Case Study: Telstra achieves 22% faster service activation and greater operational visibility with Genesys Enterprise Workload Management

Telstra Optimises Employee Engagement to Better Handle Customer Service Requests

Telstra, Australia’s largest telecommunications and information services company, needed a cost‑effective way to manage back‑office “exception” jobs that fell outside automated OSS/BSS processing. With about 1,000 staff handling thousands of daily service requests, manual allocation, inconsistent skill matching and limited process visibility created backlogs, compliance risks and missed service targets.

After a business review and six‑week pilot, Telstra deployed Genesys Enterprise Workload Management to automate and prioritize task distribution across existing systems and give managers real‑time visibility. The solution cut average job time by 5–6 minutes (from 9.2), delivered a 44% KPI improvement, improved service activation/provisioning by 22% in the pilot, and freed roughly 20 FTEs for other work.

Telstra

Keven Allan

General Manager, Customer Connect