Toll

Consolidating 75 different websites into one consistent, global web presence

Over the last 25 years, the Toll Group has grown enormously across the globe, expanding their range of services through over 90 acquisitions. This created a disparate web presence of 75 different websites, 262 web addresses, provisioned through 9 different technologies.

Today, Toll has business units operating in 6 divisions across the globe providing services to customers in multiple languages.

“We have been focusing on implementing a one Toll view of our Group through a number of activities; the new Web Presence is a key initiative to help deliver the change.

 

Oakton were able to effectively engage with our global stakeholder groups and take the programme from the initial business case phase through to delivery and to provide ongoing management of the service.”    

 

Andrew Ethell, Group Director Corporate Affairs

Toll wanted a single website that reflected their brand and provided a consistent and cohesive view of Toll’s services. With a focus on customers, it was important to ensure there was easy access to their tracking tools and customer specific applications.

The Thinking

Recognising the complexity, size and global distribution of Toll Group, Oakton assigned an Engagement Manager from the beginning to the end whose role was to lead the initiation phase and continually engage with General Managers and their nominated business representatives to keep them informed and involved throughout the programme.

The first stage of the project was conducted over a 3 month period and centred on the creation of a business case for the consolidation of the multiple websites across Toll. This stage included:

  • analysis of the current state
  • gathering of requirements and user scenarios,
  • a site mock-up and working “proof of concept”
  • review and recommendation of options for a technology solution and hosting options
  • the design of an ongoing operational model
  • a cost and benefit model for the business case

The Solution

With the business case approved by the Board, Oakton was selected as the partner to work with Toll to implement the new site using Oracle Web Centre Sites as Toll’s chosen platform on an externally hosted environment.

During this stage, we took the visual designs further after conducting customer usability testing, refining the interaction design and mapping out the Information Architecture to reflect the extent of Toll services.

 

toll_wf
toll_web

 

Oakton established a cloud based high availability hosted environment, designed the site in Australia then built and tested it in Oakton’s Global Technology Service Centre India, delivering the new web presence for Toll in less than 12 months.

Oakton was awarded the ongoing management contract to provide the website service to Toll, including 24x7 application support and enhancements and infrastructure management through one of our partners. The site is hosted using the latest blade, failover, storage and virtualisation technologies and resides in one of the few certified Uptime Institute Tier III data centres in Australia.

Customer Benefit

Just 15 months after initiating the project, Toll has a single, global website that is on brand and on message.  The new content management system is rich with content, images and covers 9 different languages, provides the opportunity to cross sell through linking case studies and services from one part of the site to another. The single website is providing a rich source of analytics for Toll, highlighting how customers access their services and focusing insights into opportunities for the future.

For the Toll Group, the new site reinforces their commitment to a one Toll approach, strengthening their brand as a single entity.  The site’s ability to showcase case studies dynamically has only helped position their global supply chain capabilities.

For Oakton, the journey with Toll showcases our end to end integrated services – from the planning and business case stage, through implementation and to ongoing 24/7 monitoring and maintenance of the solution, via our onshore operations and offshore Service Centre.