Transforming Customer Service Moves at Telstra

Telstra, the leading CSP in Australia, delivered a huge positive swing in NPS using Pega to manage customer service episodes from end-to-end using case management. This interview with Frank Ferguson, Senior Business Analyst at Telstra, highlights their tremendous success, including:

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


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