When it comes to e.business, everyone has been talking about integration, on-demand technologies and solving all your problems with the latest trend. You probably know much of the hype is really just . . . hype. Instead, we decided to take a different approach. Setting all boasting aside, we put our money and business on the line and undertook a two-year strategic mission to not only tell our customers about how we can help them use the Web as a competitive resource, but to prove it by transforming our own business.

Obviously, the challenges in migrating the organization to a Web enabled enterprise were immense. But, so were the payoffs. By taking a strategic milestone approach, we set benchmarks and 90-day deliverable cycles to achieve early wins and progressive measured results. With this roadmap, as well as a committed and active executive leadership team, the company has realized almost $173 million in savings from the program.

In order to drive internal cost reductions, we put the power with our people and created a number of self-service applications to help manage our relationships within the organization. All the technology aside, we really wanted to create a high performance culture inside TELUS by using the flexibility of the Web. Almost immediately, the organization rallied in support and Web enabled programs were adopted at impressive rates, with many components achieving better than 95% participation by the end of 2002.

After the late 90's tech buildup, we found that our Web environment was chaotic from a user and technology perspective. So, with some concentration on user experience and transactional capability, our online presence now generates almost 20% of our customer interactions.

To help further drive accountability and success, TELUS controllers took the planned benefits from Web enable initiatives and reflected these amounts in each years fiscal budgets. The end result was positive with business units and teams now jointly accountable to realize the success of their Web programs. Along the way we had some great successes and we learned a lot in the process. Looking back, this was an investment well worth making and we look forward to sharing our insights with you. No matter what you need to make your business a successful e.business, we've probably lived through it. Give us a call and we'll help you prove it too.

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