Government
From seven silos to one voice: how Transport for NSW reimagined citizen communications.
Transport for NSW partnered with Brooke and CarbonX to migrate to Salesforce Marketing Cloud on Hyperforce, creating a single, unified platform to better connect with millions of commuters.
The Challenge
Tasked with modernising communications for millions of daily commuters, Transport for NSW needed to unify seven siloed business units onto a single platform. The goal was to eliminate fragmented systems, enhance the public’s experience with their transport network, and deliver a solution the TfNSW team could manage and evolve 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 more than 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 and Brooke team. They brought extensive experience in building large Marketing Cloud instances on Hyperforce, which was hugely beneficial. The team was very accommodating, always happy to answer technical questions, and able to engage directly with non-technical members of the business to refine requirements without me having to be involved. I look forward to working with carbonx and Brooke on future 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, and beyond scope: The project was completed on schedule and budget. carbonx and Brooke identified efficiencies that enabled the migration and consolidation of additional business units not included in the original scope, delivering exceptional value.
Unified seven business units: All teams were successfully migrated onto a single, state-of-the-art platform, eliminating data silos and enabling a consistent, coordinated voice across the organisation.
89 business users
1.7M customer contacts
150+ journeys
Hundreds of content items (email and SMS), automations, and cloud pages
A collaborative partnership: carbonx and Brooke built a strong rapport with both business and technical leaders, ensuring the complex migration was smooth, transparent, and highly collaborative.