Region: North America
Industry: Telecom and Media

TELUS (TSX: T, T.A; NYSE: TU) is a leading national telecommunications company in Canada, with $9.1 billion of annual revenue and 11.1 million customer connections including 5.6 million wireless subscribers, 4.4 million wireline network access lines and 1.2 million Internet subscribers. TELUS provides a wide range of communications products and services including data, Internet protocol (IP), voice, entertainment and video.

Business Problem

The company desired a BPM platform to enhance its managed IT solution for improving IT operational efficiency. TELUS wanted total ownership of the process management system, with the vendor providing guidance and thought leadership.

Appian BPM Solution

Appian provides TELUS the visibility and control needed to streamline IT operations processes for better customer service and improved business efficiency. IT Ops personnel can “subscribe” to customers, regions, skill sets, products, or services and have all their tasks dynamically assigned to them. Appian facilitates work hand-offs between disparate teams, allowing work “around the clock,” delivering faster and higher-quality service to enhance customer relationships.