Case Study: Telus achieves faster ticket responses with PelicanCorp TicketAccess

PelicanCorp future proofs Telus via automation innovation

Telus, Canada’s third-largest telecommunications provider, needed a faster and more efficient way to handle high volumes of “Before You Dig” inquiries, particularly low-priority Planning and Design tickets that were taking too long to process manually. PelicanCorp’s TicketAccess cloud-hosted, fully managed service was selected to automate ticket screening and response.

PelicanCorp implemented a phased automation solution with Telus, starting with Planning and Design inquiries. TicketAccess now sends near-instant response emails and information packs, reducing manual effort, freeing staff for other roles, and helping Telus provide information in minutes instead of weeks, with Stage 2 now being explored for broader use across damage prevention processes.

Telus

Terrill Slobodan

Resource Manager