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Customer Centric Services & Partner Settlements

Major Public Transportation Agency

This organization is a major public transportation agency for one of the largest U.S. states, serving 80.5 million riders each year. It operates bus, light rail, and bus rapid transit and paratransit services across a large metropolitan region, including a dense urban center and surrounding communities. The agency offers 75 local routes, 32 commuter bus routes, and a total of 9,100 stops.

 

Situation

The agency was looking for ways to provide more customer-friendly experiences to riders, as well as increase revenues. Agency leaders had an ambitious plan: shifting from the basic “pay-per-ride” model under which they’d operated for years to an account-based management system.

To accomplish this, however, the agency would need to completely reimagine its existing data and billing systems. They needed an open payment solution that could support flexible,

cashless transit, and that could scale to accommodate 80 million customer trips per year. Supporting the new charging models, as well as business-to-business (B2B) and partner settlements, would also require integrated billing and settlement processes.

Finally, to assure accurate revenue collection, the agency needed a fine-grained fraud management system to detect and block blacklisted cards in real time.

Solution

The agency implemented the DigitalRoute Usage Data Platform, a flexible, scalable technology to support usage based billing and enable new customer-centric offers and business models.

At the heart of this transformation is the new platform’s session-handling capabilities, which can collect information such as account balances and card validity from disparate data sources automatically.

The new platform binds all of this disparate data from across its ecosystem in real time.

As a result, the agency can ensure that passengers have the necessary funds in their account balances and block blacklisted cards at the moment of the transaction.

The agency now feeds all usage data for each account (based on fare, time stamps, and billable credits) into a single, unified channel.

The results: a more convenient and personalized user experience for riders, and dramatically improved billing accuracy for the agency.

Benefits

Using the new Usage Data Platform, the agency can set up cashless payments and reduce reliance on costly third-party billing and settlement services.

At the same time, they can now deliver a better user experience with seamless travel. For example, with the ability to collect accurate time stamp information in real time, they can now allow riders to purchase multi-leg trips as a single transaction.

Today, all usage data from across its own and its partners’ infrastructure is fed into the agency’s database.

With the ability to process and analyze this wealth of usage data, the agency can continually enhance its services and develop new customer-centric services.

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Billing Automation & Revenue Sharing

Leading Ride Hailing and On-Demand Service Providers

This company is one of the leading ride hailing and on-demand service providers in Asia, serving 50 major cities in its country with a team of 400,000 drivers. Established in 2010 as a motorcycle ride-hailing phone app, the company has now evolved into a full-service on-demand platform. Today, they provide a wide range of digital services including transportation, logistics, mobile payments, food delivery, and more.

Situation

The Company has expanded dramatically over the past decade—often so fast that new requirements continually strained the existing IT environment. Today, the company works with 38,000 merchants (restaurants, stores, cinema-bookings, pharmacies, cleaning services, e-wallet services and more),

processing 50,000 invoices per day and 60 million transactions every month. As the transaction volume has continued to grow, company leaders have struggled to simplify the IT environment.

They want to move away from manual processes that slow down billing and cause revenue leakage. They want to automate transactions to enable fast, seamless payments.

And they’d like to start employing more innovative and consumption-based business models, such as revenue-sharing and flexible pricing with promotions and tiering. To accomplish any of this, however, they need to rethink the legacy IT infrastructure.

Solution

To get where company leaders want to go, they need to drive down complexity and enable new back-end billing and transaction capabilities. Specifically, they need to be able to bind consumption sessions between multiple transaction points to the end-customer,

and automate multiple steps in the purchase process, from order to delivery and invoice. The DigitalRoute Usage Data Platform can make all of this possible. Using the platform, the company will be able to

collect consumption events from multiple channels (such as from take-away food, cinema tickets, medication, cleaning services and more) across thousands of merchants and automatically merge them into a single billable item tied to each customer.

The platform will also enable more accurate partner settlement between the company and its merchants for many transactions.

Benefits

By shifting to an automated, customer-centric billing process, the company can add flexible pricing models and revenue-sharing with 100% accuracy and transparency.

With detailed visibility into each customer’s consumption behavior, the company can now analyze customer behavior and preferences in fine-grained ways.

