Successful integration of Dynamics CRM into Derech Eretz's complex operational environment
Established in 1999, Derech Eretz operates Israel’s first toll road, the Trans-Israel Highway (Highway 6) - which is over 175km in length. Derech Eretz is in charge of all operational aspects for the highway, including toll collection, customer service, road assistance and more. Highway 6 is the first Electronic Toll collection Road in Israel and the second worldwide. Highway 6 is considered to have the highest successful billing rate among Electronic Toll Collection roads currently in operation worldwide.
Derech Eretz operates the toll collection on the Trans-Israel Highway electronically. There are no toll booths at the entrances or exits from the highway, and no special equipment is required to access it. Innovative license plate readers collect vehicle information and pass it on to a centralized system, which calculates the distance traveled on the road and applies the appropriate payment - charged by cash, credit card or standing order.
This level of automation, combined with the volume of traffic on the toll highway, places heavy demands on Derech Eretz's customer relationship management. The processes include invoice automation and the ability to manage non-subscribers who used the road without a pre-existing relationship, as well as making usage data accessible to consumers without compromising on privacy and security.
As a leading Microsoft Dynamics CRM provider in Israel, Elad was chosen for the project of integrating Dynamics into Derech Eretz’s complex operational environment. To satisfy the project demands, we have done the following:
Tailored Solution: To help Derech Eretz improve its services, several unique modules were integrated into the CRM. Chief among them is a service module which supports over 150 work processes - warehouse management, billing and enforcement, license plate OCR, and much more. The system can present relevant information both to the service operators and to the customers themselves through a self-service portal – reducing the service center workload.
Better Support, Immediately: As soon as Elad completed the integration project, wait times at the call centers went down significantly. Shortly afterwards, Derech Eretz was able to start training new employees using wizard-based processes - significantly reducing the training period. Data visualization was improved as well, and the integration of new work processes became easier than before.
360-degree view of customer interactions: To streamline support workflows, the system was designed with the ability to present a 360-degree view of the customer to the support agent. The agent can easily access customer data, open tickets, view billing information and resolve outstanding issues.