Telstra Transformed the Customer Experience Through Process Excellence
The Business Issue:
Telstra, Australia's leading communications services provider, wanted to improve the customer experience and identified process excellence as a critical driver in this area.
Telstra implemented Pega B2B Order Management Solution to simplify and streamline the extremely complex business process of provisioning IP services for enterprise customers - and it began reducing order cycle time almost immediately.
Telstra now has a single, centralized view of a customer, operational visibility of the entire process, and dramatically reduced the time to provide a service to a business to business transaction from up to 70 days to 8-9 days.
- Process improvement releases every three weeks
- More flexibility to meet changing customer needs
- 70% reduction in order to activation time
- Improved customer retention