Overview Headquartered in Vancouver, British Columbia, TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue. The company has 12.5 million customer connections including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers, and 1.0 mil- lion TELUS TV customers. TELUS provides a wide range of communications products and services including wireless, data, Internet Protocol (IP), voice, television, entertainment, and video, and is Canada’s largest healthcare IT provider. Challenge In keeping with the company’s commitment to deliver exceptional client experiences, the TELUS Wireline team sought to reduce the time required to respond to new customers requ

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