Categories
Case studies

Building a Multi-Club database and shared scheduling platform: Racing Victoria

multi-club database for Racing Victoria though Salesforce Marketing Cloud business units

Building a Multi-Club database and shared scheduling platform: Racing Victoria

How Unico engineered a custom marketing cloud business unit database and shared scheduling platform that enabled Racing Victoria to conduct collaborative events and marketing campaigns.


Summary:  

  • Data engineering and platform development 
  • Salesforce Marketing Cloud (SFMC) integration and consulting
  • Data cleaning, reorganisation and subscriber management
  • LIVE shared calendar scheduling

The Victorian racing industry is made up of sixty nine metropolitan and country tracks and five clubs, hosting over 500 race meetings a year. They are regulated by Racing Victoria. 

Each operates independently, hosts race meetings, manage members and run independent marketing and advertising campaigns with siloed customer data sets.

Consequently, clubs would promote events and race meetings to owners and customers over the same period resulting in scheduling clashes. 

Race meeting overlap leads to three distinct challenges for clubs:

1. Attendees are split between race meetings resulting in lost revenue. 

2. Wasted media spend due to prospects receiving marketing communications for multiple racing meetings scheduled on the same weekend. 

3. The best horses are split across race meetings resulting in lower quality horse talent. 

Racing Victoria recognised that a lack of visibility across race schedules and customer databases was a significant barrier to effective collaboration between clubs. They needed a way to unify their customer data and event scheduling without violating data privacy. 

Racing Victoria’s annual All-Star Mile, an interclub fan voted race meeting, presented the perfect opportunity for Racing Victoria and Unico to develop a multi-club database and live shared scheduling module. 

shared calendar scheduling
Club members were being invited to race events scheduled over the same time period.

The solution is powered by Salesforce Marketing Cloud business units and comprises of: 

  • Shared customer database comprising of five linked salesforce marketing cloud business units, one for each club and regulator.  
  • Local and shared data extensions allowing for layered access to shared customer data sets for marketing campaigns – information includes name, email, postcode, and category (owner, trainer, member etc.). 
  • Hierarchical data structure with a single master control over local data sharing permissions. 
  • Subscription management – enabling club members to opt-in and out of specific marketing email communications depending on preferences. 
  • A custom preference centre allowing users to choose which clubs they want to receive email communications from, as well as opt-in to specific campaigns of interest such as dining events or race meetings.  
  • A custom unsubscribe function that ensures unsubscribed contacts are removed from all lists. 
  • A live multi-club shared calendar accessible to all salesforce marketing cloud business units. 
  • Construction and automation of customer journeys for the annual race meeting calendar for Victoria. 

Racing Victoria’s new multi-club database improved club coordination by enabling collaborative events and marketing campaigns. 

The platform has helped Victorian horse racing clubs and tracks work better together, advancing the interest of Australian racing and creating a partnership mindset across the state.  

This solution has a highly accurate database, adheres to high standards of customer privacy and security, and boosted Racing Victoria’s revenue potential through parallel marketing streams. 


Unico have extensive experience using technology to enhance animal welfare outcomes as well as support traceability, regulation and member engagement.

Speak with one of our specialists today to find out more. 

Evan-Harridge

Evan Harridge

Director of Innovation

Categories
Case studies

Modernising a regulatory audit and booking system using process digitisation: Intralot

Modernising a regulatory audit and booking system using process digitisation: Intralot

Utilising process digitisation and platform development to transform legacy regulatory systems.


Summary:  

  • Process digitisation 
  • Web portal for audit tracking
  • UI & UX design
  • The utilisation of Oracle database, Amazon Web Services servers and JavaScript

Intralot is a global lottery and sports betting operator that monitors pokie machines in Victoria on behalf of the state government

Monitoring of these machines is crucial to protect gambling integrity and ensure compliance with state regulatory requirements at venues. Audits of machines are conducted regularly to check for compliance breaches and record installation.