They can use those insights to quickly launch and develop new business models. By rolling out new offers that they know will interest customers, the company can continually expand its business.

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Usage Data Collection & Automation

One of Europe's top Connected Vehicle Companies

This Company is one of Europe’s top connected vehicle companies, and is viewed by analysts as one of Europe's fastest-growing private technology/media/telecom companies.

Situation

The company has a fleet of 40-50 thousand vehicles, and owns its entire fleet and IT platform. When customers rent a car from the company, they can choose from a wide range of services and options tailored to their preferences, such as Wi-Fi, insurance, cashless parking, roadside assistance services and more.

Today, company leaders are looking to provide a full-scale consumption-based experience. They also want to support efficient and safe driving.

For example, by tracking driver behaviour (speed violations, hard breaks, etc.), the company can help drivers learn to drive more safely and in a more environmental friendly manner. Company leaders also want to use usage data to support new business partnerships.

For example, driver behaviour information could be used by the company’s partners, such as insurance companies, which could offer lower premiums to drivers with a history of safe driving.

Solution

Every connected car in the company’s fleet is equipped with devices to measure and collect events based on vehicle health, security and safety. By collecting these metrics, the company gains valuable insights on how the car has been driven and which services have been used.

All of this information collected from the different devices is then moved to the DigitalRoute Usage Data Platform, and then sent onto the third-party vendors (banks, insurance companies, parking companies, road assistance, etc.) for consumption-based invoicing and settlement.

At the end of a rental, the company uses the DigitalRoute Usage Data Platform to validate the payment card, and send transaction information to the bank and to third-party vendors for processing.

Under this system, billable invoices are bound to individual drivers, and partner settlements are bound to third-party vendors. The Usage Data Platform provides the bridge linking car, driver, and all service providers and payment processors into a single, customer-centric system.

Benefits

The company can now provide a full-scale consumption-based business model with seamless payment processing.

The model also accelerates the purchase flow. With detailed visibility into customers’ consumption behavior,

the company can now analyze customer behavior and preferences in fine-grained ways. They can use those insights to quickly launch and develop new business.

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Usage Monetization & Automation

One of the World's Largest International Terminal Operators

This company is one of the world’s largest international terminal operators. The company runs one of the largest ports in Europe, handling large shipping vessels and 600,000 containers annually, as well as providing roll-on/roll-off (ro-ro) facilities for ships carrying wheeled cargo.

Situation

Despite massive growth in international shipping, port owners around the globe have been struggling financially. The biggest culprit: a reliance on manual, error-prone processes that create significant billing inaccuracies. Typically, port operators rely on a highly fragmented architecture with many manual steps. For example, port workers manually log usage (arrival of ships, the services they use while docked) into terminals.

Later, another person manually enters those logs into financial systems. Each of these steps, and several others, presents opportunities for errors that, cumulatively, can cost port operators millions. This port operator was tracking every single transaction via error-prone manual entries on a spreadsheet, creating a constant risk of revenue leakage.

The company wanted to automate the entire cash flow process. They needed to accurately track each ship’s consumption, from the moment workers log usage information into NAVIS terminals, up to when that log information is combined with the specific shipper’s contract information, to when the usage data is entered into the financial system.

Making the project even more complex, the port operator works with many partners that also provide services to freights and ships—each of whom also need to be paid accurately. Traditionally, most ports charge shippers based solely on a coarse-grained time-in/time-out model.

To increase revenues, this port operator also wanted to explore new models, such as charging based on each container’s contents, weight, value, and other factors. Despite the complexity, all of this business logic would need to be processed very quickly to allow shippers and the port to communicate—announcing estimated time of arrival, requesting services, agreeing on payment—in real time.

It was an ambitious undertaking. And it would require a state-of-the-art data infrastructure that provided a single, standardized platform for billing, analytics, and revenue assurance.

Solution

The port operator worked with DigitalRoute to overhaul its data collection and charging systems. Today, the company has fully automated the collection of session events entered into the NAVIS terminals.

