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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

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

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Case Studies

Maximising ROI on automated marketing campaigns through data cleansing: Melbourne Racing Club

SFMC-deduplification

Maximising ROI on automated marketing campaigns through data cleansing: Melbourne Racing Club

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


Customer

  • Melbourne Racing Club (MRC)

Project

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

Objectives

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

Approach

  • 2-week consulting engagement with MRC
  • 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 MRC $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. MRC 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 MRC 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

Categories
Case Studies

Reducing maintenance windows by up to 90%: CitiPower

Reducing maintenance windows by up to 90%: CitiPower

Unico delivered a roadmap of initiatives that would dramatically increase business efficiencies with a doubling of platform capacity, releasing 3 to 4 staff from the intensive, extremely expensive and error prone manual reconciliation and restoration obligations.


Customer

  • CitiPower

Project

  • Reduce maintenance windows and increase business efficiencies

Objectives

  • Solving reliability issues and integrity errors in data transactions between critical business IT systems 

Approach

  • Reviewing the key integration platform
  • Identifying technical stability issues
  • Installing a future-proof architecture roadmap

Outcome

  • Reduction of the platform maintenance window by up to 90%
  • Releasing 3-4 staff from the expensive and error prone manual reconciliation process

Reliability issues and integrity errors in data transactions between critical business IT systems were causing data loss and corruption. This was placing increasing demands on staff time through intensive manual reconciliation and restoration, impacting business confidence and daily business efficiencies.

Increasing competition and price pressure in energy delivery and services have led energy distributors to exploit leading edge technologies to enable cost-effective, high-availability and real time business and market information to better compete on price and service.

CitiPower supplies electricity to more than 310,000 distribution customers in Melbourne’s CBD and inner suburbs, operating among the most reliable urban and rural electricity networks in Australia. Powercor Australia is Victoria’s largest electricity distributor, supplying electricity to regional and rural centres in central and western Victoria, and Melbourne’s outer western suburbs for approximately 700,000 distribution customers.

CitiPower & Powercor built an integration platform to manage high volumes of data transactions between their metering, market and customer business systems. Reliability issues and integrity errors in data transactions however were impacting business confidence and efficiencies on a daily basis. It was also clear that a strategy was needed to future proof data transactions as data volumes are on a steep growth curve driven by aggressive business IT sophistication.


Solution

A review of a key integration platform identified a number of technical recommendations to address stability issues. A long-term roadmap to future proof against the increasing demands for real-time business data and evolution of the platform architecture was recommended.


As one of Oracle’s most experienced implementation partners in the region with extensive experience with Oracle Fusion Middleware, Unico was able to address the issues around data transaction management and create future proofing strategies to cope with the increase data loads.

Our team focused on the core technology stack and architecture, while gaining the necessary understanding of business context and network connectivity. We were then able to identify performance issues and provide sound recommendations to restore data transaction integrity that would ensure medium term predictability and confidence for the business with real time data transactions. A robust roadmap was also proposed for improving long-term architectural design and best-practice evolution of the business technology to cope with increasing demands.


Benefit

Predicted increase in business efficiencies including a doubling of platform capacity, a reduction of the platform maintenance window by up to 90%. A roadmap of remediation initiatives intended to restore data transaction integrity and restore business confidence in real time data transactions was also delivered.


Unico delivered a roadmap of initiatives that would dramatically increase business efficiencies with a doubling of platform capacity and reduction of the platform maintenance window by up to 90%, and elimination of incomplete or stranded transactions (several hundred per day), releasing 3 to 4 staff from the intensive and extremely expensive and error prone manual reconciliation and restoration obligations.

The strategy will eliminate most unplanned outages, smooth the profile and lower database latency and resource usage, and provide operational control over interfaces in outage events that may still occur.