SARATOGA, Calif.--(BUSINESS WIRE)--MATRIXX Software (http://www.matrixx.com/) today announced that Telstra, Australia’s leading telecommunications provider, has received the IDG Enterprise Digital Edge 50 award for the Telstra 24x7® customer self-care app, powered by MATRIXX Digital Commerce.
Telstra customers are empowered through the 24x7® app to select their own on-demand service mix, control their mobile account in real-time, and easily manage budgets and data consumption. This allows Telstra to service its customers in the same way as big digital brands, and is a result of Telstra’s early adopter strategy to become one of the world’s first digital service providers.
In 2011, Telstra launched their ‘Digital First’ strategy, priming the business for the on-demand economy by providing customers the Telstra 24x7® for personalized shopping, customer support and account management. Since the launch of the strategy, data ARPU has grown several percentage points1, and 58% of all customer transactions are now conducted through digital channels2. In addition, Telstra continues to make impressive steps with data service monetization and improving NPS scores through greater customer satisfaction.
MATRIXX enables real-time customer engagement so Telstra can deliver a superior experience to all their customers by enabling the purchase of products and services, account management and support features on-demand, 24-hours a day. The result is a new brand of customer service that has turned neutral consumers into brand advocates. Across the industry, these customers are happier, more loyal and have a deeper trust in their service provider. They are worth more in terms of net spend, buy more products, and recommend Telstra to their family and social networks.
“Telstra continues to be ahead of their market because they aggressively challenged themselves to reinvent the customer experience,” said Jennifer Kyriakakis, Founder and VP Marketing at MATRIXX Software. “They now own some of the most satisfied customers in the market, growing revenue for the company and pointing the way to further digital dividends.”
The Digital Edge awards are judged by a premier panel of IT and business executives, based on innovation. Global winners are selected based on highly significant projects, impressive business results and superior collaboration among stakeholders. Award recognition will officially take place at the AGENDA17 conference and awards gala from March 20-22, 2017 in Ponte Vedra Beach, Florida.
1Source: Telstra annual report, 2014.
2Source: Telstra annual report, 2016 (PDF page 10).
Read more about Telstra’s Digital First strategy here (PDF).
To learn more about MATRIXX Software, please visit www.matrixx.com.
About the Digital Edge 50 Award
The Digital Edge 50 Award is a recognized honor of digital innovation. Through digital technologies such as mobile, analytics, AI, the Internet of Things and cloud, award winners see business results that indicate a true ‘digital edge.’ Selected by a panel of industry experts and business and technology executives, winning applications are driving greater customer engagement, higher sales conversions and new products, as well as revenue and profit growth.
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About MATRIXX Software
MATRIXX Software delivers an innovative digital commerce solution that enables always-on customer engagement. Our patented approach makes it possible for Digital Service Providers to simultaneously serve millions of customers, and process billions of customer interactions precisely and instantly. MATRIXX enables DSPs to build long-term strategic value through high-touch, digital customer relationships.
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