Case Study: TELUS achieves a single view of the customer and improved service efficiency with Astadia

TELUS deployed Service Cloud for an optimal environment that would deliver an improved experience for both their Service Agents and the small-to-medium businesses they serve

TELUS, a leading Canadian telecommunications company, needed a more efficient way to support service agents and business customers. Its existing Salesforce environment was not optimized, forcing agents to use multiple systems, making it hard to create a single customer view and slowing training and service delivery. Astadia helped TELUS deploy Salesforce Service Cloud to address these issues.

Astadia implemented Service Cloud with CTI, case and entitlement management, a custom Visualforce interface, and integrations with Genesys, Canada Post, and TELUS internal web services. The result was a unified system with a full customer history for agents, helping TELUS manage 1 million cases in the first 10 months, reduce calls per customer by 4.9% in six months, cut client churn by 17%, and increase client satisfaction by 5%.

Telus