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: Business Development Awards Categories
Nomination Sub Category: Business Development Achievement of the Year - Technology Industries
 Nomination Title: TELUS Security, Technology & Migrations Team
- 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, 2022, OR written answers to the questions? (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 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.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 194 words used.
TELUS, a leading technology company with over $20B in annual revenue and 19M customer connections, is renowned for its innovation, business development and social responsibility. Since 2018, TELUS has achieved remarkable growth in the smart-home and security sector, scaling from 40,000 AlarmForce customers to over 1.2 million subscribers through organic growth, strategic acquisitions and successful implementation of growth initiatives.
The Security, Technology & Migrations (STM) team has been instrumental to this success, showcasing expertise in acquisitions, operational efficiency, and delivering best-in-class performance results.
The STM team’s achievements include:
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Integrating 97% of residential security customers onto a unified platform
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Eliminating 9 obsolete systems to streamline operations
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Delivering benefits exceeding $30M, including $18M in projected acquisition savings over four years
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Consolidating 700,000 units onto one platform, enabling effective cross-selling of home and mobility products
These accomplishments have improved service delivery, enhanced customer experiences, and driven profitability. The STM team's focus on implementation and performance has unlocked a potential lifetime value of $882M through cross-selling opportunities.
TELUS’ recent acquisition of The Monitoring Centre in Q2-2024, adding 30,000 customers, highlights its commitment to sustained business development and its position as a top-tier technology provider.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 246 words used.
The STM team has achieved remarkable results through technological innovation and customer-centric improvements:
Technological Transformation:
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Developed the TELUS Automation Platform (TAP), revolutionizing record migration from 25 minutes to fully automated processes, saving over 215,000 manual hours thus far.
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Implemented a payment redirect tool generating $200,000 annual savings.
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Optimized monitoring efficiency by redirecting 500,000 monthly proprietary signals to TELUS infrastructure.
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Enabled secure PCI-compliant subscription billing for 250,000+ customers
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Automated insurance certificate generation for 400,000+ customers, reducing annual calls by 10,000.
Customer Experience Enhancement:
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Successfully migrated 570,000+ customers into a unified system, streamlining service delivery and enabling enhanced cross-selling capabilities
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Maintained uninterrupted monitoring services with alarm response times under 30 seconds
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Preserved payment preferences for 330,600 customers during transitions
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Upgraded 1,300+ customers from legacy 3G networks to advanced systems, securing $2M in revenue
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Reduced guard-response times by 115%, improving service efficiency while maintaining high customer satisfaction
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Successfully migrated over 40,400 customers to in-market systems, streamlining their transition and yielding the integration of 2,400 new Revenue Generating Units (RGU), significantly boosting overall revenue potential and expanding the capacity to support increased demand and growth.
Financial Impact:
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Protected $25M investment by transitioning 18,500 AT&T customers to TELUS/Bell network, resulting in $5.3M capital savings and $180,000 operational cost reduction
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Generated $5.3M annualized revenue through strategic acquisitions
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Achieved EBITDA contribution exceeding $900M since early 2023 through optimized marketing campaigns and successful cross-selling across the integrated customer base
- 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 80 words used.
We have included a variety of supporting materials in our PDF package, such as the numerous awards STM has received and four endorsements from executive leaders, including the Acting CEO of TELUS Digital, highlighting the value and impact delivered to both the business and our customers. Additionally, we’ve provided a selection of webpage links showcasing key milestones and our annual report. Finally, we've included several customer video testimonials and website links that emphasize TELUS' commitment to our customers and communities.
- 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 242 words used.
TELUS' STM team has undergone a remarkable evolution, transforming from a security-focused migration team to a company-wide integration powerhouse. Initially tasked with managing security related integrations, the team has expanded to lead enterprise-wide migration strategies, driving business development across TELUS’ diverse segments, including business solutions and internet customers. This transformation reflects the team’s increasing influence and capability in driving complex integration across the organization, enabling TELUS’ market-leading efficiency and scalability.
Key Achievements and Differentiators:
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From Security to Enterprise-Wide Integration: What started as a specialized security-focused migration team has expanded its scope to become a critical enabler of systems and customer integration across multiple business units.
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Revolutionizing Migration Timelines: The use of automation platforms and standardized playbooks has cut timelines, enabling faster, smoother migrations.
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Integrated $900M in acquisitions: Successfully unified diverse systems into one cohesive, integrated ecosystem.
Industry Impact:
The STM team's achievements are unparalleled in the telecommunications and security sector. While competitors often struggle with fragmented systems and lengthy integration timelines, the STM team’s unmatched unified billing and monitoring framework sets industry benchmarks for operational excellence.
This scalable model, adaptable across various business segments, has reshaped TELUS’ acquisition strategy, enabling rapid market expansion while maintaining superior customer service standards. By automating and streamlining processes, the STM team ensures smooth transitions and accelerates the realization of acquisition benefits, positioning TELUS as a leader in telecommunications and home security innovation. This transformation exemplifies TELUS’ commitment to redefining integration and business development in the industry.
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