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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.

The Solution:

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.

The Results:

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.

Additional results:

  • Process improvement releases every three weeks
  • More flexibility to meet changing customer needs
  • 70% reduction in order to activation time
  • Improved customer retention

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