Historically, Intralot relied on a manual Microsoft excel based system to record booked audits, machine installations and data entry.  This resulted in:

1. Inefficient and time-consuming manual data entry

2. Vulnerabilities to compliance breaches due to human error

3. Large amounts of unstructured data due to manual processes

4. Difficulty coordinating large teams across different vendors and casinos

Intralot engaged Unico to support the digitalisation of manual processes and develop a new online booking portal to accurately and effectively record audits and installation of machines.

Our solution delivered:

  • Process digitisation, eliminating manual data translation from vendor information into the legacy case management control system (CMCS)
  • Web based portal to track data entry and audits of machines
  • Real time viewing of upcoming deployment activities and reports on historical data
  • Automated management of business rules about deployments
  • Overall improvements in lead times for deployment activities
  • The utilisation of Oracle database, Amazon Web Services servers and JAVA script
  • Solution architecture that enabled historical record keeping of machine installations, maintenance and monitoring incidences

“Our project had very specific quality requirements, strict regulator frameworks and tight deadlines. The technical delivery team execution was excellent, and they very clearly understood the end goal.”

Basu Gowda, Program Manager, Intralot

Digitising these processes has made it easier for Intralot to ensure machine compliance, accurate record keeping and traceability for more effective planning of future audits.

Unico continues to provide support and regular governance to Intralot, ensuring new machine vendors are onboarded seamlessly.


If you are interested in our digital transformation capabilities get in touch below.

Ramnik Singh

Business Development Manager

Categories
Case studies Insights

The MIoT tech that connects a wearable device to a mobile

The MIoT tech that connects a wearable device to a mobile

connected wearable devices

Unico specialises in bespoke mission critical systems and has supported some of Australia’s largest organisations with technology architecture and solutions within the telecommunication, critical infrastructure, State and Federal Government, eCommerce, and defence industries enabling them to integrate with and leverage from global product vendors including Oracle MySQL.

uPair is an entitlement server technology solution that connects wearable devices such as a smart watch to a mobile device and provides telecommunication customers with a single number on multiple devices, high availability telecommunication grade solution, shared data on multiple devices, and real time end user experience to pair and unpair wearable devices.

Key benefit
One of the key benefits of uPair is its lifecycle management of this growing family of ‘Mobile Internet of Things’ (MIoT) secondary devices towards the operator. uPair provides a service delivery framework between the operator and third party ecosystems and abstracts much of the complexity into the operator through the use of standards based TMF API’s to the operator’s Network, CRM and Charging/Billing systems.

How it works:

  • The handset and wearable device connects via Bluetooth, with the handset connecting to uPair via the mobile network or WiFi.
  • uPair checks both local and operator databases to establish existing state and whether the customer is entitled to the One Number service.
  • If the customer is ‘entitled’ to sign up and proceeds, uPair hosts the user sign up web flow process, assigns the eSIM and mobile details from its inventory tables, readies the eSIM for download and updates the operator’s fulfilment system.
  • The operator’s provisioning system updates services in the network.
  • uPair passes the assigned eSIM back to the handset and wearable device, and the wearable device subsequently downloads the eSIM.
  • uPair updates the operator CRM and charging systems as required.
  • The operator replies to uPair when all is complete, uPair updates its database.
  • The watch and handset are notified all is complete.

If you would like to find out more about how uPair can help your business, please contact Jason Bodsworth.

Categories
Case studies

Digital transformation, automated data integration & an Australian 1st for race-horse integrity: Racing Victoria

Digital transformation, automated data integration & an Australian 1st for race-horse integrity: Racing Victoria

How Unico built a digital integrity platform that transformed Racing Victoria’s traditional vet-sampling process through automated data integration and process digitisation.

*All video credit to Racing Victoria


Summary

  • A mobile app for Apple and Android with custom UX design & React UI
  • Mobile enabled ID scanning & digital signature authentication
  • Automation & digitisation of manual, paper-based process
  • Automated data integration including connection of vet sampling to a national database
  • Javascript on Amazon Web Services for serverless computing
  • PostgresSQL database

Racing Victoria is one of Australia’s largest government-based regulators who’s responsibilities  include race meet compliance.

