Client Background

• Client: A Leading Southeast Asian Transport Authority
• Industry type: Transportation
• Areas of operations: Transportation infrastructure, expressway and mass transit networks, cycling and walking paths

Challenge

Since its inception in 1995, a leading southeast-Asian transport authority watched its road-transport network grow so significantly that it had become increasingly difficult to manage with existing business systems. Mindful that the country’s infrastructure would continue growing, the authority recognized it needed new systems to improve connectivity, centralize business processes, and provide a complete view of all activity at the account level. The agency also wanted its new systems to include analytics and reporting while simplifying the customer experience.

Solution

Wipro and Oracle worked closely with the transport authority to map-out all its needs and dependencies, ultimately resulting in a solution for tollway transportation and billing that leveraged Oracle CX Cloud and customizations to the utility application Oracle CC&B to meet business and technology requirements.

The solution combined many of the core modules in Oracle CC&B to centralize and streamline business processes like collections, settlements, and reconciliations. It established an ecosystem where modules for tollway billing, customer data, and banks were autonomously connected. By integrating multiple digital payment options such as e-wallets, credit cards, and RFID, toll collections were automated to ensure faster traffic flow. It also aligned with the intended account-centric approach, offered various levels of configurability, and ensured corporate regulatory compliance. And leveraging Oracle CX Cloud enabled the solution to simplify the customer journey across various touchpoints such as mobile, web, counters, and kiosks.

A robust reporting and analytics capability was also part of the new system, enabling the transit authority to closely monitor and respond to changing conditions.

Business Impact

By centralizing and streamlining many business processes, the transport authority has enabled customers to achieve their intended outcomes with fewer touchpoints. The authority has also benefited by having automated operations that delivered increased revenue, decreased losses, and optimized resource utilization.

For example, reducing the dependency on manual intervention for toll collection resulted in a 20% reduction in cost per collection, with incorrect billing incidents per month reduced by approximately 24%. Meanwhile, increased accuracy in capturing vehicle data resulting in 32% reduction in revenue leakage by toll evasion, while boosting the accuracy of traffic forecasts resulted in optimized toll booth resource planning. In addition, the transport authority’s business decision-making has improved by using its new reporting and analytics capabilities, enabling it to meet customers’ expectations and become future-ready.