The system’s advanced session-handling intelligence now captures the full range of consumption events for every vessel that enters the port. This includes accurate metrics for discharging, loading, pilotage, and visit and handling services such as storage time, stripping and stuffing,

X-ray, and weighing containers. The new infrastructure allows the port operator to bill for more services in more ways, such as charging a premium for container storage at peak times.

After a vessel departs the port, the system automatically integrates all chargeable events from the services used into one billable invoice.

The system even allows the port operator to lock services to shippers that the NAVIS terminals show have exceeded their credit, or that the port’s CRM and billing systems show have overdue payments.

Finally, the new system automatically enriches data pulled from the NAVIS terminals, dramatically improving the accuracy of billing and partner settlement.

Benefits

With more accurate, fine-grained session-handling processes, the port operator can run its business much more effectively. They have driven out errors and revenue leakage and can now implement a wide range of consumption-based pricing models.

With a more flexible billing and settlement infrastructure, the port operator can open up new revenue streams by offering a wide range of consumption-based container-handling services.

The port operator automated access to port services, eliminating inefficient and inaccurate manual processes.

With real-time integration of the NAVIS system with the company’s CRM and billing systems, the company can now accurately track (and charge for) end-to-end port services.

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Pay-per-Use & Automation

Major International Airport

A major international airport is one of the world’s longest continuously operated commercial airports and the busiest in its country. The airport offers 89 domestic and international destinations, handling the movement of 350,000 aircraft and roughly 43 million passengers per year.

Situation

Traditionally, airports have two primary business models. First is the relationship between the airport and the airlines that operate there. Second is the retail business, encompassing the relationship between the airport and all the stores operating inside it.

For the airport-to-airlines business model, the airport bills airlines for parking space, as well as the resources that aircraft use during downtime, such as water, gas, catering, cleaning, and so forth. Historically, airports used one cost rate (time land and time leave).

But many found this model to be too coarse-grained, preventing them from monetizing their relationships with the airlines based on other usage-based metrics. Today, many modern airports bill dynamically, charging airlines at different tiers depending on a variety of factors.

For example, airlines may pay a premium to park their aircraft closer to the terminal, or to schedule departures during prime hours.

This major airport wanted to implement a fully automated mechanism to capitalize on flexible dynamic billing. Airport leaders also wanted to develop new, more competitive and customer-centric offers, such as bundled services and consumption-based pricing models.

To accomplish this, however, the airport needed a data processing and billing infrastructure that was much more flexible and automated than what they’d used in the past.

They needed the ability to aggregate all consumption events for every aircraft from every airline—capturing everything aircraft consume from the moment the plane lands until it departs. And, they needed the ability to integrate all of these events into a single session, bound to a specific airline and aircraft, which could map to one billable invoice with total accuracy and transparency.

Solution

Working with DigitalRoute, the airport overhauled its data and billing infrastructure, creating a flexible Usage Data Platform for tracking session-based consumption across all its airline customers.

With the new, more granular session-handling intelligence, the airport can now track a broad range of services consumed by each aircraft, capturing landing, parking, takeoff, and all services used in between. After each plane takes off, the platform automatically calculates all chargeable events,

including parking hours, catering, cleaning, and more. The Usage Data Platform combines all of these consumption events into a single record for the airport to settle with the airliner, as well as any partner companies that provided services.

The airport also implemented an advanced error-handling framework to re-process high-value, incomplete transactions, which would otherwise translate to lost revenues.

Benefits

With the more advanced, fine-grained session-handling processes in place, the airport can now run its business much more effectively.

They can transparently provide granular pay-per-use products and services, increasing revenues while giving their airline customers a wider range of options.

At the same time, by fully automating consumption-to-cash business processes, the airport dramatically improved billing accuracy and prevented revenue leakage

Moving forward, the airport now has a much more flexible usage-based platform to capture new revenues and experiment with new customer-centric business models.

They will be able to continually create new bundled services to grow revenues serving their airline customers more effectively.

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Revenue Leakage Prevention & Improved Billing Accuracy

Major International Rail Operator

A major European railway serves as its home nation’s principal passenger rail service, running 4,800 scheduled domestic trains serving 1.1 million passengers every day. The railway also provides international railway services to other European destinations and carries out concessions on foreign rail markets through a subsidiary.