They have historically relied on paper-heavy, manual processing of veterinary samples to safeguard the integrity of race meets and protect horse welfare.

This process was labour intensive, time consuming for staff, and created vulnerabilities to compliance breaches. With a range of stakeholders performing detailed tasks, there were significant opportunities for human error. Minimal authentication checkpoints and multiple single points of failure also raised the risk of the sampling system being compromised.

The veterinary sampling process is crucial to protect Australian race meet integrity.

Ultimately, the process was costing Racing Victoria time and money, and creating unnecessary compliance risks.   

Racing Victoria partnered with Unico to solve the problem, by building a digital sampling platform to track and record urine samples collected on race days. Our goal was to create a secure,  accurate & efficient process that could be quickly and easily completed via mobile app.

Unico helped deliver an Australian racing industry first that helped solve their problem and transform their traditional processes through:

  • Automation of manual paperwork by replacing sample identity documents and the chain of custody so all information is recorded electronically without timely data entry.
  • Automated data integration by collecting information and automatically feeding it into Racing Victoria’s national database
  • Full traceability and historical record keeping of past sample tests to guarantee sampling authenticity and legitimacy
  • Mandatory, mobile enabled ID scanning and digital signature authentication to improve security, verify stakeholders and reduce the margin for human error
  • A mobile app for Apple and Android with custom UX design for better accessibility and ease of use
  • Digitisation of workflows, evidentiary trials, and auditing functions to improve user experience

The digital transformation, data integration, and app rollout fundamentally changed how Racing Victoria conducts an essential compliance process at race meets.

Racing Victoria’s new paperless journey:

1. The horse arrives at the vet and is identified by Racing Victoria staff responsible for sample collection

2. Trainer nominates authorised representative for sample collection (usually the strapper)

3. Sealed sample kit is opened under trainer representative supervision

4. A sample is collected, packaged, and sealed into bottles

5. Each sample is given a unique code that is recorded via the phone app

6. The witness is asked to confirm that the app data matches the physical sample present

7. Witness identifies themselves with industry pass and completes a digitally signed declaration. This also applies to the Racing Victoria staff member responsible for sample processing

8. The trainer receives a copy of the sample identity document via email

9. The sample is securely stored and delivered to an accredited lab for analysis


Unico have extensive experience using technology to enhance animal welfare outcomes as well as support traceability, regulation and member engagement.

If you are interested in our vet sampling platform or digital transformation capabilities get in touch below.

Evan-Harridge

Evan Harridge

Director of Innovation

Categories
Case studies

Developing a traceability platform that revolutionised equine welfare outcomes for Victorian thoroughbred horses: Racing Victoria

Developing a traceability platform that revolutionised equine welfare outcomes for Victorian thoroughbred horses: Racing Victoria

How Unico partnered with Racing Victoria to design and construct Australia’s first off the track equine welfare platform to track horses from birth to beyond retirement.

*All video credit to OTT Racing Victoria


Summary

  • Centralised data warehouse and horse registry to enable whole of life horse monitoring
  • Custom CRM for owner or horse registration
  • Process flow automation
  • Custom community portal to host OTT program
  • Database holds records of over 351,000 horses

Situation

A thoroughbred horse can live up to 30 years which includes roughly 5 years of racing from the age of 2 years. During their racing career animal welfare is a priority for racing regulators, however, off the track (which can sometimes be 20 years plus) is outside of the jurisdiction, resulting in increased horse welfare incidents.

Racing Victoria recognised that modern technology presented an opportunity to shift the emphasis on welfare to encompass the whole lifespan of its horses. Unico was engaged to help ascertain how technology could help with whole life monitoring for horses and integrate this capability into a single platform that could adapt to the expectations of the industry and public.

Retired race horses are often rehomed in a variety of different sports including dressage.

