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Leveraging Customer-Led Improvements for Restoring Low Engagement Relationships

Explore how Transurban, a top ASX 20 company with over five million customers, utilized customer feedback to address low engagement issues. Learn about the strategies implemented to enhance customer experience and drive meaningful interactions through a digital-first approach.

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Leveraging Customer-Led Improvements for Restoring Low Engagement Relationships

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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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