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Interlink Roads, Australia

Interlink Roads were looking for a way of keeping customers up to date with toll road information and specifically keep customers informed of their account status. With the vast majority of customers using electronic payment methods, it was vital that Interlink continually looked to improve customer experience to ensure that they continued to be satisfied with the E-way system. With the heavy vehicle traffic the M5 has, Interlink recognised that their customers need a way of getting vital account information on the move.

Marie Mele, Operations Manager at E-Way explains; "We constantly look for ways in which we can improve the experience and journey customers have when travelling on our roads. Our automated payment systems are proving to be very popular, but we realised that customers needed to be kept up to date with their account information to avoid any unnecessary stops if they had run out of credit or their details had expired. We also realised it would be too late to tell them after they had left the house, so we need a mobile solution to get to our customers when it mattered."

Working with Oxygen8 Communications, Interlink implemented a mobile SMS solution that allows them to send tailored SMS text communications directly to E-way users.

The SMS notifications sent to users include:

• Advice of low account balance and need to top up
• Advice that credit card details have expired and need to be updated
• Advice that a new E-Tag is available to pick up

Marie continues, "SMS has proven to be a cost-effective and efficient way to communicate with our customers and we are gradually increasing the amount communication sent by SMS. The biggest issue in this roll out has been ensuring that we do not receive too much response to the call centre. The ability of the Oxygen8 platform to schedule messages for a specific time has been very helpful in handling this, as well as making sure we do not send messages in peak traffic hours. Oxygen8 provide a great service with prompt delivery of messages, good initial training and speedy response to handle the minor issues and questions we've had over the last 2 years. I would have no hesitation in recommending them as an SMS provider"

Louise Ford, Chief Executive Officer – Australia for Oxygen8 Communications comments; "It's great to see Interlink bringing innovation to the experience of journeying on their roads. The platform we have provided them is proving successful in keeping cars travelling, and the benefits extend into improved processes for Interlink staff. Oxygen8 aims to work with its clients to understand their business and looking into the future, Oxygen8 hopes to further extend the benefits it provides to Interlink and its customers with the introduction of our new Call Connect service and pay by SMS"

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