Case Study: Telstra achieves simpler field operations and better collaboration with Microsoft Corporation’s Teams and Power Platform

Telstra brings firstline and office workers together with the Microsoft Power Platform and Teams

Telstra, Australia’s leading telecommunications company, needed to modernize how its field and office workers collaborated as it worked to simplify operations, improve customer experience, and reduce costs. Its technicians were relying on spreadsheets, paper documents, websites, and slow email-based support, leaving them without a unified, mobile source of truth. Telstra turned to Microsoft Corporation products including Microsoft Teams and the Microsoft Power Platform, along with Microsoft 365 E3, Power Apps, Power BI, and Intune.

Microsoft Corporation helped Telstra build role-specific apps and collaboration workflows that brought field teams, leaders, and office experts into one environment. Apps like TIDE, Team Leader Plus, Technician Plus, and Sherloc were embedded in Teams, while Power BI reporting and Intune-managed devices supported secure, on-the-go work. The impact was immediate: more than half of field technicians signed in on day one, communication improved, management layers were reduced, and Telstra sped up issue resolution, damages reporting, and customer service.

Telstra

Richard French

Principal for Field Digitization