Client
Our client is a key player in the transportation sector, managing digital platforms that simplify toll payments and tax compliance for vehicle owners and rental companies. With a wide-reaching network, they ensure that drivers and businesses stay on track with seamless solutions for tolls and taxes, supporting smooth operations across diverse markets.
Challenge
The client faced significant hurdles in managing their Toll Management Platform Solutions and later their IRS Vehicle Tax Filing platform. Key challenges included maintaining SLA compliance, handling a high volume of support tickets, and efficiently enhancing platform features to meet user demands. Initially, the client sought a reliable partner to oversee their toll management operations, with expectations of scalability and robust support. The complexity of manual processes and the need for real-time updates further compounded the challenge, risking user dissatisfaction and operational delays.
Solution
Hexaware stepped in with a comprehensive approach, leveraging Application Management Services to manage both the Toll Management Platform Solutions and the IRS Vehicle Tax Filing platform. The solution was built on cutting-edge Azure-based Solutions for Toll Management, incorporating:
- Enhanced onboarding app with short page flows and bulk vehicle import on Azure App Services.
- Mobile-compatible site for rental firms to scan vehicle plates via OCR and barcode readers.
- Redesigned onboarding websites for premium automotive customers.
- OCR scanning with Azure Computer Vision for VIN-to-VRC mapping, cutting vehicle entry screens.
- SMS notifications for surety increases and card renewals via Azure Service Bus and Function App.
The solution prioritized automation to minimize manual tasks, tailored to streamline onboarding and improve scalability. Hexaware’s team collaborated with the client’s IT stakeholders in a managed T&M model, ensuring alignment with business needs.
Benefits
The implementation of Hexaware’s solution delivered immediate, measurable impacts:
- 43% drop in support tickets, reducing workload.
- 97% SLA compliance over 2 years, ensuring reliability.
- High customer experience rating with 6/7 CSAT score.
- Over 90 new features were delivered across platforms.
In the long term, the client achieved improved operational efficiency, reduced manual intervention, and significant cost savings through recurring task automation, positioning them for sustained growth and user satisfaction.
Summary
When operational challenges hindered the client’s Toll Management Platform Solutions and IRS Vehicle Tax Filing platform, Hexaware swiftly intervened with a robust solution. Utilizing Azure-based technologies for Toll Management and advanced automation, we reduced support tickets by 43%, achieved 97% SLA compliance, and significantly enhanced the customer experience. The result? A streamlined, efficient platform that drives operational excellence and keeps the client ahead of the competition.
