To increase the value proposition to customers while driving down cost to serve
TELUS is a world-leading communications and information technology company with over 15 million customer connections spanning wireless, data, IP, voice, television, entertainment, video and security. They conduct around 1.5 million service delivery and assurance visits annually for consumer and small business customers.
As the telco industry becomes more competitive, TELUS’s main goal and challenge is to stay at the forefront of innovation in digital transformation in order to increase their value proposition to customers and drive down cost to serve.
One of the biggest opportunities for TELUS to achieve this goal is by optimizing their field service delivery and proactive assurance journeys. TELUS wanted to make it easier for their customers to interact with them and to procure and use their services, without the necessary need for human intervention.