CASE STUDY
Ascendi transforms toll operations
Accenture Tolling Solution drives 20+ years of transportation service for Ascendi
3-MINUTE READ
Leading the way in smart tolling with digital innovation
Ascendi, a roadway services and asset management company, has been recognized as one of the leading transportation solutions providers for more than 20 years. A keen understanding of customers’ evolving needs, intelligent solutions and a commitment to excellence in service delivery have been key to its success.
Ascendi controls large majority stakes in six major roadway systems throughout Portugal. Today, it operates one of the world's largest all-electronic tolling systems, supporting nine toll collection operations across 869 kilometers of roadway.
Accenture has played a key role in Ascendi’s digital transformation.
A keen understanding of customers’ evolving needs, intelligent solutions, the SAP® software-based Accenture Tolling Solution and a commitment to excellence in service delivery have shaped Ascendi’s success.
Taking all-electronic tolling from concept to reality
In 2008, legislation made it necessary for Ascendi to transform many of its shadow toll operations into true toll operations. The company wanted minimal infrastructure disruption and building trust and ensuring user satisfaction were top concerns.
The most technically viable option was an all-electronic tolling model. Ascendi wanted technology that was accurate, reliable and flexible. It chose Accenture to implement and maintain the new tolling model—using the SAP® software-based Accenture Tolling Solution.
The tolling back-office system was implemented in just 16 months. As part of Ascendi’s digital transformation plan, the company upgraded its back office to the newest version of the Accenture Tolling Solution based on SAP Billing, Revenue & Innovation Management.
Accenture’s commercial off-the-shelf software has helped prepare the way for services and business models that meet the demands of a modern digital roadway user.
Enhancing customer satisfaction en route to digitalization
The upgrade offered a number of benefits and capabilities. It’s helped improve process automation and create insightful customer relationship management tools and new self-service features.
In 2021 alone, Ascendi achieved 93% first contact resolution at the contact center. It handled more than 300,000 customer contacts, 5 million violation transactions and 3 million violation notices. The complaint rate for violation notices was lower than 2% and the call center customer satisfaction level was high.
Accenture’s commercial off-the-shelf software has helped drive Ascendi’s success, opening the way for intelligent automation, new customer services and business models that meet the demands of a modern digital roadway user.
