About the client

The Los Angeles County Metropolitan Transportation Authority (LA Metro) keeps Los Angeles County moving, connecting people to jobs, schools, healthcare, housing, and opportunity across a region of more than 10 million residents. In a county defined by distance, traffic, and diverse rider needs, Metro’s buses, rail lines, and regional programs support daily travel across one of the largest public transportation systems in the United States.

Challenge

Metro’s TAP program sits at the center of that mobility ecosystem. It supports fare payment and customer services across 27 transit agencies, while TAPforce manages critical customer accounts, fare programs, partner interactions, and operational workflows. The platform had served Metro well, but its Salesforce Classic foundation made it harder to evolve at the pace riders and employees needed.

Metro was also preparing for a more digital, connected rider journey. Customers expected easier account management, contactless payment options, and smoother connections between transit services. Metro needed to modernize while continuing to support more than 2 million customer accounts and approximately 1 million TAP transactions per day.

Solution

XCentium partnered with Metro to make the move from Salesforce Classic to Lightning a broader modernization program, not just a new interface.

Through stakeholder workshops and architecture review, XCentium mapped the TAPforce ecosystem: fare programs, customer service operations, partner portals, workflows, reporting, automation, integrations, and security controls. The team documented current-state processes and identified practical ways to improve both the employee experience and the rider-facing service model.

XCentium then delivered a phased Lightning modernization strategy, including migration planning, integration analysis, system documentation, user training considerations, and a roadmap for future enhancements. The work gave Metro clearer platform governance and a more maintainable path forward for regional-scale operations.

At the same time, XCentium helped define the architecture needed for connected customer accounts, digital fare services, contactless payment experiences, and integration with external fare and payment systems.

Outcomes

The engagement gave Metro a stronger, more transparent foundation for TAPforce, one that can support the scale and complexity of regional transit while preparing the platform for the next generation of rider services.

With the modernization roadmap in place, Metro is better positioned to deliver simpler digital account management, more connected fare and payment experiences, and streamlined customer interactions across its transit ecosystem.

Technology

• Salesforce Lightning Experience
• Salesforce Sales Cloud
• Salesforce Experience Cloud
• Salesforce Agentforce
• Salesforce Einstein Bots