IBM > Case Studies > Transforming the B2B client experience with leading tools that simplify complex systems environments

Transforming the B2B client experience with leading tools that simplify complex systems environments

Customer Company Size

Large Corporate

Region

America

Country

Canada

Product

IBM® Sterling Configure, Price, Quote Services
IBM Global Business Services®
Salesforce

Tech Stack

IBM Sterling Commerce
Salesforce CRM

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing
Business Operation

Services

Cloud Planning, Design & Implementation Services
System Integration

About The Customer

Founded in 1990 and headquartered in Vancouver, Canada, TELUS is the country’s fastest-growing national telecommunications company. With roots going back to 1904, the company today provides a comprehensive range of services including wireless, data, voice and television. TELUS employs 43,400 people, generates annual revenues of approximately CAD12 billion, and manages 13.7 million customer connections. The company's top priority is to maximize customers’ “likelihood to recommend”, and it sees the contact center as an essential part of the customer experience.

The Challenge

TELUS, a leading communications provider in Canada, was facing a challenge in delivering high-quality customer experiences due to its fragmented systems environment. The company relied on multiple systems to manage its contact center processes, which made it difficult for its team members to quickly identify and act on individual customer requirements. This was affecting the company's ability to drive higher satisfaction and encourage advocacy. TELUS wanted to offer its support teams a complete view of the customer, including their previous interactions across all channels, open orders, and support tickets.

The Solution

TELUS engaged expert consultants from IBM Global Business Services to help deliver a fresh approach to its contact center processes. The company decided to integrate its ordering process from end to end, supported by Salesforce and IBM® Sterling Commerce® solutions. The IBM and TELUS teams integrated data from multiple back-end systems with the Salesforce customer relationship management solution. The new Salesforce interface enables the contact center to access the information they need to satisfy the majority of in-bound customer requests without time-consuming switching between applications. TELUS also integrates data on customer account information from the Salesforce platform with product options from IBM Sterling Configure, Price, Quote software. This insight empowers contact center teams to suggest tailored packages of products, promotions and services without disrupting the customer journey.

Operational Impact

TELUS is achieving its goal of delivering seamless, high-quality services from the contact center.
By retiring 18 systems from front-office use, the company can simplify both the agent and client experience.
The IBM and Salesforce solutions are helping TELUS to obtain a single view of every customer, enabling it to deliver the kinds of personalized services that drive revenues and nurture loyalty.

Quantitative Benefit