Telstra Process Optimization
Business Process Operations
Technology & Engineering
Telstra is Australia’s leading telecommunications and technology company, offering a full range of communications services. This extends to 17.7 million retail mobile services, 4.9 million retail fixed-voice services, and 3.6 million retail fixed-broadband services.
Telstra was struggling with tedious manual tasks, high operating costs, low digital touch for end users, and broken processes. They engaged our team to digitally transform their operations, improve performance, and reduce human effort.
Redesign work flows with integrated digital solutions to reduce customer and agency effort. Improve lead times, digital penetration, and Net Promoter Scores (NPS) while also reducing operating costs. Ultimately, improve customer satisfaction with Telstra’s services.
Telstra had multiple partners that added unnecessary complexity to their operations and who were not performing to expectations. Our team needed to outperform incumbent vendors and prove the value of our capabilities.