Telstra: hello to knowledge

The Client

Telstra

Telstra is Australia's leading telecommunications and information services company, with one of the best-known brands in the country. It offers a full range of services, and competes in all telecommunications markets throughout Australia, providing more than 10.3 million Australian fixed line and more than 6.5 million mobile services.

Project Deployment Summary:

The e-Business Solution for Telstra needed to provide a customer-centric Internet application to report on usage and billing. Corporations were either receiving mountains of paper reports or CD's with fixed information from the incumbent Telco, both of which were out of date as soon as they were produced, and rarely matched paper bills.

Telstra chose this solution for their Tracker application to provide summary level and drill down information. Call centers can view call plans and traffic information, finance departments can see call plans and cost data.

Standard reports on 0800 calls include summaries by campaign, geography, peaks and termination points. It gives users the ability to view accurate real-time information whenever and however they wish.

The Challenges

• Functionalities such as customizable navigation bar & personalized pages for employees. Search facilities & integration with company’s existing systems & website.
• The ability to extract XML data streams and downloads to Excel and other applications.
• Maintaining uniform format for web, print & pdf.
  

Business Benefits, Technical Differentiators

Users can manage their business more efficiently with real time decisions based on detailed and personalized views of data.
Internet delivery means customers do not have any software to maintain, and do not require any training.
Web based delivery provides the added value that differentiates Telstra from competitors’ offerings.
Decreased printing, postage and payment processing costs.
Reduced call center volumes and customer service costs.
Improved customer service, retention and loyalty.
Faster time-to-market and ROI.
It is the most feature-rich electronic bill presentment and payment solution available and enables comprehensive self-service capabilities.
Telstra has dramatically improved customer service and satisfaction since deployment of this solution. They are now able to provide one consolidated view of their customers and have decreased customer processing from 30+ days to 14 days.