Case Studies

PelicanCorp future proofs Telus via automation innovation

Challenge

As Canada’s third-largest telecommunications provider Telus faced the challenge of addressing incoming inquiries from the regional ‘Before You Dig’ services, regarding the delayed turn-around time for Planning and Design tickets. Telus were unable to meet the expectations of customers seeking information for tickets scaled as ‘low priority’ when underground assets were not at risk. A solution was needed in order to reduce the manual, time consuming and expensive resource efforts to meet those expectations.

Solution

Telus strive to achieve success through the adoption of leading edge technology solutions and investigated options available to address ticket screening and responding. They determined that automation was the solution opting for PelicanCorp’s TicketAccess, a cloud hosted and fully managed service including support. Through a phased implementation process, Stage 1 has Telus addressing the needs of the Planning and Design ticket inquiries via automation.

Outcome

With TicketAccess by PelicanCorp, Telus now supply almost instantaneous response emails directly to inquirers. Automation has seen a significant reduction to resources required to respond resulting in re-allocation of staff to different departments and roles. With Planning and Design now successfully automated Telus have commenced Stage 2, exploring how TicketAccess can be further applied across other areas of the damage prevention processes.

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