Case Study: TELUS achieves faster call servicing and $2.5M in savings with OpenText Knowledge Discovery

Canadian telecommunications company shrinks call-servicing time for fast, search-box access to 6 million service addresses with OpenText™ IDOL™

TELUS, a Canadian telecommunications company, needed to speed up its Wireline service-address lookup process. Agents were using a complex full-screen form to search more than 5.6 million service addresses, which led to slow response times, error-prone data entry, and delays for customers waiting to confirm service availability. TELUS turned to OpenText Knowledge Discovery to improve the experience and reduce servicing time.

OpenText implemented OpenText Knowledge Discovery and OpenText File Content Extraction, replacing the old form with a simple one-line search box. Agents could retrieve addresses in 7–10 keystrokes, with automatic likely-match suggestions and no training required. The result was faster address qualification, improved efficiency, and a four-year savings of more than $2.5 million from lower fallout time, fewer calls, and reduced average handle time.

Telus