Case Study: Telstra achieves 180% improvement in customer service advocacy with Pegasystems (Pega)

Telstra Transforming Customer Service Moves

Telstra, Australia’s leading communications service provider, struggled to track customer move requests in real time. Moves involved multiple internal orders and frequent error conditions that forced processes to restart, creating delays, heavy manual effort and frustrated customers.

By implementing Pega case management to manage service episodes end-to-end, Telstra completed the rollout in 90 days and achieved strong results: courtesy credits fell 38%, complaints dropped by over 30%, and customer service advocacy improved by 180%.

Telstra

Frank Ferguson

Senior Business Analyst