Transforming a tolling business
Client Requirement
Our client needed to develop a transformational strategy to change its pricing and customer acquisition approach to drive revenue growth. From inception, toll pricing had been a small set of flat rates which market research showed was acting to disincentive road use by local and regional traffic. The initial requirement was to create the strategy for change based on a clear business case and a roadmap for a technology implementation to enable differential pricing of journeys.
OUR ROLE
- Arundel Advisers worked with the client executive team over a period of almost 3 years to create and deliver a business and technology transformation programme, and in particular:
- Drove the development of the business case for change, with revenue growth objectives associated with specific customer segments and pricing strategies, and a technology, procurement and programme roadmap for implementation
- Developed the requirements and overall enterprise architecture for the systems needed to capture and record vehicle journeys, price them and charge for them
- Created the functional release strategy to implement technology in phases, to capture vehicle information, analyse journeys, create differential pricing for journeys, acquire and retain new customers and create product offerings for different market segments
- Established the overall programme and project structure for the technology releases, and provide programme management
- Advised on the procurement strategy and approach, evaluation of potential providers, and contract negotiations
- Coached the executive team on the changes they would need to make in their approach to working styles and team development
Business Outcome
- The business case was developed and signed off by the investors within two months and formed the basis of the revenue growth plan to double the size of the business.
- Although delayed by Covid lockdowns the roadmap, release strategy and procurement processes were all completed and the new technology to enable journey capture, analysis and pricing was delivered and went live in 2023.
- The business will change fundamentally to one where pricing can be set and altered to reflect the customers’ usage of the road, making it more attractive and promoting revenue growth.
Completion Date: 2023