Racing Victoria is now the industry leader of off-the-track monitoring through the digitisation of historical and current horse records.

Our solution was separated into five key areas with the overarching objective of increasing the visibility of whole of life welfare and supporting horse traceability post racing career:

1. A centralised data warehouse that records the history of a horse allowing for whole of life monitoring. Information recorded includes registration, birth, health data, location, and program eligibility & training eligibility.

2. Automated data integration – platform allows data to be sourced from multiple systems (internal & external) and then feed directly into Racing Australia’s national horse database (SNS).

3. Custom stakeholder CRM, registry, and historical record keeping. Enables owners, potential buyers and re-trainers to voluntarily add themselves to the registry or claim horses as their own.

4. Process flow automation – Automation of over nine processes including applications and registrations through the integration of e-forms.

5. Community portal – web accessible community portal providing educational information, industry awareness, and a hub for community engagement.

RV’s OTT project was a resounding success with the platform boasting over 1140 registered users, 209 previous owners and 341 claimed horse in the first month alone.

As of 2021 the OTT program has 351,000 horses registered in its database enabling unprecedented visibility of retired horses’ welfare.


Unico have extensive experience using technology to enhance animal welfare outcomes as well as support traceability, regulation and member engagement.

If you would like to learn how digital platforms can help your organisation, get in touch below.

Evan-Harridge

Evan Harridge

Director of Innovation

Categories
Case studies

Building a SMART workplace that forecasts space needs and supports a flexible workforce: Deakin University

Building a SMART workplace that forecasts space needs and supports a flexible workforce: Deakin University

How IoT, data visualisation and a web application for booking helped one of Australia’s major universities transform their office spaces for a flexible workforce.


Summary

  • A consulting engagement to identify Deakin’s technology requirements and scope out a solution proposal
  • Installation and integration of IoT sensors to monitor occupancy of desks, meeting rooms, kitchens, and other communal areas
  • Development of a custom web application that enabled staff to book desks, meeting rooms and check-in on arrival
  • Live Power BI reporting with data visualisation on space and asset usage for analysis by a client administrator

Deakin University (Deakin) has a flexible workforce that utilises office buildings on interchangeable days with varying schedules.

With a finite number of desks, meeting rooms, and other communal areas, they needed to find a solution that ensured their existing workspaces could support a dynamic and growing workforce. This included the ability to forecast how many desks they would need for staff on an ongoing basis.

Failure to do so would result in a costly process of expanding their office facilities and inefficient use of space.

Unico engaged in an initial consultation engagement which identified that the best way forward for Deakin would be to:

  1. Implement hot desking as a workplace practice for designated office spaces
  2. Integrate a SMART spaces solution with asset booking and people counting capability

We also identified that this solution would have to be scalable and transferable to other shared spaces such as libraries to accommodate for future growth.

Our solution consisted of three major parts that solved Deakin’s problem of supporting a flexible workforce whilst optimising space usage of the building, including:

• Installation and integration of IoT sensors to monitor occupancy of desks, meeting rooms, kitchens, and other communal areas


• Development of a custom web application that enabled staff to book desks, meeting rooms and check-in on arrival


• Live Power BI reporting with data visualisation on space and asset usage for analysis by a client administrator

By adopting our proposed technology solution, Deakin was able to accurately forecast their workforce space and asset needs. This has driven a significant reduction in costs and optimised office space usage. Our platform also played a crucial role in enhancing the employee experience and supporting a flexible workforce model via our booking application.

Ramnik Singh

Business Development Manager

Categories
Case studies

Australia’s first entitlement server eSIM solution for wearable device compatibility: uPair

UPair-1

Australia’s first entitlement server eSIM solution for wearable device compatibility: uPair 

One number, one service. An entitlement server eSIM solution that allows Telco network customers to use the built-in cellular capability of their wearable technology. 


