Case Study: Telstra achieves unified field-to-office collaboration and faster customer service with Microsoft Power BI

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

Telstra, Australia’s largest telecommunications provider, needed to simplify operations, break down data silos, and give field and office workers a single, mobile source of truth to improve customer experience and reduce costs. To do this it adopted Microsoft 365 E3, Microsoft Intune, Microsoft Teams, Power Apps and Microsoft Power BI to modernize tools for its 10,000+ employees and digitize front-line workflows.

Telstra embedded role-specific Power Apps (like TIDE and Sherloc) and Microsoft Power BI reporting into Teams, managed via Intune, and organized work into some 120 Teams groups and two master apps (Team Leader Plus and Technician Plus). The Microsoft Power BI-enabled solution drove rapid adoption (more than half of field technicians signed in on day one), spawned roughly 20 employee-built apps, enabled live video troubleshooting that sped damage assessments, and produced faster, geo-tagged damage reports that helped protect revenue—delivering clear gains in collaboration, response time, and operational visibility.

Telstra

Richard French

Principal for Field Digitization