Transforming the Customer Service Experiences for a Mobility Operator
Enhance Omni-Channel Customer Experience
With the growing competition in the Canadian Mobile Market, Telus sought to enhance its customer service experience across multiple channels and devices while reducing operational costs through a self-service strategy.
Fragmented Experience & Old Technology
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 independently but encountered some obstacles.
Failure to understand their evolving business needs and take an agile approach to capture 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 the 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 unite stakeholders 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 to capture requirements and work with technical teams to develop feasible technical solutions.
TechBlocks helped bring their vision to life by:
Setting up project kick-off meetings to clearly define the assessment plan 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 a 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 the site map in order to define specific functionalities.
Writing detailed user stories and validation criteria that could be directly used for the development phase, significantly accelerating the timeline and decreasing costs.
Delivering an end-to-end roadmap from strategy to implementation, which clearly defined goals, timelines, deliverables, phases, and costs.
Conducting workshops with business groups for storyboarding and defining requirements.
In the end, TechBlocks provided Telus with a well-defined roadmap for their self-service strategy aligned with the strategic needs of business groups and stakeholders. More importantly, it guided them on a customer-centric approach. All of this was achieved in a fraction of the time and price they had initially budgeted, making them a happy client. The clearly defined solution architecture, deliverables, timelines, and costs 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.