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Customer Relationship Management System

Illinois Tollway

Award Category: 
Toll Operations, Maintenance & Engineering
Award Year: 
2019

In 2012, the Illinois Tollway began a major capital program that would require a new Customer Relationship Management (CRM) System capable of handling the growth in revenues and toll transactions. The wider effort included the introduction of the Illinois Tollway's first cashless roads, its first cashless interstate-to-interstate interchange, and new cashless lanes along a 62-mile section between Chicago and Rockford, Illinois. From the time the capital program began the agency has been preparing for significant growth in volume and complexity of tolling operations, with transactions expected to increase by at least 45 percent and revenues by at least 50 percent through 2027. That jump in activity, will translate into a massive increase in back office requirements. To meet the challenge, the Tollway contracted with Accenture LLP for a new CRM system with updated business rules, customer self-service features, new and improved lane technologies, enhanced cybersecurity, and a wider range of external partners, including collection agencies, credit card companies, and other tolling agencies through interoperability agreements. The system now allows for more than $1.5 billion in toll and violation revenue, averaging 1.6 million users and 2.8 million toll transactions per day—more than 88 percent of them all-electronic via I-PASS or E-ZPass.