In a new initiative called "Digital First", Telstra is stepping up its digital strategy with a new three-year plan that includes real-time billing and giving you an estimated arrival time for technicians.
Telstra CEO David Thodey said that the telco will be starting with the roll-out of a new technical support model this month, where ADSL and mobile customers will be given a unique code for their modem or device that will be used to provide "tailored information".
Thodey said that this will give customers the information they need faster and with fewer points of contact.
The tailored information will also soon include real-time usage tracking and billing, as currently, usage details can be delayed by up to 24-hours.
A new digital world
Telstra CEO David Thodey said that the main focus of the initiative is to allow customers to have the "convenience of dealing with us on their terms in their own time".
"We are challenging the way we do things to make life simpler and more convenient for our customers, giving them greater control in managing their telecommunications needs whether that be through our Telstra stores, contact centers or digitally," he said.
The initiative will not only give customers more control over their own accounts, but control and transparency for services, technical appointments, support options and product features.
The telco will be introducing automated job allocations and integrated mapping, which Telstra says will get technicians to jobs quicker and will provide customers estimated arrival time so you don’t have to hang around for hours, only to miss the technician.
Telstra is set to reveal more details about it’s Digital First initiative over the coming days.
- March is set to become a big month for Telstra, as it will also be launching its new plans this week as well