Customer-centric TELUS launched an internal contact center initiative to reduce average handle time, automate agent processes and decrease errors. The company’s goals for the OpenSpan project were to improve the customer experience by providing agents with a more refined work process and ensure service delivery aligned with installation agreements. - See more at: http://www.openspan.com/resources/webinars/wr-the-telus-way-an-openspan-customers-journey.php#sthash.fmmkYF73.dpuf

1. The TELUS Way: An OpenSpan
Customer’s Journey for Optimizing
the Agent Desktop
2013 Webinar Series – Time with the Experts

2. The TELUS Way: An OpenSpan Customer’s Journey
for Optimizing the Agent Desktop
What to Expect Today
Introduction
TELUS’s Internal Contact Center Initiative
Q & A
© 2006-2013 by OpenSpan, Inc. All rights reserved.2

3. Meet the Speakers
© 2006-2013 by OpenSpan, Inc. All rights reserved.3
Stacy Schierau
Business Analyst, Strategy and
Development, TELUS Customer Solutions
TELUS
Anna Convery
EVP, Strategy
OpenSpan

4. Our Journey for Optimizing
the Agent Desktop
Stacey Schierau
Member of the TELUS team
August 22, 2013

5. TELUS Public5
The Journey
The
Opportunity
The
Process
The
Deployment
The Key
Learnings

6. TELUS Public6
The Opportunity
CHALLENGES
Expensive
Long cycles
Multiple forms copy and
pasting
Call times on the rise
 Lower cost
 Rapid deployment
 Reduce errors, keying of
repetitive information
 Reduce call times and
hold times
OBJECTIVES

7. TELUS Public7
The Process
POC
Pilot
Business
Case Deploy
Monitor & Expand

8. TELUS Public8
Call Back

9. TELUS Public9
Automate: Credit Check Process
Pulling data from the Credit Profile page in Desktop One and
copying it directly into the appropriate fields of the Equifax form.

10. TELUS Public10
The Pilot
30 agents, one location
Feedback on design and usability
Access the technical design
Modify capabilities
Measure savings
Validate metrics for the business case
Resulted in a strong business case and
approval to proceed

11. TELUS Public11
Agent Feedback
Pilot agents positively embraced the changes
as seen in these quotes:
 “I love the call back feature, use if often and
love the format”
 “Having a pilot was a good idea, I see a lot of
potential for this software”
 “Can I keep running the software after the
pilot is over?”
 “Saved me from putting the client on hold and
helps with the call flow”

12. TELUS Public12
Deployment
Deployed
software to
1400
agents
Phased
rollout
Loaded via
automated
push
10
capabilities
in 2012
18
capabilities in
scope for
2013

13. TELUS Public13
Summary of Capabilities
 Standard
 Single sign on
 Call back
 Account log
 Copy and Paste
 Forms
 Call trackers
 Applications
 Reminder Messages
 Bolt on
 Phone room access
 Email capture

14. TELUS Public14
Monitor and Expand
Increase compliance
Enhance existing functionality
Launch new capabilities
Expand to other lines of business

15. TELUS Public15
Key Learning's
Agent
involvement
Change
management
Pilot the
technology
Business
buy in
Strong
relationships

16. Large National Bank
Deployment to
500 Branches in
under 3 months500
Multi-Channel Touchpoints
Brick & Mortar Branches
Contact Center Web Support
Real-Time Teller
Guidance Solution
Increased
Up-Sell Revenue
© 2006-2013 by OpenSpan, Inc. All rights reserved.16

17. FORTUNE 500 Insurer
• Saved $350,000 labor costs
• Automated adjudication processes
• Reduced operational costs
 Inefficient manual claims processing
 Inaccurate prompt pay penalties
 Considered 25 new hires for new claim audits
Accuracy • Efficiency • Cost-Reduction
Deployed
OpenSpan Healthcare Claims Solution
Within 4 Weeks
© 2006-2013 by OpenSpan, Inc. All rights reserved.17

18. Application Overload:
17 Applications to Navigate!
Prolonged
Training Time
Diminished
Sales Effectiveness
Results:
• Agile agent desktop + automations deployed within 60 days
• Decreased training times
• Sales uplift by 8 percent
Maximized
ARPU
Improved
CSAT & NPS
Lowered
Operations Costs
Leading National Carrier
© 2006-2013 by OpenSpan, Inc. All rights reserved.18

19. Time with the Experts – Future Episodes
© 2006-2013 by OpenSpan, Inc. All rights reserved.19
DATE EPISODE TOPIC
September
17
Desktop Automation and Analytics: The New Face of the Agent
Desktop
October 17
The Customer Experience Imperative: A Contact Center Leader’s
Boot Camp for Surviving in the New Economy
November 14
Driving More Profitable Customer Relationships in the Insurance
Industry
www.openspan.com/2013webinars

20. © 2006-2013 by OpenSpan, Inc. All rights reserved.20
Q & A

21. If you would like more information, feel free to send us an
email or give us a call.
info@openspan.com
US/Canada: +1 (678) 527-5400, (877) 733-1136
UK: +44 (0) 207 043 3573
India: +91 80 40300 780
www.openspan.com
Thank You for Participating!
© 2006-2013 by OpenSpan, Inc. All rights reserved.21
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