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Telstra Wholesale Increases Speed to Insight on NPS Comments by 75%

Previously, it took several people about a week of workshops to get from data to actionable insights. Now, 75% of executive time is saved by providing Adoreboard's synthesis and Decision Ready Insights directly to the CX teams so they can focus on developing solutions that improve customers’ experience.

Telstra Wholesale is a leading telecommunications company in Australia that provides a wide range of technology products and services delivered over the Telstra networks. They co-create market-leading solutions that harness unique combinations of their world-class voice, wireless, mobile, internet, data and application services.

Challenge

The company’s mission is to “build a connected future so everyone can thrive.” And this commitment to staying close to their customers is realised by “providing them with the best experience on the best network.”

Telstra were processing huge amounts of data across the entire company to deliver on this promise. It was taking several week’s worth of person-hours, including a significant percentage from team leaders and executives, to extract insights that were actionable.

Solution

With Adoreboard, Telstra were able to reduce their time to insight and enhance their customer-centric approach by identifying emotional drivers of survey comments to understand what matters most to customers.

  1. Eliminate manual analysis with automatic themes and sub-topics. 
  2. Move from sentiment analysis to quantifying emotional intensity and identifying serious complaints quickly. 
  3. Move from word clouds summarisation of keywords to predictive insight.

It has significantly reduced the time we take to gain insights from customer data. It also creates efficiency for our leaders and their teams as they can focus on actions to support our customers.

Telstra were able to save time, by providing decision ready insights directly to their teams to more efficiently develop solutions to improve our customers’ experience.

This resulted in faster insights from customer data and a 75% reduction in time input from senior staff.

Why partner with Adoreboard?

Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.

The numbers speak for themselves ↓

increase in speed to insight
75%
reduction in manual analysis
90%
increase in customer satisfaction
17

Customer

increase in speed to insight
75%
reduction in manual analysis
90%
increase in customer satisfaction
17
Industry: Telecommunications
Company:  Large
Use Case:  Customer Experience
“Adoreboard gives us deep insights from NPS voice of customer data which saves us time and enables our mission teams to quickly prioritise actions that deliver the most benefit for our customers. Fundamentally, it delivers the “why” behind what behaviours we need to change to improve the experience for our customers.”
WARWICK BURTON, SENIOR MARKETING SPECIALIST
Manager of Member Experience & Operational Excellence
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