Transforming Customer Service Moves at Telstra

Transforming Customer Service Moves at Telstra

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.

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

"Now we can see everything at any point in time, in real-time and our customer advocacy has improved by 180%."

Frank Ferguson, Senior Business Analyst, Telstra

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

Customer Centricity

Customer Centricity

See how Telstra transformed the customer experience through process excellence.

Transforming the Journey

Transforming the Journey

See how EE is leveraging big data to truly personalize the customer experience.