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James Newton – National Customer Resolutions Manager

Leveraging customer-led improvements to restore low engagement relationships. James Newton – National Customer Resolutions Manager. About Transurban. ASX top 20 18 toll roads One retail brand Over five million customers 200 key accounts 45m toll trips per month.

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James Newton – National Customer Resolutions Manager

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  1. Leveraging customer-led improvements to restore low engagement relationships James Newton – National Customer Resolutions Manager

  2. About Transurban • ASX top 20 • 18 toll roads • One retail brand • Over five million customers • 200 key accounts • 45m toll trips per month

  3. Low touch leads to low engagement • How customers connect with us: • 92% of customer interactions are digital • 7,000 calls per day • Low value transactional expense (over 50% of transactions are less than $10 per month) • Leads to very low touch • What we’ve done is listen: • No experience is the best experience • Set and forget principle, enable autopay and top ups • TAG-less models • Optimisation of digital self service Majority of customer have low engagement, leading to customer apathy

  4. Consequences of customer apathy & low engagement Need to mitigate unintended consequences without increasing engagement

  5. Di Establishing customer needs Define Develop Deliver Solution What’s the problem? Problem definition Develop & Test Research Define Deliver Designing what our customers want not what we think they want – starting from a clean slate

  6. = Proactive and Predictive New car? Still travelling? ? Giving customers the information they need in moments that matter

  7. = Engagement opportunities - Service Recovery • The challenge • Over 23,000 responses a month • Customers using surveys as a service channel to engage with us • Customer requests falling through the cracks • The solution • AI enabled case management platform • Real time cases created based on customer sentiment • Dedicated team responding to customer feedback The benefit Act Understand Listen

  8. Case Study: LinktGO • The challenge • Large casual user customer base • Wanted less commitment and more control • Current offering wasn’t meeting expectations • Tolling retail market is open to digital disruption • The solution • GPS-tolling app • ‘No account’ feeling • Real-time experience • Pay by trip • Transparency of information and costs • A digital-first servicing model

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