Telus
Telus is a leading Canadian telecommunication company providing a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment, and video. Telus is known for its commitment to leveraging technology to enhance the lives of Canadians through improved connectivity and innovative digital solutions.
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Telecommunications
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Canada
Development and Optimization of Telus Customer Management System
The project involved developing and optimizing the Customer Management System (CMS) to improve customer service efficiency, data management, and overall operational performance.
This included redesigning the user interface, enhancing backend functionality, and integrating new features to support the growing customer base and service offerings.
Problem/Challenge to Overcome
Business Challenge: The company needed to upgrade its existing Customer Management System to handle the increasing volume of customer data and service requests more efficiently. The system needed a more intuitive interface and enhanced features to improve the workflow for customer service representatives (CSRs) and support staff.
Technical Challenge: A scalable solution was required to handle large volumes of data and integrate with existing infrastructure and third-party systems. Ensuring data security and compliance with industry standards was also a critical requirement.
Solution
Approach: Maxiom Technology conducted a comprehensive overhaul of the Telus CMS, starting with a detailed analysis of the existing system to identify pain points and areas for improvement. The development team then created a new, responsive user interface designed to enhance usability and streamline workflows. The backend was optimized for better performance and scalability, with added functionalities to support real-time data processing and integration with Telus’s other systems.
Key Features: Redesigned UI/UX for improved usability, enhanced data management capabilities, real-time data integration, scalable architecture, and compliance with data security standards.
Innovation: The project introduced a modular, microservices-based architecture, allowing Telus to easily add new features and scale the system as needed. This approach also facilitated seamless integration with other Telus systems and external services.
Results and Impact
Outcome: The optimized Telus CMS significantly improved operational efficiency and customer service quality. The new interface and features reduced the time required for CSRs to manage customer interactions and resolve queries, leading to higher customer satisfaction. The scalable design ensures the system can grow with Telus’s needs, supporting future expansion and new service offerings.
Client Feedback: "Maxiom Technology’s work on our CMS has made a noticeable difference in our customer service operations. The system is now faster, more intuitive, and perfectly suited to handle our expanding customer base."
KPIs: Increased CSR productivity, reduced query resolution time, improved customer satisfaction, scalable infrastructure for future growth, and enhanced data security compliance.
Collaboration: The project involved close collaboration between Maxiom Technology’s multidisciplinary team and Telus’s IT and customer service departments. Regular workshops and feedback sessions ensured the new CMS aligned with Telus’s operational goals and provided a better experience for users.
Ongoing Support: Maxiom Technology continues to provide ongoing support and updates for Telus's CMS, including performance enhancements, security updates, and the addition of new features based on evolving user needs and feedback.
Next Steps: Future enhancements include expanding the system’s data analytics capabilities, integrating AI-driven customer service tools, and further optimizing the user interface for even greater efficiency.
