TELUS
Brief: Develop a 3-year Client Experience strategy to enable TELUS to become the leading technology and communications provider to Small Businesses across Canada.
Issues: Significantly raise the bar on the current client experience delivered to TELUS’ one million plus business clients: based on a clear understanding of their needs, identification of key delivery gaps, and the creation of new innovative strategies and tactics to transform the current experience; acquire new business clients and build loyalty with existing clients.
Strategy: A creative Client Experience Strategy, Value Proposition and new service delivery model was created for TELUS: harnessing the ‘best of the best’ innovations from leading SMB service providers globally, and centered squarely on SMB customer needs. We crystallized TELUS’ target markets, and created compelling Value Propositions and service delivery supports for target Enterprise and SMB clients. A new channel strategy and B2B sales and marketing model was developed, leap-frogging TELUS clearly ahead of its competition. Service delivery recommendations combined with a practical Implementation Plan that allowed TELUS to prioritize investments and transform its business.
Results: The Client Experience Strategy was fully approved supported by TELUS Executive. Our client made significant investments and business changes to support the strategy. For example, a new team dedicated to improving core aspects of the Client Experience enabled the company to achieve ‘green lights’ on key service metrics, and increase customer satisfaction. The strategy continues to frame on-going marketing, sales and service delivery innovation for business clients served across Canada.