Case Study: Telstra reclaims 10 million minutes and accelerates field response with Microsoft Power Apps

Telstra citizen developers automate processes with Power Apps in Microsoft Teams, giving millions of minutes back to the business

Telstra, Australia’s largest telecommunications company, needed to simplify operations for thousands of field technicians, break down siloed processes across Global Business Services, and accelerate response during crises (bushfires, floods, COVID‑19). To enable frontline innovation and faster workflows, Telstra adopted Microsoft Power Apps together with Microsoft Teams, Power Automate and Power BI to empower “citizen developers” to build practical apps.

Using Microsoft Power Apps, Telstra’s Field Digitalization Team created Technician Plus in Teams, developing more than 77 apps (including reusable Fire/Flood Inspection apps, safety screening and revenue tools) that thousands of technicians access on mobile devices. The effort returned 10 million minutes to the business, generated substantial financial benefits, produced over 1,000 loyalty sign-ups per week, and delivered rapid innovation via the Power Factory (11 solutions in three months), all driven by Microsoft Power Apps.

Telstra

Teiqua Ireland

Reporting Delivery Lead, Global Business Services