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
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

Categories
Case Studies

Proving the authenticity of Australian meat products using blockchain technology: Meat & Livestock Association (MLA)

Proving the authenticity of Australian meat products using blockchain technology: Meat & Livestock Association (MLA)

How Unico helped the Australian red meat industry establish if blockchain technology could be used to encourage supply chain traceability.


Customer

  • Meat & Livestock Australia (MLA)

Project

  • Blockchain technology for red meat traceability

Objectives

  • Establish if blockchain could provide a transparent, trusted lineage of a value chain
  • Establish if blockchain technology could be integrated into existing processes 

Approach

  • Utilise blockchain to record live cattle movements through interface to the NLIS database 
  • Conceptualise a blockchain solution that could record lineage of beef product from processor to consumer
  • Use blockchain to demonstrate how potential fraudulent products received by the consumer can be detected  
  • Demonstrate transparency of blockchain through a user interface that can inform all members of the supply chain 

Outcome

  • Successfully implemented and integrated

Meat & Livestock Australia (MLA) identified the potential for Blockchain technology to determine the provenance of Australian red meat products for overseas markets. Across the industry demonstrating the origin of meat is crucial to ensure food safety, quality and determine the conditions upon which that product was produced.

MLA sought to understand how Blockchain might be applied in the Australian red meat industry and identify the potential benefits and challenges it could bring to two beef supply chains.  

Working closely with the MLA, Unico performed two proof of concepts (PoCs), one with each of the major suppliers, Stockyard (A premium producer of high quality Angus and Wagyu) and Teys (One of the largest meat processors and exporters in Australia). 

Both PoCs were to engineer a label for beef products that consumers could scan to prove the provenance of their chosen product. Our team selected Quick Response Codes (QR) to function as the labelling system due to their widespread use on IOS and Android systems.

Traceability data would be entered into an application via a web interface and then printed onto a QR code stamp. All data regarding provenance of the beef is stored in blockchain and immune to change negating the risk of fraud.

When beef arrived at a point of purchase, the buyer could then use QR labels to retrieve information from the application to verify where their product has come from as well as information regarding its carbon footprint and standards for ethical treatment.


The project demonstrated that provenance could be achieved using blockchain technology despite the amount of supply chain stakeholders and bio security regulations. It also demonstrated how brands could build trust with consumers by using this technology to determine if their products fit within their personal standards.

Supply chains are a highly promising area for the application of blockchain technologies. The neutral ground provided by a blockchain can help integrate disparate participants in a supply chain, and the integrity and audit trail in a blockchain ledger will improve transparency and confidence within the industry.

Consumers will benefit from the transparency and immutable nature of a blockchain, allowing them to purchase with confidence in respect to the origin of the product. Future iterations of the solution will have the added benefit of recording, product type, frequency of purchase and the location of purchase. 


Evan-Harridge

Evan Harridge

Director of Innovation and Enterprise

Categories
Case Studies

Creating a one-to-one customer experience through SFMC: Cargill Australia

Sales-Force-Marketing-Cloud
Sales-Force-Marketing-Cloud

Creating a one-to-one customer experience through SFMC: Cargill Australia

How Unico helped a global food provider communicate more directly with Australian farmers using Salesforce Marketing Cloud (SFMC).


Customer

  • Cargill Australia

Project

  • Enhance communication with farmers on market conditions using SFMC

Objectives

  • Allow Cargill Australia to send targeted, personalised messages to its contacts 
  • Create elaborate customer journeys and communication campaigns with relevant stakeholders  

Approach

  • Targeted consulting in Cargill Australia’s prioritised areas 

Outcome

  • Tailored customer journeys designed to fit the business requirements for all subscribers 
  • New personalised, direct communications capabilities with subscribers 
  • Managed and authenticated a subscriber list of over 50,000 contacts  

Cargill Australia have a large database of contacts in SFMC who they regularly send emails and text messages regarding crop pricing and market conditions. Without marketing automation enabled through SFMC, they could not create and send personalised emails to key stakeholders and customers at scale. Consequently, Cargill Australia would conduct untargeted email campaigns carrying irrelevant information to broad customer segments. 

During our engagement with Cargill Australia we helped build journeys and campaigns for all existing customers within their database. This included designing interactive email campaigns containing cloud hosted crop surveys that were able to deliver data to Cargill Australia regarding estimated crop sizes and harvest dates. Collated data was able to drive campaigns that contained useful and timely information sent in alignment with crop harvesting and growth cycles. This data could be utilised by farmers to better manage their crop.

Increased efficiency in communications has been beneficial for both Cargill Australia and their contacts as they now have access to important agricultural data when they need it most.


Through the utilisation of crop survey emails, we were also able to authenticate Cargill Australia’s contact database to ensure that all customer data was accurate and clean.

Our partnership with Cargill Australia has boosted their confidence in what they can achieve with Salesforce Marketing Cloud. Unico’s ongoing consultation has empowered their team to utilise SFMC to map out custom journeys and campaigns for their entire contact base.


