Case Study: Telstra achieves faster, simpler customer engagement with Salesforce

Telstra counters disruption with bold transformation

Telstra, Australia’s largest communications company, was facing major disruption in the telecom industry and needed to simplify its products, remove customer pain points, and create fully digital experiences. Working with Salesforce, Telstra used Sales Cloud, Einstein Analytics, and Community Cloud to replace disconnected systems and give teams a better way to collaborate and serve customers and partners.

Salesforce implemented a unified customer platform that provided a 360-degree view of customers, improved real-time partner collaboration, and streamlined quoting and contracting from weeks to minutes. The results included equipping 4,000 sales and service reps, an 80-point increase in Salesforce user NPS within 12 months, and Telstra’s sales pipeline and sales reaching historic highs.

Telstra

Nevash Pillay

Global Partners Sales Executive