Summary

  • An easy to integrate, low entry cost entitlement server solution ready to implement for all Telcos
  • Compatible with Apple & Samsung devices
  • High availability, low latency and fault-tolerant provisioning system
  • CRM integration and customer entitlement management 
  • Built in multiple edge case scenario capability & ACID compliance
  • Utilised an Oracle MySQL database

Many Telcos don’t have the budget, resources or knowledge to develop an entitlement server solution for their own business.

That means they are missing out on crucial new streams of revenue that can be gained from charging customers for value-added services.

Entitlement server solutions are used to allow users to connect multiple SIM and eSIM enabled devices to one number and service. This connection can be bundled into a subscription package where pairing capability is offered via mobile app.

Our solution uPair gives lower tier Telcos the ability to compete with Tier 1 Telcos by offering their customers wearable tech pairing at a low cost of entry.

Unico partnered with Australia’s largest mobile service provider who needed an application that allowed Australians to use the built in cellular capability of the new ‘Apple watch’ (GPS + Cellular) .

In doing so Unico were the first in Australia to develop an eSIM solution that supported wearable device compatibility.  

uPair eSIM solution developed by Unico

By integrating this entitlement solution our customer could share a single service with a mobile device through sharing accurate subscriber identification information with their network.

Our client was equipped with a telco grade, real-time and high availability entitlement server solution that enabled them to offer value-added services to their customers.


uPair was able to meet the needs of a world-class telecomms provider and deliver a world first in eSIM technology.

– John Rowland, Managing Director, Unico


The project included provisioning and enabling of the eSIM for the Apple Watch to download and update its network whilst allowing paired devices to operate with a ‘shared number’ service. The partnership marked the first time an eSIM technology had been delivered to the Australian consumer market.  

Thanks to uPair thousands of Australians are connected to Australia’s biggest mobile network for phone calls and messages via their wearable devices

If you are interested and want to find out more get in touch below and talk to us today.

Jason Bodsworth

Business Development Manager

Categories
Case studies

FX – CX design model for foreign currency and international payments

FX – CX design model for foreign currency and international payments

Target state customer experience CX design model for foreign currency and international payments


Project

  • FX end customer experience CX design 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 CX design 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 through CX design 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

Building an efficient tolling and automation solution with global scale

Building an efficient tolling and automation solution with global scale

How Unico helped a toll road owner digitally transform with a new automated tolling platform.


Summary

  • Integration of toll road operations into a single automated tolling and payment platform
  • Legacy systems modernisation and uplift to reduce maintenance costs and adapt to customer preference for digital payments
  • SMART automation – a steep increase in trip construction and a reduction in manual processes required of staff
  • Processing capacity for roadside message rates exceeding 100 per second
  • Ability to process 4.5 million tag and account updates and transmit a further 2 million tag and account status updates daily

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

Transurban had a range of road projects managed by outdated legacy IT architectures and technologies. This lead to two key problems.

  1. Exponentially increasing maintenance costs

2. Failing to serve the needs of its customers who expected to be able to pay toll fees digitally

The client sought an automation solution that would address corporate risk concerns, support multi-tenancy and drive channel shift towards online payments whilst avoiding future obsolescence issues.

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 needed to integrate all toll road operations with best known practices from seven roads across three jurisdictions into a single platform.

We built a new platform that would reduce IT costs required to operate and maintain their core business.

Other features included:

. Plug revenue leakage from known issues in existing systems

. Reduce costs associated with customer service

. Streamline call centre process through standardisation

. Reduce 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 SMART 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 SMART automation 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.


Brent Wijnberg

Business Development Manager

Categories
Case studies

Building conservation through an ecommerce customer portal

Building conservation through an ecommerce customer portal

Revealing Melbourne’s best kept secret to an audience of millions through an ecommerce customer portal solution.


Customer

  • Melbourne Down Under

Project

  • Ecommerce customer portal

Objectives

  • Create an ecommerce customer 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 ecommerce 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.

conservation through ecommerce customer portal

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 ecommerce 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 ecommerce customer portal 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.

ecommerce customer portal

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