MATRIXX has given us a real-time capability that can deliver our future digital vision: with the majority of interactions migrating to digital channels, users configuring their own packages and an experience that turns customers into advocates.
Telstra used MATRIXX Digital Commerce to reduce costs, improve NPS scores and grow revenue.
Telstra is Australia’s market leader in mobile, with 17.4 million customers and a market share of 40%. It is a full service provider offering fixed voice, internet access, pay television and other entertainment services in addition to mobile.
Telstra’s Group Managing Director of Networks explains why MATRIXX plays a crucial role in its digital transformation.
MATRIXX has given us a real-time capability that can deliver our future digital vision: with the majority of interactions migrating to digital channels, users configuring their own packages and an experience that turns customers into advocates.
Telstra’s digital first initiative was launched to move transactions to digital channels for the purpose of:
Telstra’s real-time digital experience, powered by MATRIXX Digital Commerce, has converted detractors into promoters, growing revenue and boosting NPS. In fact, the program was so successful, Telstra became an investor in MATRIXX.
for customers in data disputes
in hardware costs
for data disputes
in call center cases
overall gain since deploying MATRIXX
ARPU post-pay
MATRIXX was uniquely capable of powering Telstra’s digital first ambitions. These are some of the reasons why:
Telstra customers enjoy a differentiated data experience that is simple, customer friendly and based on highly accurate balances.