Telstra retains Accenture to maintain new billing system

Accenture has signed a five-year, multi-million-dollar application outsourcing contract with Telstra to maintain the telco’s customer care and billing platform.

Under terms of the contract, Accenture will be responsible for the ongoing management of the platform and ensuring that it operates effectively through further migrations and software releases, the company said in a statement.

Accenture led the development and implementation of the customer care and billing platform as part of Telstra’s business transformation program.

Telstra is said to have migrated more than five million consumer customers and 8.5 million services to the new platform, ‘processing hundreds of thousands of orders and millions of bills’.

It has received ‘no increase in complaint volumes’, Accenture claimed.

“The IT transformation we are undertaking with Accenture’s contribution is all about enabling Telstra to achieve excellence in customer service - now and into the future,” said Tom Lamming, Telstra’s Transformation & Technology Advisor.

“It is making the business more effective and transforming the customer experience. The Accenture team has played a major role in helping Telstra change the game, so we are pleased to engage them to provide ongoing support for our customer care and billing solution.”