Case Study

Telstra: Complex B2B provisioning in 8 instead of 80 days

"We've got to get the basics right but the 'wows' are things like going from 70 or 80 days to provide a service for a B2B transaction and getting it down to 8 or 9 days."

The Business Issue

The extremely complex business process of provisioning IP services for enterprise customers was in many cases taking up to 70 days for Telstra to fulfill IP telephony orders. Growth in IP product demand was putting significant stress on the company’s order-to-activate processes, and Telstra was unable to keep up with competitive new IP-based solutions.

The Solution

Today, Pega is helping Telstra simplify and streamline processes of delivering IP services for its enterprise customers. With the Pega solution, time-consuming tasks have been simplified or eliminated; teams have been consolidated to reduce hand-offs; roles and responsibilities across the service chain have been clarified; and key KPI’s have been defined.

The Results

Telstra, Australia’s leading communications service provider, transformed the customer experience through process excellence. Telstra has reduced its cycle time by 70% and is meeting the heightened expectations of its most demanding clients. Using Pega’s B2B Order Management Solution Telstra now has:

  • End-to-end visibility and management of highly specialized and complex enterprise orders
  • Faster speed to market with process improvement releases every three weeks
  • Greater flexibility to respond to changing market conditions and customer needs

Related Resources

  • Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.

  • Pega’s B2B Customer Lifecycle Suite includes sales, CPQ, fulfillment, and customer service.

  • Explore a five-step approach that helps CSPs transform intop agile DSPs.

  • Pega Fulfillment Control Center makes it simple to orchestrate and automate orders for digital services all in a unique omni-channel approach.

Pega Fulfillment Control Center

Automate operations and improve the order to cash experience.
Learn more


  • Industry: Communications Service Providers
  • Product Area: Operations
  • Challenge: Customer Service
  • Challenge: Operational Excellence