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Los Angeles County Metropolitan Transportation Authority Modernizes Regional Travel with Unified Payment System Powered by Salesforce

TAPforce, built on the Salesforce Platform in partnership with Publicis.Sapient, will allow customers and vendors to manage their public transit accounts easily from one digital hub

SAN FRANCISCO—November 28, 2018—Salesforce (NYSE:CRM), the global leader of CRM, today announced that the Los Angeles County Metropolitan Transportation Authority (Metro) is transforming how people pay for travel throughout the region with a new solution called TAPforce. The idea for the innovative hybrid system was originated by Invoke Technologies and architected, implemented and launched on the Salesforce Platform by Publicis.Sapient. TAPforce adds a cloud-based layer to the existing TAP Card System and enables one centralized place for program signup and TAP payment spanning several new programs, beginning with Metro Bike Share.

L.A. Metro, the agency that operates the TAP smart card system on behalf of 27 agencies, wanted to improve payment options for its smart card system, which is used in 99 rail stations and on 3,800 buses in Los Angeles County. Rather than spending half a billion dollars building a completely new system, L.A. Metro took a hybrid approach by layering existing infrastructure with Salesforce, providing the modern connections that today’s transit customers expect at a fraction of the cost. The agency partnered with Publicis.Sapient to replace its CRM system with Salesforce Service Cloud, Marketing Cloud and Community Cloud, creating TAPforce, which allows customers to view ride history, add funds to their TAP cards or TAP accounts, order new cards,and sign up for new programs from a single digital hub. It also empowers vendors to order new cards and report issues easily.

TAPforce allows new payment solutions such as PayPal, and includes a “Pay Near Me” feature that allows customers to load their TAP accounts with cash at nearby retailers such as CVS and 7-11. In addition to offering new payment options, the new solution will enable L.A. Metro to quickly incentivize customers with promo codes and discounts that can be conveniently shared across programs. In 2019, L.A. Metro will launch the new TAP mobile app, TAP rewards and more payment options such as Apple Pay and Android Pay.

The TAPforce solution acts as a one-stop shop for payment and program sign-ups for multiple account-based transportation options in Los Angeles. Metro Bike Share is the first program to integrate with TAPforce, enabling customers to sync their bike share account with their TAP account. This integration opens doors for consolidation of other transportation options—L.A. Metro plans to connect payments for scooter sharing, parking, electric vehicle charging, micro transit, toll lanes, ride-hailing and other account-based programs through TAPforce in 2019.

“TAP is revolutionizing transportation services in Los Angeles by using Salesforce to build a new hybrid payment system that complements and expands existing transit, enables new options for moving people off our crowded freeways and is also easy on our taxpayers’ wallets,” said Robin O’Hara, Executive Officer, L.A. Metro. “While many major cities are still talking about building these sophisticated systems, L.A. has actually begun. Enabling Metro Bike Share customers to pay with their TAP accounts, in addition to future payment connection plans with other transit programs, is paving the way for smarter transportation—and smarter cities.”

“Legacy systems are not built to meet the demands of the modern consumer who wants personalized experiences,” said Chad Kaltenstein, Director, Professional Services, Publicis.Sapient. “Our deep Salesforce knowledge allows us to create innovative solutions for our clients that help them deliver enhanced customer experiences.”

“As the world becomes more connected, cities, counties, regions and their underlying infrastructure needs to innovate if they are to stay relevant and impactful,” said Dave Rey, EVP of North America Public Sector, Salesforce. “With Salesforce, L.A. Metro is transforming the way people of Los Angeles engage with public transportation by providing them with a modern, personalized way to pay for travel.”

About Metro

The Los Angeles County Metropolitan Transportation Authority (Metro) is unique among the nation’s transportation agencies. Created in 1993, Metro is a multimodal transportation agency that transports about 1.3 million passengers daily on a fleet of 2,200 clean air buses and six rail lines. The agency also oversees bus, rail, highway and other mobility-related building projects and leads transportation planning and programming for Los Angeles County.

About Publicis.Sapient

Publicis.Sapient, the digital business transformation hub of Publicis Groupe, helps clients drive growth and efficiency and evolve the ways they work, in a world where consumer behavior and technology are catalyzing social and commercial change at an unprecedented pace. With 16,000 people and 60+ offices around the globe, our expertise spanning technology, data sciences, consulting and creative combined with our culture of innovation enables us to deliver on complex transformation initiatives that accelerate our clients’ businesses through creating the products and services their customers expect. For more information, visit

About Salesforce

Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit:

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