Transforming field service operations to increase customer lifetime value and drive down cost to serve

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.

Personalized customer experiences and seamless support hand-off through fully digitalized, automated experiences

TELUS enlisted ContactEngine to form an essential part of their strategic digital ecosystem to enable a seamless digital experience for customers from order through to installation. ContactEngine has integrated with TELUS’ enterprise call routing and marketing management platforms, filling the missing gap around TELUS’s outbound communications and makes sure that those customer conversations are contextual and not just one-way communications.

ContactEngine’s dynamic conversational capabilities, coupled with the ability to integrate with TELUS’s enterprise systems, allows TELUS to curate personalized customer experiences and seamless support hand-off when customers require supplemental assistance. It also allows TELUS to provide fully digitalized, automated experiences which support the business in driving down cost to serve, but also improving the customer experience.

Increased field operation completions and prevention of unnecessary truck rolls and contact-center interactions

Since integrating ContactEngine into their field service operations, TELUS have substantially increased field operation completion rates, reduced unnecessary truck rolls, and prevented unnecessary inbound contact-center interactions. In turn, this has helped reduce customer churn and increase the TELUS customer lifetime value. Highlights include:

• 5% truck roll reduction
• 3% call center interaction reduction
• 45% reduction in incomplete jobs