Transforming The Customer Service Experience
Enhance Omni-Channel Customer Experience
As competition grows in the Canadian mobile market, Telus was looking for a way to enhance their customer service experience across multiple channels and devices while reducing their operational costs through a self-service strategy.
Fragmented Experience and Old Technology
In order to make this strategy work, we needed to work with Telus to fix their fragmented web presence and update older technology while managing conflicting goals between departments and stakeholders.
Before TechBlocks, they attempted to build a self-service strategy on their own, but ran in to some obstacles.
Failure to understand their evolving business needs and did not take an agile approach to capturing requirements
Focused too much on technology implementation instead of the customer experience and needs of the business
Spent time writing long, confusing reports rather than using visually rich and easy-to-read graphical representations
Lacked end-to-end vision and focused solely on building the strategy, while ignoring practical challenges in implementation and rollout stages
A Digital Transformation Plan For Customer Self-Service
Telus leveraged TechBlocks to help them clearly define a successful end-to-end web self-serve strategy. We brought in a team of consultants and designers for a six-week engagement to help them achieve their goals.
During this period, we acted as the business analysts and project managers coordinating different business groups and running workshops to bring stakeholders together to define cohesive goals and objectives.
Our team worked to engage different areas of their business, including customer service and product teams in storyboarding sessions with the goals of capturing requirements and working with technical teams to come up with feasible technical solutions.
Setting up project kick-off meetings to clearly define the plan of assessment in agreement with stakeholders from different business groups
Exploring and defining goals, objectives and benefits for each business group and aligning strategic interests towards the assessment sessions
Gaining buy-in from business groups with commitment to attend meetings and workshops; booked their calendars and took care of all logistics in advance
Providing a comprehensive explanation of the assessment process, its deliverables and post-assessment next steps to increase comfort levels with stakeholders
Based on market research and available customer research data, defining user personas and creating user scenarios throughout the self-service site
Conducting sessions to walk business groups through the typical user journey and made adjustments per their feedback
Conducting interviews and meetings with independent service providers and vendors to map out third-party application integration details
Mapping out features on the self-service roadmap to site map in order to define specific functionalities
Writing detailed user stories and validation criteria that could be directly used for the development phase which significantly accelerated the timeline and decreased costs.
Delivering an end-to-end roadmap from strategy to implementation which clearly defined goals, timelines, deliverables, phases and cost
Conducting workshops with business groups for story boarding and defining requirements
In the end, TechBlocks was able to provide Telus with a well-defined roadmap for their self-service strategy that was aligned with the strategic needs of business groups and stakeholders. Most importantly, it guided them on a customer-centric approach. All of this was achieved in a fraction of the time and price that they had originally budgeted, making them an extremely happy client. The clearly defined solution architecture, deliverables, timelines and cost helped them to see the bigger picture and gain the confidence they needed to move forward to the next stage of implementing their customer-centric strategy.