1. High Cost customer support
1.1. How can TELUS bring these costs down?
1.1.1. Create an automated support system that answers the most asked customer questions and reduce size of physical customer support representatives
2. Increasing investment into Research and Development
2.1. Just look at sectors like TELUS Health and TELUS Mobility?!
2.1.1. TELUS has not been using the ideas that has made these other companies so successful. TELUS offers customers virtual meetings with doctors and family who are unable to meet them but they do not have a system in place for TELUS communications customer service. TELUS must develop an accelerated program to shift themselves, as well as their customers towards electronic solutions.
3. Competitive Advantage
3.1. What can be done to develop a sustained competitive advantage?
3.1.1. Developing and integrating a brand new automated system which will also help with saving costs in the long-run.
4. Diversification of the automated system
4.1. How can TELUS enter the automated space without some sort of "product/service differentiation
4.1.1. In the past other companies have beat TELUS to an automated system. But TELUS can gain that advantage over them by introducing an automated system which offers customer support in different languages. Canada is a diverse country and there are many immigrants that struggle to properly communicate their problems to customer support fluently, which results in longer calls and unsatisfied customers.