Our Knowledge – True Enterprise Collaboration portal at Telstra

Why

Telstra Enterprise and Government (TEG) was seeking a collaboration platform providing end-to-end Knowledge Management across all core business processes.  In line with Telstra’s aim to become more customer-centric, TEG recognized this solution could provide users simplified access to information, and deliver significant productivity improvements and enhanced customer service, while also reducing costs.

How

Unique World worked with TEG to develop the Microsoft® SharePoint® platform to become a true Enterprise Collaboration and Knowledge Management Portal.  This approach has meant consolidating individual process sites into one new knowledge management platform, dramatically improving TEG’s access to information and knowledge, and delivering superior productivity benefits. 

Our Knowledge is based on the SharePoint 2010 platform, and utilises all the full Enterprise features of the Microsoft® Office System and SharePoint, including PerformancePoint Services, InfoPath Form Services, FAST for SharePoint and Excel Services. 

The Our Knowledge portal will integrate and pull together information from many Telstra systems and will change the way Telstra Sales, Delivery, Operations and Support teams are run and how they service customers. 

The program has over 30 work streams, including:

  •  Customer Sites
  • Dashboards
  • Sales Target Letter Automation
  • Sales Catalogue
  • Sales Playbook
  • Process Library
  • Contracts Library  

Now

Our Knowledge provides one location for all process knowledge with a faster, easier search, providing increased consistency and efficiency.  It gives users simplified access to the information and people they need to be more successful, and provides greater consistency and reliability of information.  Reduced costs are forecast over 5 years from improved productivity and effectiveness, and increased sales productivity will be achieved through improved effectiveness and efficiency.

Download Telstra Our Knowledge case study 2011

 

With this investment in SharePoint, we are on progress to deliver against our internal business case objectives in reduced operating costs to Telstra Enterprise and Government.  This will be achieved by improving productivity, improving our customer service and shortening sales cycles to increase the booking of revenue.

 Jason Sharpe
Collaboration, Knowledge and Business Intelligence
Telstra Customer Sales and Service