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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

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Business update Insights Media

Open for business COVID-19 latest update

Open for business COVID-19 latest update

27 March 2020

We are committed to servicing you and your business-critical IT infrastructure and remain fully operational.

COVID-19 latest

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
UCF

Building conservation through an ecommerce customer portal

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

Categories
Case studies

Movies on demand platform architecture: Using analytics to improve user experience from ‘pay to play’

Movies on demand platform architecture: 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 approach to platform architecture.


Customer

  • Tier 1 Australian Telco

Project

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

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 through platform architecture

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 and platform architecture 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 platform architecture 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

Blockchain technology in food supply chain proving the authenticity of Australian meat products: Meat & Livestock Association (MLA)

blockchain technology in food supply chain

Blockchain technology in food supply chain proving the authenticity of Australian meat products: Meat & Livestock Association (MLA)

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


Customer

  • Meat & Livestock Australia (MLA)

Project

  • Blockchain technology in food supply chain for red meat traceability

Objectives

  • Establish if blockchain in supply chain management 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 in food supply chain 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 in food supply chain 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 supply chain 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 Partners

Creating a one-to-one customer experience through Salesforce Marketing Cloud: Cargill Australia

Sales-Force-Marketing-Cloud

Creating a one-to-one customer experience through Salesforce Marketing Cloud: 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 Salesforce Marketing Cloud

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 Salesforce Marketing Cloud 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

Categories
Case studies

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

business support systems and operational support systems

Designing operational and business 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 operational and business support system.


Customer

  • OptiComm

Project

  • Business operation support system 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 Partners

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

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 cleansing extension to extract and cleanse duplicated Salesforce Marketing Cloud contacts.


Summary

  • Salesforce Marketing Cloud (SFMC) campaigns and data cleansing services
  • Identification and removal of duplicate SFMC contacts 
  • Ensure all MRC’s contacts and leads are listed with 100% accuracy 
  • Reduction of salesforce contract renewal fees    

Metrics

  • Removed 400,000 corrupted / duplicate contacts from database of over 1,000,000 
  • Saved RV $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 (RV) 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 cleansing of Racing Victoria’s contact database, over 400,000 entries were removed resulting in over $100,000 of saved contract renewal costs. This was four times the cost of the Unico engagement, resulting in significant ROI for RV and clear value add.


Evan-Harridge

Evan Harridge

Director of Innovation

Categories
Case studies Partners

Building a bulletproof online voting platform & website: Racing Victoria

online voting platform all-star mile

Building a bulletproof online voting platform & website: Racing Victoria

How Unico helped increase the longevity of the racing industry using Salesforce Marketing Cloud (SFMC) and platform engineering to produce an online voting platform and website.


Summary

  • Attract a new audience to the racing industry
  • Development of secure, high availability, high traffic capacity online voting platform and website high
  • Automation of a multi-channel digital experience across website, email and text
  • Website development
  • SFMC Customer journey mapping and mobile validation

Metrics

  • 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 (RV) sought to expand into other customer groups through the introduction of the inaugural All-Star Mile in 2019.

To broaden the demographics racing appealed to and attract new prospects, RV introduced a peoples race in which fans can choose their own participants. The All Star Mile required a robust online voting platform and website for fans to submit their votes and engage with the campaign digitally.

Our team partnered with RV 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 online 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 Salesforce Marketing Cloud (SFMC). Unico had previously helped RV improve their SFMC capabilities by teaching them how to build customer 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 totalling $46,500 to the Good Friday Appeal.

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


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 more, contact Evan Harridge below.

Evan-Harridge

Evan Harridge

Director of Innovation

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