Case Study: SaskTel achieves improved sales effectiveness and streamlined service delivery with Genesys

SaskTel improving sales effectiveness and service delivery

SaskTel, a Saskatchewan-based full‑service telecommunications provider serving 1.4 million customers with C$1.2B in revenue and over 4,000 employees, faced inefficiencies from a “super‑agent” model where sales staff handled sales through provisioning. This approach limited visibility into missed revenue and fulfillment issues, made scheduling difficult amid variable workloads, and risked missed delivery commitments and customer dissatisfaction.

By implementing Genesys Enterprise Workload Management integrated with CRM and legacy order systems, SaskTel separated front‑office sales from back‑office fulfillment, automated task prioritization, and routed work by skill, availability and delivery timing. The change freed agents to take more calls (saving ~30 seconds per call), increased back‑office productivity by 10%, reduced FTE staffing by 15%, improved first‑call handling and just‑in‑time fulfillment, and provided real‑time visibility for better scheduling and service consistency.

SaskTel

Stephen Blayone

Director, Consumer Sales, Sasktel