Company: TELUS Smart Security & Automation, Vancouver, British Columbia
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: Company / Organization Categories
Nomination Sub Category: Fastest-Growing Company of the Year - in Canada and the U.S.A.
 Nomination Title: TELUS Smart Security & Automation
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2021, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated 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 providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 193 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).
For more than 20 years, our TELUS values have been the cornerstone of our high performance culture:
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We passionately put our customers and communities first
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We embrace change and innovate courageously
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We grow together through spirited teamwork
These goals reflect who we are as an organization and guide how we interact with each other, our customers and our communities. Our social purpose is to leverage the power of our technology to create positive human and social outcomes for all stakeholders and firmly believe we can make the future friendly. Since 2000, we have contributed the equivalent of $1.4 billion, including 2 million days of service to communities where we live, work and serve.
TELUS entered the security space in January 2018 and reached our aspirational goal of one million subscribers in March 2023, offering the widest selection of security services across Canada.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's growth achievements since the beginning of 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 251 words used.
TELUS Smart Security & Automation has grown through the industry-leading product and services we sell as well as through strategic acquisition of successful alarm companies across Canada. Throughout our short journey, we have acquired more than 12 alarm companies, including AlarmForce, ADT Canada, Vivint Canada, and Brinks Canada, growing from the initial acquisition of 40K AlarmForce security customers in 2018, to 608K subscribers in 2019, to 707K in 2020, to 804K in 2021, and to 978K in 2022. We recently reached 1 million subscribers in March 2023.
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 & 2023.
Our Smart Security & Automation team has been the recipient of:
2022: Stevie IBA for Customer Service Team of the Year (silver)
2023: Three Stevie Awards for Sales & Customer Service: Achievement in Customer Experience (gold), Service Department Team of the Year (gold), and winner of the People’s Choice Award. The Monitoring Association Excellence Award for Monitoring Operator of the Year (silver).
TELUS has become the biggest and fastest growing security company in Canada, and has driven significant growth of our adjacent business through cross-selling efforts. Since 2018 TELUS Smart Security & Automation has produced 647.4K revenue generating units in our mobility and home services businesses.
Our final accomplishment to note is our Event Response Program, which has supported 4300 customers deploying over $190,000 in goodwill gestures. This program supports customers following a fire, burglary, or medical event.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the growth achievements 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.
Our Event Response 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, an innovative experience and demonstration of our 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.
The growth TELUS Security has made from 2018 until 2023 (from 40K to 1M subscribers) is unmatched in the industry. To support our growing national customer base, we created a multi layer disaster recovery solution, with multiple sites geographically dispersed across Canada that are redundant to each other, including 5 monitoring stations. This ensures all core systems, including telephony, customer relationship management and alarm monitoring, have full redundancy in case of any disaster situation.
- You have the option to answer this final question: 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 84 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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ERP was featured in the National Post, Montreal Gazette, & Vancouver Sun
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2022 Stevie International Business Award winner for Customer Service Team of the Year
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We launched Real Life Stories page on telus.com showcasing customer testimonials
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2023 Stevie Awards for Sales & Customer Service Winner (gold)
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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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