Today, TELUS is achieving its goal of delivering seamless, high-quality services from the contact center
The company has simplified both the agent and client experience, retiring 18 systems from front-office use.
By integrating processes with the IBM and Salesforce solutions, TELUS has reduced the amount of time its team members need to deliver an outstanding service to customers.
Rather than manually entering order data across multiple separate systems, information only needs to be input once. And because we have built a standardized process for order capture, the risk of erroneous data entering the system has been reduced—ensuring that more orders are processed correctly the first time around and reducing the average number of calls per customer by 19 percent.
This solution has also helped TELUS to obtain a single view of every customer, enabling it to deliver the kinds of personalized services that drive revenues and nurture loyalty.
The IBM and Salesforce solutions helped contact center teams to rapidly assimilate the information they need to sell to or serve their client. Because the data agents see has been simplified, they are free to spend valuable time with their client, understanding their issues and their business. The result is a both a better client experience and an increase in the volume of integrated solutions sold.
The crucial test of this new approach is how likely TELUS customers are to recommend services to one of their peers. Since rolling out the IBM and Salesforce solutions, TELUS has increased likelihood to recommend by 10 percent.
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