Multi-Suite services to the next level
After acquiring Intello, a company with a strong foothold in providing WiFi to hotels, retirement communities, convention centres, and more, TELUS needed to better understand how the many pieces of the Multi-Suite puzzle fit together.
As TELUS Multi-Suite combines so many critical services into one offering — equipping hotels, retirement communities, and other multi-dwelling lodgings with Optik TV, PureFibre Internet, home/guest phone landlines, and mobility — installing their products in these units was naturally more complex.
To better understand how various teams and departments could streamline processes to provide smoother service, TELUS first needed to fully understand the current state of the nation. To accomplish this, we spent six months assessing how TELUS Multi-Suite integrates 26 different tools and systems across 11 different business units.
Context briefing workshop
Iterated design personas
Value stream mapping
To understand the current state of Multi-Suite, we held interviews with various stakeholders across TELUS Business, from C-Suite and product managers to frontline staff such as Installers.
To deepen our knowledge, we organized a 5-city, two-day co-design workshop involving 50+ stakeholders and Power Shifter leaders across Vancouver, Calgary, Toronto, Montreal, and Edmonton. We brought collaboration tools into the TELUS advanced audiovisual boardrooms to gather input from stakeholders from across the value chain.
On day one, we aligned on pains & gains and points of friction. On day two, we took it a step further, finding future-forward solutions so that TELUS could continue providing world-class service to hotels and beyond.
Through this research, we also created personas that would help all team members better understand internal roles across TELUS Multi-Suite's workflow.
Our work helped reduce wait times between lines of business by optimizing internal workflows, ensuring information flowed more easily across the organization.
Getting teams internally aligned post-M&A is never easy. We optimized costs by standardizing processes across Multi-Suite team members and solutions.Today, TELUS Multi-Suite provides solutions to over 1000 hotels.
Our engagement culminated with a final showcase where we provided both short-term "quick wins" and created a future vision together to bring TELUS Multi-Suite to its next iteration.
"POWER SHIFTER was amazing to work with — thank you for managing through all the twists and turns!"