Case Study: TELUS achieves rapid 5G rollout to 10M+ subscribers with Appian

Delivering 5G Technology to More Than 10 Million Subscribers with Appian

TELUS, a Vancouver-based telecommunications provider with more than 17 million customers and 107,000 employees, needed to rapidly scale its operations to support a nationwide 5G rollout—during the pandemic—while handling a tenfold increase in billing, order management, credit management, and customer support activity. Its 11 legacy and external systems couldn’t meet spikes in demand or provide the real-time decisioning, flexibility, and 10x efficiency TELUS required.

In 12 weeks TELUS and Appian built Maestro, a cloud-based, low-code BPM and workflow platform that uses AI, APIs and RPA to integrate legacy systems, orchestrate people/processes/bots, and deliver tools 10 times faster. Maestro consolidated 11 systems, routes roughly 10,000 business activities, unified operations, streamlined processes, improved service quality, and helped accelerate 5G deployment to more than 10 million subscribers.

Telus

Moutie Wali

Director of Technology Steategy