Transforming Customer Service Moves at Telstra

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.

"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

The Results

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

The Business Issue

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.

"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