30

point increase in customer advocacy for broadband customers within 30 days

13

point increase in NPS for in-store plug-and-play purchases

50%

fewer modem returns year-on-year

Overview

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.’

Fast facts

Industry
Technology & telecom
Category
Customer experience
Use cases
Customer experience
Product innovation
Concept testing
Employee co-creation
Agile product development
Key benefits
Authentic customer understanding
Agile insight
Stakeholder alignment
Customer-led innovation
Outpacing competition

Business challenge

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.

Solution

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.

30

point increase in customer advocacy for broadband customers within 30 days

13

point increase in NPS for in-store plug-and-play purchases

50%

fewer modem returns year-on-year

Learn how other companies are using Vision Critical's customer intelligence platform