Situation

To provide its customers with comprehensive travel solutions, the railway has established partnerships with a wide range of other transportation providers (bus lines, other train lines, ferry lines, and more).

The problem: limitations in the company’s aging data and financial systems made it impossible to bundle purchases across multiple providers and individuals in a way that was simple for customers to buy and use.

Product teams were unable to offer bundled travel options linking trains, buses and ferries across partners under a single transaction. Nor could they offer “family” tiers, where each member of a family could use their railway cards under a shared discount.

The biggest roadblock to these and other new Consumption-Based product bundles: the IT infrastructure was built purely for financial purposes, and designed to support the railway’s business from an earlier, simpler time.

As the railway had grown, the mix of systems and data sources was now exponentially more complex. For example, the railway charges different rates for different types of travel (such as, if a passenger is traveling with a bicycle).

All of those diverse pricing attributes helped grow revenues, but made integration with other systems and partners practically impossible for the aging legacy infrastructure, which was only capable of handling 2 million events per day.

If the railway intended to maintain its leadership position and deliver more customer-centric experiences, they’d need to overhaul the existing billing infrastructure. They needed a real-time, multi-channel data processing platform.

Solution

The railway brought in DigitalRoute Usage Data Platform to help them create a more flexible, state-of-the-art data infrastructure. Now, the company can offer customer-centric bundles across its own and its partners’ services.

The new system collects usage data from a wide range of disparate channels and data sources. It enriches this data with information from other systems, such as contract information, and automatically feeds data into the billing stream in real time. Today,

the railway can see and act on customer purchases and behaviour across its own rail lines, as well as partnering travel lines, collecting fine-grained details including time stamps and tariff fees.

The company has the freedom to create all manner of new bundles to better serve its customers. And, the updated infrastructure supports many millions of events per day, with the ability to scale up to support unlimited growth in the future.

Benefits

The DigitalRoute solution acts as the gateway between the railway operator’s internal billing systems and all its diverse channels and partners.

The company can now funnel millions of events daily across all of these disparate systems into a single billing stream—assuring revenues and dramatically improving billing accuracy.

Additionally, as a result of the new infrastructure, the railway was able to decommission 10 legacy IT systems (six of which were data integration products).

The result: an ROI of 9 million Euro in just 1.5 years.

Moving forward, the railway now has a flexible, scalable foundation to continually enhance the user experience for customers, and can continually create new revenue-generating product offers and business models.

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Revenue Recognition & Automation

Leading North American Rail Operator

This company is a leading North American rail operator, connecting 21,000 route miles across two countries. The railway operates more than 300 trains each day to more than 500 destinations, and is the operator of choice for state-supported corridor services across a significant portion of its footprint.

Situation

The railway processes transactions for 30 million passengers per year, including train tickets, in-trip purchases, and linked travel such as buses or ferries.

Despite the scale of this operation, the railway still relied heavily on manual processes to track and integrate billing through their own channels and those of partners. The result: long delays in revenue recognition and, too often, significant revenue leakage due to human error.

Making the billing system even more complex, the railway works with a wide range of geographic partners who sell tickets on their behalf.

To eliminate the worst delays and errors (and their associated revenue losses), railway leaders wanted to automate delivery of invoices to partners. To do so, the company would need to completely rethink its billing and settlement infrastructure.

Solution

DigitalRoute worked with the railway to automate the partner billing system—eliminating manual effort and errors, and ensuring that settlements are processed with 100% accuracy.

The heart of the new Usage Data Platform: an event-driven data collection solution that fully automates the collection of partner settlement entries.

The solution also helps the railway to unify all usage data information across its own and its partners’ channels into a single, normalized data structure.

The railway can now maintain a “single source of truth” for revenue accounting across its multinational operation, and maintain tighter real-time control of its business.

Benefits

Instead of relying on error-prone manual processes, the railway can now apply digital business logic to process raw ticket information and automatically feed invoicing data to the correct record stream.

Using the session-handling capabilities of the DigitalRoute Usage Data Platform, the railway operator can also now correlate information from disparate systems, mapping all related usage data automatically into a single, easy-to-use record for invoicing.

