Case Studies I-Pass – ISTHA I-Pass Customer Service Program Download Pdf The Challenge The Tollway needed a reliable, single source business partner to take over the call center and fulfillment operations connected with its automated toll payment system (I-PASS). The successful candidate would be able to reduce costs, improve service levels for nearly 1.9 million I-PASS customers and reduce transponder delivery times, as well as provide for a smooth transition of the business from The Tollway's current vendor. The Solution Within 45 days of being awarded the state contract, MAI envisioned, constructed and implemented a plan to transition the program into its own operations and created seamless links between the call center, fulfillment center and Transcore (the transaction database). The plan involved the careful marrying of MAI's own technology with existing systems, as well as set up, scheduling and training within the Response Management and Integrated Fulfillment Centers. Results MAI was up and running with the I-PASS customer service/transponder fulfillment program in half the time originally allotted for start-up. Within 90 days of taking over the program, call volumes increased 250% in response to an announced increase in tolls for customers who did not have I-PASS transponders. Because MAI's plans were built around scalability, MAI was able to quickly meet the increased demands. Elements Call Center MAI handles between 4,500-7,000 calls each weekday (activation, ordering, account history and general information) and between 2,500-3,500 on weekends. The I-PASS customer service team consists of 133 agents, six team leads, four dedicated Quality Assurance Specialists, one dedicated Trainer, one Reconciliation Specialist and one Program Operations Manager. Fulfillment MAI's state-of-the-art Integrated Fulfillment Center ships an average of 400 transponders to customers daily. The I-PASS fulfillment team comprises four Fulfillment Associates and one Supervisor. Information Technology MAI's Information Technology team customized its proprietary call center and inventory management system (MARS) to meet The Tollway's unique needs. MAI also integrated its system to work with TransCore®, the electronic toll collection system used by The Tollway. Background The Illinois State Toll Highway Authority maintains and operates 274 miles of interstate tollways in 12 counties in Northern Illinois. The Tollway offers customers I-PASS electronic toll collection for congestion relief and ease of travel.