Transformed Commuter Communications

18 Sept

The Challenge

Transformed Commuter Communications Experience with Salesforce Marketing Cloud

Tasked with modernising communications for millions of daily commuters, Transport for NSW needed to unify seven siloed business units onto a single, powerful platform. The goal was to eliminate fragmented systems and enhance the public's experience with their transport network, and deliver a solution that the TfNSW team would be capable of driving and evolving themselves.

The Solution

Transport for NSW partnered with carbonx Group and Brooke to implement Salesforce Marketing Cloud on the secure Hyperforce infrastructure. The project involved reviewing, migrating and evolving over 100 complex customer journeys to create a single source of truth for public communications.

"This project was a success due to the hard work and dedication of the carbonx team. They have extensive experience in building large Marketing Cloud instances on Hyperforce which was hugely beneficial to this project. The team were very accommodating and always happy to answer all technical questions. They were also able to engage directly with the non-technical members of the business to refine requirements without me having to be involved. I look forward to working with carbonx on future Marketing Cloud projects here at Transport For NSW."

Chris Ronnie, Senior Manager

Products and Application Services, CRM Practice , Transport for NSW

Key Outcomes & Results

Delivered On Time, On Budget & Beyond Scope: The project was a benchmark for success, completed on schedule and budget. carbonx found efficiencies within the project that enabled the migration and consolidation of additional business units that were not in the initial scope, providing exceptional value.
Unified 7 Business Units: All teams were successfully migrated onto a single, state-of-the-art platform, eliminating data silos and enabling a consistent and coordinated voice across the entire organisation.

89 Business users
1.7 M customer contacts
150+ Journeys
Hundreds of content items (email and SMS), automations, and cloudpages

A Seamless Partnership: carbonx built a strong rapport with both business and technical leaders, ensuring the complex migration was a smooth, and highly collaborative process.
Enhanced Public Experience: The transformation provides the foundation for more personalised, timely, and reliable communications, directly improving the journey for everyone who uses the NSW public transport system.