult and resource intensive. It also led to revenue leakage because the
organisation had no way of verifying customer claims.

As a pioneer leveraging the big data revolution for analytics solutions Unico created a framework, Designer Analytics™, to locate and unlock the value of operational and business data amongst the vast amount of data generated by the organisation. Machine data was mined from systems in the chain and pieced together to deliver an end-to-end view of machine and application chatter associated with online movie delivery.

This information was then placed into context of the service delivery using
customer data and activity. Our domain experts worked with the client to
identify the high value data they possessed and strategies to leverage them.

The methodology revealed several other issues impacting business
performance; uneven distribution of system loads for transactions, a
decommissioned service consuming a third of system resources and longer
customer waiting times than anticipated. Discovering these additional
performance issues saved the client a costly capacity upgrade and valuable
resources while highlighting the need for improved service delivery.


Grant Minchin

Principal Consultant