Case Study: Telstra achieves 70% faster B2B provisioning (80 to 8 days) with Pegasystems' B2B Order Management Solution

Telstra Complex B2B Provisioning in 8 Instead of 80 Days

Telstra, Australia’s leading communications provider, faced a bottleneck in its B2B IP service provisioning: highly complex order-to-activate processes for enterprise IP telephony were taking up to 70–80 days to fulfill. Rapid growth in IP demand strained teams and hand-offs, leaving Telstra unable to deliver competitive new IP-based solutions or meet customer expectations.

Using Pega’s B2B Order Management solution, Telstra simplified and streamlined end-to-end processes—removing manual tasks, consolidating teams, clarifying roles, and defining KPIs. The result was a roughly 70% reduction in cycle time (bringing provisioning down to about 8–9 days), improved visibility and management of complex orders, faster speed to market with three-week improvement releases, and greater flexibility to respond to customer and market changes.

Telstra

Peter McDonald

General Manager Process Excellence