Abtran and eFlow: Powering Tolling Through Omnichannel Customer Service
Delivering Seamless Support for Over 55 Million Toll Journeys Per Year
Since 2021, Abtran has partnered with Turas Mobility Services to provide a fully outsourced omnichannel contact centre solution for eFlow, enhancing the tolling experience across Ireland's motorway network.
55M
Toll journeys a year supported
+1M
Contacts handled per year
95%
of vehicle passenger records processed within 2 business days
Services Provided
- Omnichannel Customer Support
- Image Review and Journey Verification
- Credit and Billing Resolution
- Debt Management
- Fleet and Case Management
- Social Media and Webchat Support
- Mailroom and Back-End Processing
- Training, QA and Workforce Planning
eFlow operates the barrier-free tolling system on Dublin’s M50 motorway and is one of four licensed providers of electronic tags for use across all National Toll Roads in Ireland. Managed by Turas Mobility Services on behalf of Transport Infrastructure Ireland (TII), the service supports more than 55 million toll journeys annually.
In 2021, Abtran was appointed by Turas Mobility Services to manage and fully operate the eFlow customer service operation. The service mobilisation involved scaling rapidly from a 20-agent Model Office phase to a fully functioning contact centre of approximately 150 agents, supported by Abtran’s Workflow Management, Talent Acquisition, Training and Quality, IT, and Operations Management teams.
Abtran delivers comprehensive support across the entire tolling lifecycle. Our advisors manage customer interactions across social media, phone, email, and web chat. Services include resolving payment issues, credit and billing enquiries, debt management, manual image reviews, fleet services for business customers, case management, and back-office mailroom support.
Key results include:
- Over 55 million toll journeys supported annually
- More than 1 million vehicle passenger records processed
- 95 percent of records handled within two business days
- High contact resolution through omnichannel engagement
With a focus on continuous improvement, quality assurance, and customer experience, Abtran ensures the eFlow service delivers value, speed, and support at scale. The result is a reliable, citizen-centric tolling experience for road users across Ireland.