The end result: much deeper visibility into the company’s financial processes, and dramatically reduced revenue leakage.

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Customer-Centric Services & Real-Time Insights

IT-Organization of a Major National Rail Operator

A European IT organization is a wholly owned subsidiary of a major national railway, providing its parent company with comprehensive IT services. The IT company is responsible for technology transformation projects, day-to-day operation and maintenance of technical platforms, and support for all business processes for one of the world’s largest transportation networks.

Situation

In an effort to increase customer satisfaction and grow revenues, the railway wanted to deliver more personalized, flexible, and convenient experiences for millions of travelers.

The IT organization’s leaders presented an ambitious transformation plan: First, the company would unify consumption data for travelers across all points of sale—vending machines, cash desks, on-train and online purchases, third-party partner sales—to provide deeper insights into customer behavior and preferences.

Next, the company would help the railway launch a series of new customer-centric initiatives. These included new booking opportunities such as reserving tickets though a seat-map and allowing customers to reserve a specific seat in real time.

The IT company also aimed to collect more fine-grained details about customer experiences.

Customers would be able to provide feedback directly from online point-of-sale channels as they booked reservations, which would be updated to the company’s data platform in real time.

Together, these initiatives held the potential to realign the railways’ reservation system and data strategy around a single focus: its customers. But achieving that goal would require the railway to reimagine its current IT infrastructure.

Solution

The IT company worked with DigitalRoute to implement its Usage Data Platform to collect and act on customer intelligence.

The solution made it possible to collect data from every customer touchpoint—point-of-purchase, seating, CRM, billing systems—all integrated in real-time.

Today, the railway can track usage data based on fare, time stamps, and tariff fees, and feed all of this disparate data into a single, unified channel.

By maintaining a more complete, 360-degree view of every customer, the railway can deliver better passenger experiences and improve billing accuracy.

Benefits

With deeper, more holistic visibility into customer behavior, the railway can now continually realign business processes to deliver the best possible experiences.

For example, by understanding real-time and historic customer behavior, they can better plan for high-peak/low-peak, fleet management and ensure that every rail line always has the appropriate resources

Moving forward, the railway now has a platform to create a new suite of customer-centric services and business offers—all driven by granular, real-time insights.

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Automation & Revenue Leakage Prevention

Travel & Transportation Booking Company

One of the world’s largest travel and transportation booking companies operates in 190 markets, with a worldwide team of 15,000 people. As of 2015, the company was processing 3.8 billion transactions per day and boarding 747 million passengers annually.

Situation

Processing billions of individual transactions every day, the company’s data infrastructure was enormously complex. Too often, that complexity translated to errors and missed data—and significant revenue leakage.

The Billing and Mediation department was struggling with massive and growing volumes of digital travel booking events through its global ecosystem of online partners. As more travelers booked through third-party systems,

which had to be reconciled with the company’s central platform, more events were being lost in translation every day. Company leaders estimated 8-12% revenue leakage—an enormous amount of money that was simply disappearing off the books.

The biggest culprit: many event packages were still being handled manually, which led to frequent errors. To recapture lost revenues and prevent leakage, the company needed to automate its systems.

Solution

DigitalRoute's Usage Data Platform was implemented to accurately capture billions of digital booking events worldwide, in real time. Today, the company collects real-time booking information encompassing hundreds of disparate sources and data types (booking systems, inventory, partner data, web search, pricing).

The revenue model is based on end-customers searching for and booking travel, with the company receiving compensation for every 1,000 travel searches, and 3 Euro per booked event.

Now, the company can correlate these events with billing information in real-time. Additionally, they can now capture and analyze fine-grained historical usage data for every transaction—insights that fuel new differentiated offers and business models.

Most important, the travel company now fully automates all events across its global ecosystem (booking systems, inventory, partner data, search, pricing) to ensure that revenues are accurately captured for every transaction.

Benefits

The global travel booking company drove down manual effort and human errors in session-handling, dramatically reducing revenue leakage and capturing millions of Euro annually that previously would have been lost.

With the ability to capture more fine-grained details about customer behavior—both historically and in real time—the company can develop new customer-centric business models that would not have been possible before, and tap into new revenue streams.

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