Keywords: Knowledge Management, Telecoms
Telstra
Market Sector: Telecommunications Provider
Year Started: 1997
People: 10,000+
Working with us since: 2005
Telstra is Australia's leading communications company and the Australian equivalent of British Telecom. They provide more than 10.3 million Australian fixed-line and more than 6.5 million mobile services. And in case you forgot how big Australia is, Telstra's digital mobile network now covers more than 1.6 million square kilometres and 98.3% of the population.
Benchmark's Knowledge Management (KM) software was chosen from worldwide competition to be used by a key support team of 19 engineers led by Team Manager John D. Neald.
"We will be using Chunks 24/7/365 at Telstra's Global Operations Centre in Melbourne."
The support John's team provides can be for mobiles, fixed lines and Internet Providers. The team covers the top 10% of business customers, around four million fixed-line customers and the core of Australian mobile customers.
They rely on the Knowledge Management software to pull together an increasing amount of information and to consolidate existing information from different locations.
"Working in a shift environment poses special problems for sharing information and the KM software brings it all together."
After installing the KM software and running it for a few weeks John said "The KM software is looking and felling pretty good. The uptake by the team has been excellent - there really is a need for this sort of product."
Four years later and John says "The system is working fine."