Case Study: TELUS achieves faster customer sign-ups and higher retention with Salesforce Door to Door App

TELUS signs up more customers in less time with Salesforce

TELUS, a major Canadian telecommunications provider, struggled with slow and paper-based door-to-door onboarding: new customer installs could take up to 10 days to schedule, sales teams had limited visibility into existing subscriptions, and agents sometimes made unwanted repeat visits. The challenge was to speed up processing, improve customer insight and modernize field operations without a massive overhaul.

TELUS rolled out the Salesforce Door to Door App (Sales Cloud on the Salesforce Platform) to enable on‑the‑spot digital contracts, centralized customer records across Western Canada, and real‑time agent communication via Chatter. The result: onboarding time dropped from days to hours, subscriptions rose while cancellations fell, and TELUS gained more targeted sales, lower printing costs and a smaller environmental footprint.

Telus

Navin Arora

SVP of Business Customer Experience