Telstra transforms experience with Ericsson

Telstra has completed a front-end digital transformation for its prepaid customers, powered by Ericsson Digital BSS. The initiative aims to enhance experience by making it easier for customers to manage their services and faster to activate new ones.

Shailin Sehgal, Testra Product Enablement Technology Executive

The co-developed initiative was designed, implemented, tested and launched by a joint Telstra and Ericsson project team. Shailin Sehgal, Telstra Product Enablement Technology Executive, says: “Our T22 vision is to fundamentally change the nature of telecommunication products and services in Australia by eliminating pain points for our customers and this implementation is another step we are taking to help us achieve this”. Sehgal said that is now only takes prepaid customers “a couple of minutes” to activate their services compared to 10 minutes with their legacy solution.

Mats Karlsson, VP and Head of Solution Area BSS

Mats Karlsson, Vice President and Head of Solution Area BSS, Ericsson, says: “For Telstra’s retail prepaid transformation, we set out to achieve efficient operation with reduced total cost of ownership, superior omni-channel customer experiences and a transition to digital operation. We are delighted to have achieved these goals. User feedback is very positive across the board – all delivered by a joint Telstra-Ericsson team that showed how quickly excellent results can be achieved when ecosystem partners work closely and speedily.”

To enable this initiative Ericsson delivered its charging and digital experience platforms, catalog manager and Order Care solution.