The challenge: Telkom required a deeper understanding of the customer experience and visibility of business transactions
With more than 2000 people using its services, including field technicians, Telkom’s main challenge was maintaining a flawless and consistent customer experience. Whether it be a field technician booking their next appointment, a call centre agent handling a customer query or a shop assistant processing a sale, applications are critical to Telkom’s brand image. Systems must work flawlessly at all times to deliver a positive customer experience. Telkom also needed to understand the impact that software performance has on revenue.
“Today, any bad experience is multiplied and broadcast widely due to social media, so you need to ensure customers get a good experience. Applications are key to enabling that,” said Wynand Beukes, IT Executive at Telkom Business Connexion.
“Poor performing applications also impact employee productivity and their ability to serve customers. The requirement to be able to have a complete overview of the systems and associated application performance came from the CIO. He wanted to be able to see transactions per store and review how well our systems were serving the staff that use them,” Beukes added.