Telstra: Transforming customer service moves

The Business Issue

Telstra, the leading CSP in Australia, was unable to view a customer move case at any point in time without a lot of manual effort. Most move requests involved multiple internal orders, some of which resulted in error conditions forcing the process back to the beginning, delaying the move and infuriating customers.

The Solution

Telstra has delivered a huge positive swing in customer advocacy using Pega to manage customer service episodes from end-to-end using case management.

The Results

• Implementation completed in 90 days
• Reduced courtesy credits by 38%
• Reduced complaints by more than 30%
• Improved customer service advocacy 180%