Telus 2010 Annual Report Download - page 10

6 . TELUS 2010 annual report
A DECADE OF INNOVATION
2001 to 2004
Implemented a major multi-year operational
efficiency program that delivered significant
efficiencies and cost savings and enhanced
our competitiveness
2000
Began the process of national
digital network expansion through
acquisitions and organic growth
2001
Completed Canada’s first
national fibre and IP
backbone network
2005
Launched our innovative TELUS
Community Boards and now have
nine boards across Canada
2003
TELUS ranked number one in
advertising and brand awareness
according to Leger Marketing
and operate Microsoft HealthVault, this platform enables
Canadians to create, store and manage their personal health
records and securely share them with their care providers.
Through trials with 2,000 team members and 200 patients and
caregivers in Quebec, we are actively shaping new services
that should soon be available to millions of Canadians.
Notably, TELUS has earned recognition as the number one
Canadian Healthcare Technology Company by Branham Group
for three years in a row.
Partnering, acquiring and divesting
In early 2011, TELUS acquired Smart Communications, a
TELUS retail partner in Western Canada. This acquisition adds
21 premium retail locations, further strengthening our wireless
distribution presence in Canada.
In September, TELUS began to offer wireless customers
coverage in Saskatchewan on SaskTel’s new HSPA+ wireless
network through an enhanced network sharing agreement.
This offers improved roaming and wireless speeds for business
customers, such as those in the oil and gas sectors, and coverage
to 95 per cent of the province’s consumer population.
Investing in customer excellence
In 2010, we intensified our focus on delivering an exceptional
customer experience and made significant advances in strength-
ening our business ownership culture across the organization.
In June, we introduced Customers First, an innovative internal
program to heighten our focus on the customer experience.
This initiative brought all senior managers to the front line to
listen to our customers and learn from fellow team members.
The initiatives identified are leading to meaningful and
measurable improvements.
This ongoing program is already empowering team members
to put customers first in all that we do and many important
initiatives are underway. Examples include an overhaul of our
interactive voice response (IVR) systems to simplify the customer
Clear & Simple innovation
Our Clear & Simple rate plans, which offer simplified pricing and no system access or carrier
911 charges, make it easy for wireless customers to choose a plan that is right for them. In 2010,
we added a Clear and Simple Device Upgrade program to help customers obtain new phones
before their contracts end. We also launched free TELUS Data Notifications to help customers manage
their data usage and a service that identifies lower roaming rates for customers travelling abroad.