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Transforming the B2B client experience with leading tools that simplify complex systems environments
Technology Category
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Telecommunications
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- Cloud Planning, Design & Implementation Services
- System Integration
The Challenge
TELUS, a leading communications provider in Canada, was facing a challenge in delivering high-quality customer experiences due to its fragmented systems environment. The company relied on multiple systems to manage its contact center processes, which made it difficult for its team members to quickly identify and act on individual customer requirements. This was affecting the company's ability to drive higher satisfaction and encourage advocacy. TELUS wanted to offer its support teams a complete view of the customer, including their previous interactions across all channels, open orders, and support tickets.
About The Customer
Founded in 1990 and headquartered in Vancouver, Canada, TELUS is the country’s fastest-growing national telecommunications company. With roots going back to 1904, the company today provides a comprehensive range of services including wireless, data, voice and television. TELUS employs 43,400 people, generates annual revenues of approximately CAD12 billion, and manages 13.7 million customer connections. The company's top priority is to maximize customers’ “likelihood to recommend”, and it sees the contact center as an essential part of the customer experience.
The Solution
TELUS engaged expert consultants from IBM Global Business Services to help deliver a fresh approach to its contact center processes. The company decided to integrate its ordering process from end to end, supported by Salesforce and IBM® Sterling Commerce® solutions. The IBM and TELUS teams integrated data from multiple back-end systems with the Salesforce customer relationship management solution. The new Salesforce interface enables the contact center to access the information they need to satisfy the majority of in-bound customer requests without time-consuming switching between applications. TELUS also integrates data on customer account information from the Salesforce platform with product options from IBM Sterling Configure, Price, Quote software. This insight empowers contact center teams to suggest tailored packages of products, promotions and services without disrupting the customer journey.
Operational Impact
Quantitative Benefit
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