30point increase in customer advocacy for broadband customers within 30 days
13point increase in NPS for in-store plug-and-play purchases
50%fewer modem returns year-on-year
Telstra, the leading telecommunications company in Australia, leverage both their employee community, Catalyst, and customer community, My Telstra Experience, to shape and deliver ‘a brilliant connected future for everyone.’
With the release of the National Broadcast Network (nbn) in Australia Telstra needed to adapt to a new market landscape and provide competitive offers with Telstra-only value to nbn customers.
With the Catalyst employee community at hand, Telstra were able to marry user and behavioural data with insight gathered from the community, exploring product set up, speed and performance, notifications, and overall experience. With insight gathered within hours, Telstra were able to identify pain points and gather in-depth insight from specific user journeys for the prototype product: the Telstra Smart Modem.
When comparing to the baseline, for customers with the Telstra Smart Modem, Telstra has seen an average 15 point improvement in customer advocacy amongst new customers with a peak of 30 point improvement in the first 30 days of launch. Additionally, Telstra has seen 50 percent fewer modem returns and an 18 percent decrease in order cancellations year-on-year.
The Catalyst employee community provided a safe avenue to validate whether we were delivering a truly differentiated and innovative product to market – and its success has dramatically improved our CX measures.
GM Change and Incubation, Telstra
Catalyst’s ability to collect customer information in real time and provide a succinct synopsis of results allowed us to effectively implement change in a timely manner improving our customer experience at launch. We will continue to use Catalyst going forward in our customer trials as they are quick and effective in delivering the business results sought from our trials.
Product Owner for Telstra Smart Modem, Telstra
Whether through a quick survey or trial, Catalyst allows our employees to directly shape the experiences we create for our customers. Catalyst not only empowers our employees to add their voice, it also has been key in how we iteratively design and test our products and services.
Experience Designer & Catalyst Lead, Telstra
The customer trial phase is an essential part of product development and the Catalyst Community made it easy and effective. We were able to test a range of scenarios, receive timely feedback from our employee customers with whom we could engage directly to understand their experience in depth. Our whole project team was involved to optimise the end to end customer experience from purchase, set-up, use and problem resolution.
Product Manager - Telstra Smart Modem, Telstra