Telstra push digital agenda into customers, pledges to push everything online
“We will be looking at every Telstra product and service to see if there is a way we can provide this through digital channels as well as in-store or over the phone.”
Speaking at the Australia Israel Chamber of Commerce today, Telstra CEO David Thodey revealed the telco was accelerating its move to become a ‘Digital First’ company, extending its digital agenda beyond sales, service and marketing to all parts of the business.
Digital First, will deliver major customer improvements, giving greater control over accounts, services, technical appointments and product features, and extensively change the way it interacts with customers, he said.
The telco plans major investments in new digital technology over the next three years.
“We are challenging the way we do things to make life simpler and more convenient for our customers, giving them greater control in managing their telecommunications needs whether that be through our Telstra stores, contact centers or digitally.”
This month, a new technical support model will be rolled out: ADSL broadband and mobile customers will be sent a code with their modem/mobile device which will provide information to users.
Telstra also has initiatives planned to better automate job allocation and integrated mapping to get technicians to jobs quicker, keeping customers updated on estimated arrival time.
Telstra.com is now its single biggest contact channel. Over six million unique visitors each month with users logging on to MyAccount service and offering 24/7 Live Chat options.
Close to 50 per cent of Telstra service transactions are now managed online, up from 26% in 2011, and the Telstra 24×7 App has been downloaded more than 3.5 million times.
Telstra is establishing Digital Transformation Centres in Sydney and Melbourne employing technologists and business experts in support of the digital strategy.
“We have listened to our customers and know many of them want the convenience of dealing with us on their terms in their own time. Improving and simplifying our online relationship with them will help to deliver this,” Thodey said.