Driving the future of mobility
depends not only on technology and
infrastructure but also scalable backoffice
systems enabling toll operators
to seamlessly absorb increasing
volumes and revenues.
In 2012, the Illinois Tollway began
Move Illinois, a US$14 billion, 15-year
capital program including its first
cashless toll-roads, a cashless
interstate interchange and new lanes
stretching 62 miles from Chicago to
Rockford. The agency expects to
generate increases of 45% in
transactions and 50% in revenues by
2027. Consequently, Illinois Tollway
knew they needed to scale steeply
while accommodating the new lane
technologies, service features, cybersecurity
measures and business rules
associated with cashless tolling.
In 2013, the Illinois Tollway
awarded a six-year, US$44 million
contract to implement and maintain a
Customer Relationship Management
(CRM) system to Accenture LLP.
Accenture’s CRM solution leverages
SAP business software wellestablished
in the financial sector but
comparatively
novel to the
transportation
sphere.
Since its 2016
inception, this CRM
system has underwritten
improved service and
security, cost-saving automation
and efficient processing of steadily
rising revenues. It currently serves
1.6 million drivers daily, handling
some 2.8 million toll transactions,
88% from either I-Pass or E-ZPass
users, collecting over US$1.5 billion
in annual toll and violation
payments.
Looking beyond the traditional
realm of tolling to discern a wider
business landscape has furnished
Illinois Tollway with robust
foundations on which to build a
future of growth, interoperability
and cashless automation which could
benefit the entire tolling industry.
“Our team took on the challenge
of implementing a system common
among Fortune 500 companies and
major financial institutions but rare
in the open-road tolling industry,”
says Illinois Tollway executive
director José Alvarez. “We needed a
flexible back-office solution that
prepared us for the future. The CRM
system has allowed us to enhance
customer service, improve datasecurity
and adopt more complex
processing systems.”
Our team took on the challenge of
implementing a system common
among Fortune 500 companies and
major financial institutions but rare in the
open-road tolling industry
José Alvarez, executive director, Illinois Tollway
2.8m The number of toll
transactions handled
every day by Illinois
Tollway’s CRM system
IBTTA Awards |
Toll Operations,
Engineering and
Maintenance
Award
WINNER:
Illinois Tollway
032 Traffic Technology International September/October 2019
www.TrafficTechnologyToday.com
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