Telstra used MATRIXX Digital Commerce to reduce costs, improve NPS scores and grow revenue.

Australia’s Largest Telecommunications Company

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 Transformation

Telstra’s digital first initiative was launched to move transactions to digital channels for the purpose of:

  • Improving the customer experience
  • Facilitating a step change improvement in customer advocacy, as internal research identified a strong link between data usage, spend and net promoter score (NPS)
  • Reducing operational costs as the high expenses of call-center operations presented clear and obvious cost-saving opportunities that only digital first could deliver
Telstra transformation chart

The foundational transformation has been dramatic, with Telstra nearly doubling its number of digital customer transactions in just three years.

These Are the Benefits of Digital First

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.

Real-time digital experience delivering real business benefits.

+23 NPS score

for customers in data disputes

95% reduction

in hardware costs

-43% bad debt write-offs

for data disputes

-40% reduction

in call center cases

+11 NPS score

overall gain since deploying MATRIXX

+5% increase

ARPU post-pay

MATRIXX Digital Commerce — Defining Innovation

MATRIXX was uniquely capable of powering Telstra’s digital first ambitions. These are some of the reasons why:

  • Traditional BSS wasn’t good enough: Telstra required an innovative platform to deliver its desired level of customer experience through self-care channels.
  • Truly real-time was key: Only MATRIXX Digital Commerce could deliver the real-time information needed to dramatically improve the customer experience.
  • Speed-to-market mattered: As a pre-packaged software solution, MATRIXX Digital Commerce was the only platform capable of meeting aggressive timelines.
Telstra phone

MATRIXX in Action

Telstra customers enjoy a differentiated data experience that is simple, customer friendly and based on highly accurate balances.

Migration Timeline and Strategy

Telstra timeline

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