Customer Reference - Tesltra Super - Design Thinking Dynamics CRM Implementation
- 1. TELSTRA SUPER SAVES TIME AND BUDGET WITH DESIGN THINKING Telstra Super was established in 1990 and has grown to become Australia’s largest corporate super fund. More recently the business has undergone major change that has impacted people, processes and technology, as well as member experience. As a result, Telstra Super knew they needed to find new tools to support their new way of working, placing Member Experience at the centre of their exploration. A NEW WAY OF THINKING Leveraging the Design Thinking methodology, SMS worked with Telstra Super on an efficient, collaborative and iterative process in which the whole organisation could participate in. In doing this, Telstra Super were able to discover, design, develop and deliver a business case that would change the way in which value is delivered to their customers. What came next was a development of a new CRM functionality that offered an improved member experience. Using the Design Thinking methodology, Telstra Super saw: An ability to implement the tool in line with tight timeframes A new approach to this type of initiative with the learning and outcomes valuable to future projects A real alignment to their technology modernisation strategy MEMBER EXPERIENCE FIRST Telstra Super had established a requirement for a CRM implementation as part of their business development, choosing the Microsoft Dynamics Platform to achieve this. The business knew a CRM tool was only useful if it could support the business in a way that ensured their member’s experience was the focus. SMS was recommended by Microsoft to Telstra Super as a partner of choice for the design, development and implementation of the new CRM tool. “Other organisations need to use Design Thinking to get a handle on the customer insights and what they are trying to achieve strategically from a customer experience perspective.” David Calistro, Head of Strategy and Technology, Telstra Super www.smsmt.com
- 2. TECHNOLOGY MODERNISATION UNLOCKING TRUE VALUE FOR CUSTOMERS AND STAFF The result was a cloud-based Microsoft Dynamics CRM implementation that enabled a new Financial Planning & Advice model for Telstra Super. The tool includes; Because financial planning is an essential component of the member experience model for Telstra Super, the outcome contributes to the strategic objectives of net growth and the Telstra Super employee/member value propositions by: A new client/member interaction booking facility Matching members to the right delivery channel Campaign Management capabilities Ensuring greater insights across the organisation Member Profile and Contact Channel management Collaboration of services across functional department teams Workflow system for Limited Advice Team Improved member experience that will increase advocacy Email Marketing (Click Dimensions) Staff skills development through broader services OUR MICROSOFT PARTNERSHIP For over 19 years, SMS has held one of the strongest and most respected Microsoft technology capabilities, across a broad range of industries, in Australia. Multiple national award winners with demonstrable results, SMS is a dedicated Microsoft partner capable of helping your organisation leverage Microsoft solutions and do more with less. Gold Cloud Customer Relationship Management Gold Cloud Productivity Gold Hosting Gold Customer Relationship Management Gold Collaboration and Content Gold Intelligent Systems Gold Application Development Gold Data Platform Gold Data Analytics Silver Application Integration Silver Project and Portfolio Management DYNAMICS CRM BI ANALYTICSOFFICE 365 AZURE Partner www.smsmt.com ABOUT SMS A leader in advisory, solutions and managed services, SMS cultivates innovation, digital, mobile and design-led business and technology capability to empower organisations across all industry sectors. With over 1600 staff across Asia Pacific, SMS promotes and delivers next-generation customer-centric outcomes for their clients.