Company: TELUS Smart Security & Automation, Vancouver, BC, Canada
Company Description: At TELUS, we’re using our world-leading technology to drive meaningful change — from transforming healthcare and making our food supply more sustainable to reducing our environmental footprint and connecting Canadians. We offer both personal and business solutions (security, internet, mobility, tv bundles, online security); healthcare, agriculture, and sustainability solutions.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in Customer Experience
 Nomination Title: TELUS Smart Security & Automation - Event Response Program
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 101 words used.
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Security Showcase - customer video testimonial after a home fire
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Security Showcase - customer video testimonial after a CO leak
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2022 Stevie International Business Award winner for Customer Service Team of the Year
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This team was featured in the National Post, Montreal Gazette, & Vancouver Sun
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We launched Real Life Stories page on telus.com showcasing customer testimonials
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Peter & Eric’s CFC nomination and win in 2021, Carlin’s CFC nomination & win in 2022
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Voted Canada’s Most Trusted Alarm Service by BrandSpark
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TELUS Social Purpose | https://www.telus.com/en/social-impact?intcmp=tcom_abt_home_tile_social_impact_learn_about_000621
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TELUS Giving Back | https://www.telus.com/en/social-impact/giving-back?INTCMP=tcom_social-impact_home_tile_to_giving-back
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 198 words used.
TELUS is a dynamic, world-leading technology company powered by purpose with $16 billion in annual revenue and 15.2 million customer connections. We are transforming healthcare and making our food supply more sustainable while reducing our environmental footprint and connecting Canadians, offering both personal and business solutions (security, internet, mobility).
TELUS entered the security space in 2017 and has grown to nearly one million customers, offering the widest selection of security services across Canada. We have become Canada’s most trusted and fastest-growing security and automation company, winning Canada’s Most Trusted Alarm Service by BrandSpark in 2022.
In 2020, we established our Event Response Program. Following a real-life event (fire, burglary, or medical incident), a member of this specialized team contacts the customer within hours to verify safety and offer support above and beyond the industry standard. In the event of a fire, we arrange and pay for hotel accommodations and provide gift cards to cover basic necessities. For customers who have suffered property loss, or are the victims of a crime, we provide complimentary virtual counseling sessions through our partnership with TELUS Health. We send gift baskets/flowers to customers, brightening their day following a medical incident or intrusion.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 246 words used.
The Event Response Program was created in 2020. Since inception, we have supported 3,768 customers and deployed over $175,000 in goodwill gestures.
100% of impacted customers choose to stay with TELUS Security following an event, with industry leading churn at 0%. We have taken complete ownership to reduce customer effort in working with other TELUS teams. We take care of the backend process, so our customer gets the desired results, with a single point of contact. This is a huge improvement over standard call-center environments where customers experience interactions with several team members for complex requests. In doing so, we have made sure that customers received the help and support that they deserved, delivering exceptional customer experience with industry leading outcomes.
In 2021, this team was featured in the National Post, Montreal Gazette, and Vancouver Sun.
In 2021 and 2022, we created two customer testimonial videos following real life events.
In 2022, this team was a Silver winner at the Stevie International Business Awards for Customer Service Team of the Year.
Each of the three members from the Event Response Program received recognition for their extraordinary efforts with a TELUS Customers First Champion Award (CFC). This CFC award is a coveted recognition awarded by senior leadership to recognize our customer-facing team members who go above and beyond in consistently delivering an exceptional experience. Of the 9,000 team members eligible, this prestigious distinction is given to just 200 or 0.2% of team members.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
This program is critical in our goal to be the best smart security and automation company globally.
As a customer-focused organization, TELUS pioneered this best-in-class service, as an innovative experience and demonstration of our values and social purpose. Among our peers, we are the only Security & Automation company that goes the extra mile during this vulnerable time for our customers as part of our standard operating procedure. Offering customers hotel accommodations when they are displaced from their home due to a fire or gas leak; providing complimentary virtual counseling to customers who have suffered property loss, or who were the victims of a crime; sending flowers to hospitals for customers following a medical incident simply to delight them and brighten their day is something only TELUS offers.
The exceptional efforts in making a positive impact for our customers is a demonstration of our unwavering commitment to putting customers and communities at the centre of what we do and why we do it. This is a commitment that is unparalleled across the entire Security & Automation industry.
Since the launch of the Event Response Program, we have had a significant impact on customers, team members, and our business. We’ve received heartfelt customer testimonials from those who experienced exceptionally difficult and even life-threatening incidents. These customers expressed sincere gratitude for their security system, the TELUS team, and the best in class service our Event Response team provided. Some customers have gone as far to say “TELUS saved our lives that day”.
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