Realising Direct Cost Savings and Churn Reduction

TELUS realised that, in order to get detailed feedback from their customers, it needed to ask the right questions. Establishing a customer-centric identity was the first step it took after selecting InMoment as a partner. TELUS designated a cross-functional team with executive support that took turned its program from fragmented to world-class.

• $1M direct cost savings achieved through consolidation and technology
• $5M savings in churn reduction opportunity
• Reached 15% more customers after beginning proactive recovery with better tools