Evan-Harridge

Evan Harridge

Director of Innovation and Enterprise Sales

Categories
Case Studies

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

UPair-1

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

One SIM, one number, one service. An eSIM (embedded SIM) solution that allows Australians to use the built-in cellular capability of their Apple Watch (GPS + Cellular). 


Customer

  • Tier 1 Australian Telco

Project

  • uPair

Objectives

  • Create a high availability, low latency and fault tolerant eSIM provisioning system 
  • Allow for a single mobile number to be allocated to multiple devices 
  • Geo-location enablement 
  • Full ACID compliance 
  • Real time performance and storage capabilities 

Approach

  • Develop a subscriber identify module that securely provides subscriber identification information to a carrier’s network 
  • eSIM provisioning for a shared number service 
  • CRM integration and customer entitlement management 
  • Built in multiple edge case scenario capability 

Outcome

  • A polished and seamless end-user experience
  • Provisioning for 20,000 to 30,000 transactions per day
  • Full 4G GPS & Cellular capability for the Apple Watch  

Australia’s largest mobile service provider, needed an application that enabled the new Apple Watch to share as single service with a mobile device through sharing accurate subscriber identification information to a carrier’s network. A single mobile number needed to be connected to multiple devices with real-time performance and storage capabilities. The solution needed to be telco grade with real-time and high availability performance requirements.

Our eSIM (embedded SIM) solution introduces the ability for customers to use the built-in cellular capability of their new Apple Watch (GPS + Cellular). Thanks to uPair thousands of Australians are connected to Australia’s biggest mobile network for phone calls and messages via their wearable devices. 

Unico’s technology has provided a host of enablers for this service, including management of customer entitlements and CRM integration. uPair encompasses customer-facing screens that enable sign-up processes, entitlements, database systems and mediator protocols which apply updates to various systems across telecom networks. 

Our team solved several technical challenges resulting from integrating new technology into an existing national network with an accelerated timeframe. uPair seamlessly handles multiple edge case scenarios such as lost settings, refreshing broken entitlements and timeouts. 


Solution

Our product was able to meet the needs of a world-class telecommunications 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.  

Our solution offered a high availability, low latency and fault tolerant solution that facilitated an optimal user experience. 


Mark Hannon

Head of Sales

Categories
Case Studies

Designing business and operational support systems that scale for growth: OptiComm

Designing business and operational support systems that scale for growth: OptiComm

How Unico are helping Australia’s largest privately-owned provider of Fibre-to-the Premises (FTTP) network solutions design and implement a new business and operational support system.


Customer

  • OptiComm

Project

  • OSS stack transformation and service provider solution

Objectives

  • Design and implement a replacement solution for OptiComm’s business and operational support systems (B/OSS) that can scale for planned future growth

Approach

  • Outline ideal future system and information architecture
  • A multi-phase integration of a custom Microsoft Dynamics 365 solution, Power Automate and Azure logic apps
  • Automate key business processes

Outcome

  • 85% automated provisioning
  • Greater customer satisfaction with connection tasks being completed more rapidly and with less errors
  • The first phase provides OptiComm a saving of one full time equivalent (FTE) in staffing costs for the National Operations Centre (NOC)

OptiComm is one of Australia’s leading independent telecommunications carriers, specialising in the design, construction, operation and maintenance of FTTP networks for residential and business developments. Formed in 2005, they have established a large customer base which they expect to grow four-fold by 2023. OptiComm approached Unico with a brief to transform their OSS stack and build a replacement solution for their service providers, end-users and service desks that would support their planned customer growth.

Unico conducted a strategic assessment identifying their existing OSS business processes and technologies against future requirements and wanted position in order to define the transformation strategy. A platform-based approach was chosen to implement the transformation and enable process automation in three phases.


“Having a technology agnostic provider look at what the solution really needed was key in driving the right outcomes. Unico assessed not only what technology was best suited to our business processes but also the culture of OptiComm which was equally important in adoption and scaling at pace”

– Ben Liew, Chief Network Officer, OptiComm.


The initial phase was to enable OptiComm’s RSP customers to interface via a new direct portal for broadband service orders, for the following:

  • New Connection requests for properties within the OptiComm network
  • Disconnection requests for properties within the OptiComm network
  • Service modification requests for properties within the OptiComm network.

The second phase was to create a customer portal to allow property owners to initiate and pay for connection requests. All future phases will automate remaining processes and decommission legacy technology.

After evaluating the organisation’s technology platforms our team decided to leverage the core capabilities of Microsoft standard platforms to build the required solution.

Although unusual for a company that often builds bespoke solutions our team recognised that building a built for purpose system would have been prohibitively complex and costly to implement.

We also noted that the OptiComm workforce were already highly adept with Microsoft’s suite of business platforms and so extending this capability through Microsoft Dynamics 365 would not require a high degree of change management.

Through adding on Flow and Power apps, OptiComm could achieve a fully unified B2B and C2B capability that not only integrated with their business systems but extended to activation of the network elements via APIs and customer portals.


