Case Study

Telstra: Transforming customer service moves

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

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.

The Results

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

Related Resources

  • Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.

  • Learn how TalkTalk deployed Pega Customer Service for Communications.

  • Watch how Pega’s customer lifecycle suite is helping CSPs reinvent the customer experience.

  • A five-part integrated approach to prepare telco operators for the new, emerging players.

Pega Customer Service for Communications

Optimize costs and improve customer experience by guiding from end-to-end, across channels.
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Tags

  • Industry: Communications Service Providers
  • Product Area: Customer Service
  • Challenge: Customer Service
  • Challenge: Operational Excellence