Case Study: TELUS achieves $1M in cost savings and churn reduction with InMoment

TELUS saves $1 million and boosts feedback 100% with InMoment

TELUS, a leading Canadian telecommunications company, faced challenges with a fragmented customer experience program characterized by escalating costs, long feedback collection timelines, and a lack of a unified customer view. These issues hindered their service recovery processes and limited their ability to reduce customer churn effectively. To address this, they partnered with the vendor InMoment to transform their approach.

By implementing InMoment's solutions, TELUS developed a highly effective Voice of the Customer (VoC) program. This provided real-time, omni-channel data access and a robust closed-loop process for service recovery. The solution from InMoment delivered significant results, including $1 million in direct cost savings, a 100% increase in feedback volume, and the identification of a $5 million churn reduction opportunity. Their closed-loop efforts successfully saved 1-in-3 at-risk customers.

Telus