Bruce McCole

Principal Business Consultant

Categories
Case Studies

Maximising ROI on automated marketing campaigns through data cleansing: Racing Victoria

SFMC-deduplification

Maximising ROI on automated marketing campaigns through data cleansing: Racing Victoria

How we helped Racing Victoria regain trust in their customer data by building a custom data extension to extract and cleanse duplicated Salesforce Marketing Cloud contacts.


Customer

  • Racing Victoria

Project

  • Salesforce Marketing Cloud (SFMC) campaigns and data cleansing services

Objectives

  • Identify and remove duplicate SFMC contacts in Racing Victoria’s database 
  • Ensure all Racing Victoria’s contacts and leads are listed with 100% accuracy 
  • Reduce salesforce contract renewal fees    

Approach

  • 2-week consulting engagement with Racing Victoria 
  • Identify, extract and remove duplicate contacts with automated queries 
  • Run comparative tests to ensure data is duplicated before removal

Outcome

  • Removed 400,000 corrupted / duplicate contacts from database of over 1,000,000 
  • Saved Racing Victoria $100,000 in costs over a 2-year contract renewal period  

A major part to conducting an effective automated messaging campaign is whether you can trust your data. Campaign results can vary drastically return in investment (ROI) based on how accurate the Salesforce database of contacts is. Racing Victoria had a database of over 1,000,000 contacts which contained a significant number of duplicates and corrupted data. In a 2-week engagement Unico cleansed their database of any duplicate contacts or outdated contacts that were no longer being targeted by email or SMS content. 

The data was extracted to a data extension where comparative testing was conducted to verify that contacts were classified as duplicates before deletion. Ensuring that a contact database is rid of all non-validated contacts means messaging automation platforms like SFMC charge users based on the true size of their contact list. 


“Contact database authentication was a major focus for Racing Victoria as our number of contacts continued to grow. Unico was able to enable us to have complete trust in our data within just two weeks and provided immediate ROI through this engagement”

– Marcia Allan, GM Customer Strategy & Engagement, Racing Victoria.


Following the data cleanse of Racing Victoria’s contact database, over 400,000 entries were removed resulting in over $100,000 of saved contract renewal costs. This was 4 times the cost of the Unico engagement, resulting in significant ROI for Racing Victoria and clear value add.


Evan-Harridge

Evan Harridge

Director of Innovation and Enterprise Sales

Categories
Case Studies

Building a bulletproof digital voting platform & website: The All-Star Mile

Building a bulletproof digital voting platform & website: The All-Star Mile

How we helped increase the longevity of the racing industry through the power of Salesforce Marketing Cloud (SFMC) and platform engineering.


Customer

  • Racing Victoria

Project

  • The All-Star Mile – Australia’s only fan voted race

Objectives

  • Attract a new audience to the racing industry
  • Design an online website and voting platform that could handle high volumes of traffic on and off peak
  • Build a seamless, multi-channel digital experience across website, email and text
  • Construct a range of end-to end consumer journeys across the All-Star Mile Campaign

Approach

  • Build a secure, audit proof web voting platform
  • Website development
  • Design Multi-channel SFMC journeys to engage multiple customer segments (email and text)
  • Mobile validation through SFMC

Outcome

  • 135,097 votes Australia and New Zealand wide
  • 96.5% validation rate of voters, halving last year’s rate
  • Over 30% female voters

Horse racing in Australia has traditionally attracted an audience comprised of males aged between 45-65. Racing Victoria sought to expand into other customer groups through the introduction of the inaugural All-Star Mile in 2019. By introducing a voting platform and website for fans to choose race participants and increase social engagement, Racing Victoria was able to attract new prospects from all demographics to the racing industry. Our team partnered with Racing Victoria for the second year to create the platform that would allow Australia’s only fan voted race to function.

Using Amazon Web Services, our team built a highly secure web voting platform from the ground up that is auto scaling and healing with cloud first design and the ability to handle high levels of user traffic. For the second year running, a Big 4 Advisory cyber and hacking team tasked with auditing the platform was again unable to penetrate the system.


“The All Star Mile was designed to attract a new and more diverse audience, which was achieved for the second year in a row with over 30% female voters. This could not have been delivered without the teamwork and collaboration between Racing Victoria and Unico – our team more than halved the number of unverified votes from last year, worked on tight deadlines and had to adapt to meet regulatory constraints”

– Marcia Allan, GM Customer Strategy & Engagement, Racing Victoria.


Racing Victoria’s goal of building fan engagement for the All-Star Mile was conducted through SFMC. Unico had previously helped Racing Victoria increase their SFMC capabilities allowing them to effectively build journeys for their subscribers. These journeys helped elevate the engagement levels with Racing Victoria which enabled them to send consistent multi-channel messaging to new audience’s generated by the All-Star Mile.

A final voting tally of 135,097 was a remarkable result during a summer that was devastated by unprecedented bushfires. Racing Victoria offered their support to the bushfire crisis by pledging to donate $1 for every vote received. In addition, they also donated all 93 horse nomination fees of $500 totaling $46,500 to the Good Friday Appeal.

If you would like to find out more about Unico’s All Star Mile secure website and voting platform, please contact Evan Harridge.


Evan-Harridge

Evan Harridge

Director of Innovation and Enterprise