Case Study: TELUS drives self-service customer insights with KnowledgeHound

Telus - Customer Case Study

TELUS, the telecom company known for “the future is friendly,” needed a better way to broadcast the voice of the customer across its large organization. The Insights Team wanted a secure, user-friendly self-service solution that would let stakeholders explore respondent-level data, slice and dice findings without altering them, and access research in a way that fit a market research workflow. TELUS chose KnowledgeHound to meet those needs.

KnowledgeHound provided TELUS with a self-service insights platform that aggregates respondent-level data and layers search and visualization on top, enabling employees to quickly find answers and generate new insights. As a result, the Insights Team spends less time pulling data and more time on strategic work, while the broader organization gains easier access to customer information. Measurable impact includes 500+ registered users, a 43% repeat rate among active users, and 150+ average monthly searches, showing strong adoption of KnowledgeHound across TELUS.

Telus

Shannan Davis

Customer Insights Manager