Case Study: A Leading Southeast Asian Transport Authority achieves streamlined operations and improved customer experience with Wipro

Enabling a Transport Authority to Optimize Processes and Improve the CX

A leading Southeast Asian Transport Authority needed a better way to manage its rapidly expanding road-transport network, centralize business processes, and improve the customer experience. With Wipro and Oracle, the authority sought a new tollway transportation and billing system that could provide better connectivity, account-level visibility, and built-in analytics.

Wipro implemented a solution using Oracle CX Cloud and customizations to Oracle CC&B, integrating toll billing, customer data, banks, and digital payments such as e-wallets, credit cards, and RFID. The result was streamlined operations and a simpler customer journey, with measurable gains including a 20% reduction in cost per collection, a 24% drop in incorrect billing incidents per month, and a 32% reduction in revenue leakage from toll evasion.