In 1975 the Postmaster General’s Office split its postal and telecommunications capabilities into two detach brands, forming Telecom Australia and Australia Post. In the 35 years so followed, Telecom became Telstra then grew to be a private enterprise. Telstra was corporate, important and befitted an enterprise expecting to establish itself as a serious competitor in a newly competitive market. Telstra’s journey in the past recent years began with a vision that was implemented by pragmatically placing one strategic base ahead of the other which still continues as an ongoing mission.

In 2010 Telstra began to undertake customer-centric initiatives programs which concentrated on minimizing customer pain-points. This collaborative initiative was recognized as one of the biggest initiatives programs. These adjustments were …show more content…
Today, Telstra 24×7 presents a guide through telephone and online along with a guaranteed response with a time frame of less than an hour. Call centre support staff share their name and contact details with the customers to provide follow up calls and email.

CrowdSupport, an online innovative community that enables Telstra customers to help others including customer-led troubleshooting was launched. There are nearly 200,000 posts generated on the forum making the CrowdSupport a platform that not only connects customers with Telstra but also benefitting from the experience and expertise of other customers leveraging a load off the company’s resources at the same time nurturing a community.

In September 2013 ‘‘Telstra Stay Connected’ was introduced with the aim of replacing or repairing cell devices if lost or damaged, with Telstra Platinum providing technical support service to customers directly with technical experts along with personalized calling card left by technicians granting customers to contact