Case Study: TELUS boosts likelihood to recommend with IBM and Salesforce solutions

Transforming the B2B client experience with leading tools that simplify complex systems environments

TELUS, a leading Canadian telecommunications company, faced the challenge of a fragmented systems environment across its contact centers. With over 100 separate systems, delivering a seamless customer experience was difficult, hindering its top corporate priority of maximizing its customers' "likelihood to recommend." To address this, TELUS partnered with IBM to transform its B2B client experience.

IBM implemented a centralized platform using IBM Sterling Configure, Price, Quote software and IBM Global Business Services. This solution integrated customer data, processes, and systems for quoting, order management, and support. The result was a 10% boost in customer likelihood to recommend, a 19% reduction in the average number of calls per customer, and the retirement of 18 legacy systems, leading to faster and more effective service.

Telus

Brad Pruner

Director—CRM