Case Study

Telstra

We established best practices for CRM at Telstra.

At a Glance

Through Advisory and Implementation services, Simplus helped Telstra reach and engage with customers in a modern way.

Services Provided

Advisory Services, Implementation Services

The Challenge

Telstra Challenge

Telstra Belong, a subsidiary of Telstra, was established to service a specific market segment for fixed-line and mobile broadband. The subsidiary originally established a Salesforce platform. However, business processes were misaligned across product sets, and best practice was not followed in the original implementation of Salesforce.

A program of work was initiated to realign business process and refactor the Salesforce platform to technical best practice.

Telstra Challenge

About Telstra

Telstra is an Australian telecommunications and media company which builds and operates telecommunications networks and markets voice, mobile, Internet access, pay television, and other entertainment products and services. Telstra is Australia’s largest telecommunications company and has a number of legacy systems. They’re seeking to invest in their technology platforms to improve on customer insights and interactions.

Headquarters: Melbourne, Australia
Industry: Media & Communications Services
Website:  www.telstra.com.au

The Outcome

Telstra-Outcome

Solution Highlights

  • Strategic CRM advisory to align business process across business units and product utilizing Salesforce Service Cloud
  • A blueprint phase that provided to-be business process, high-level solution architect, proof of concept, and establishment of a product backlog
  • Agile implementation of Salesforce and Marketing Cloud aligned to best practice
  • Ongoing technical support of the established platform
  • Telstra Belong has subsequently improved the standardization of processes within the business, leading to a best-practice customer engagement approach regardless of product
  • The Salesforce platform has a high level of adoption amongst the user group and provides a platform that can flex according to business requirements quickly