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Case Study

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Streamline your operations with TELUS International

What to speak with a business process consulting expert?

Discover how TELUS International’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.

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Maximizing profitability in telecom case study preview image

Streamline your operations

Check out our solutions

Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence

Discover how knowledge management can boost organizational success. Explore challenges, best practices, trends and more.

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knowledge management

Navigating knowledge management: A complete guide for success

Discover digital customer experience success stories and insights from leading financial services brands that can be applied across industries.

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Lessons in customer experience from leading banking and financial services brands

Watch this recorded webinar from Everest Group and TELUS International for new insights to help you skillfully transform your digital customer experience.

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Webinar: How to supercharge your CX with AI-fueled digital transformation

How to supercharge your CX with AI-fueled digital transformation

On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.

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What is the Frank And Oak secret for adapting to changing customer preferences?

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Preview-image COMOEBook 2024

Organizations have a responsibility to create and maintain digital experiences that are truthful, welcoming and safe. Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

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The future of content moderation: Strategies and tools for 2024 and beyond

The words "product-market fit" have adorned tech industry pitch decks for some time. It's a simple concept, really, and something all successful businesses need to prove. To achieve product-market fit, the product(s) you offer as a business must align with the needs of the market. Without such a fit, you might have an idea, but perhaps not a business.

In fact, even if you have product-market fit, and therefore a business, you still might not have a long runway without profitability. This is particularly the case when challenging economic environments make venture capital funding more difficult to come by. That is precisely why scale-ups need to think beyond product-market fit, and strive to achieve profit-market fit.

Harvard Business School senior lecturer Jeffrey Rayport recently described profit-market fit on the HBR IdeaCast podcast. According to Rayport, profit-market fit is achieved when a venture not only shows that it can quickly ramp up revenue and its customer base, but also finds its sweet spot where every new customer brings in additional revenue and incurs only marginal cost. It's at this point, explains Rayport, that a venture "moves towards sustainability."

This major milestone isn't likely to be reached by accident, though. Rather, you need to be deliberate, and deploy strategies to overcome common challenges in the scaling journey.

Many companies, especially those in tech, can be successful in achieving product-market fit, says Rayport during the podcast interview, "But the wheels come off the bus in some way during the scaling phase."

Imagine you head up a start-up that seems destined for unicorn status. You have an app and it's topping the charts. You have customers and your number of active users is going through the roof. To date, your impressive numbers have earned you no shortage of admirers, and by extension, funding. But to get to where you are, you've needed to spend: Your servers, your offices, the growth of your team and a myriad of other costs outstrip the money that your product brings in. As a result, you can't sustain — let alone grow — your business without additional outside funding. Now, facing rising interest rates and economic pressures, that funding looks like it is going to dry up. Put simply, you haven't found profit-market fit — the relationship between the money and the product that enables businesses to steer themselves toward sustainability.

A strong profit-market fit helps you remove internal constraints on your company's growth, and makes you far less dependent on outside funding.

Challenges in establishing profit-market fit

There are, of course, challenges associated with scaling and reaching the point of profit-market fit.

Once there's a good product-market fit, a scaling company must keep up its generated demand and make strides toward product profitability. This brings us back to matters of efficiency — a word that's popping up all across the tech industry and one that's top of mind for start-ups, scale-ups and mainstays alike.  In fact, Meta CEO Mark Zuckerberg even went as far to say, "Our management theme for 2023 is the 'Year of Efficiency,' and we're focused on becoming a stronger and more nimble organization." For tech brands of all sizes, the pursuit of efficiency means keeping costs under control and doubling-down on activities that are generating revenue — but that's not where the work ends.

Other challenges include providing a consistent digital customer experience (CX) as your company grows, and maintaining a coherent organizational culture where people are on the same mission and where their efforts align.

Brian Hannon, global head of customer experience innovation - technology at TELUS International, points to the value of experience when facing challenges in the scaling journey. "Achieving profit-market fit is difficult. It's even harder when you're learning every lesson the hard way," explains Hannon. "You can build up a lot of momentum as a hit tech company, but it's easy to run into real challenges if you don't have a firm grasp on how to scale in a sustainable way."

Outsourcing digital CX to reach profit-market fit

One way to scale with efficiency in mind is to outsource aspects of your digital customer experience.

Keeping your CX in-house means dealing with sudden peaks and dips in demand that quickly become costly on the hiring front, to say nothing of the complexities that come serving new markets and establishing operations in new geographies. What's more, outsourcing can save scale-ups from having to bear the full cost and risk associated with big and potentially transformational technological investments.

You can't overlook the value in an outsourcing partner's experience either, explains Hannon. "They'll have worked with countless companies before, and will be able to provide direction from lessons learned. An outside perspective on where you can introduce greater efficiency can be a real asset as you grow."

Today, conversations about efficiency have a way of leading to automation like robotic process automation (RPA). This form of automation provides around-the-clock capabilities, produces replicable results at scale and handles repetitive tasks so your team members don't have to. These capabilities enable automated service channels — such as chatbots and intelligent FAQs — that play an important role in a modern digital customer experience operation. With the expertise of a proficient outsourcing partner, introducing automation becomes less resource-intensive.

"It can feel safe to stick with what you know. But to make the progression from product-market fit to profit-market fit, brands need to keep an open mind to new technologies, and new ways of bringing efficiency."

Outsourcing with TELUS International for next-generation, digitally led customer experiences means benefiting from 18 years of history and global reach that has served more than 650 global clients in 30 countries of operation. Reach out today to learn more about how we can help your scaling company achieve profit-market fit.

You've heard of product-market fit, but what about profit-market fit? Learn the difference and how scaling tech brands can achieve it.

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profit market fit

Why achieving profit-market fit is essential for scaling brands

Maximize the value of your network

Implement industry-leading infrastructure

See how we worked with TELUS Communications to design, build and deliver an integrated network design solution that meets the needs of their customers. This video case study, which features leaders from TELUS Communications and TELUS International, describes how the partnership led to efficiency gains and an enhanced network defined by high performance, reliability and scalability.

See how we worked with TELUS Communications to design, build and deliver an integrated network design solution that meets the needs of their customers.

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Delivering transformative network design services for TELUS Communications

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Want to speak with a Process Consulting expert?

Uncover how TELUS International’s business process consultants helped a leading financial services brand optimize its operations, enhance its customer experience (CX) and advance its digital transformation journey.

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Optimize your operations

Streamlining operations and advancing the digital transformation journey of a leading financial services brand

Everest Group Data Annotation and Labeling (DAL) Solutions for AI/ML PEAK Matrix® Assessment 2024

Discover why TELUS International has been named a Leader in Everest Group's Data Annotation and Labeling (DAL) Solutions for AI/ML PEAK Matrix® Assessment 2024.

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Discover how TELUS International successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

Implementing robotic process automation to streamline critical procurement processes

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Digital CX for card services - Asset image

See how TELUS International can help card services brands meet rising consumer expectations through high-tech, high-touch customer experiences.

Holistic digital customer experience solutions for card services

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EITK support resource

Access the latest survey results and stay on top of customer experience (CX) developments in 2024 with this new report by Execs In The Know, sponsored by TELUS International.

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EITK support

Execs In The Know: 2024 CX Leaders Trends & Insights

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Explore how TELUS International helped a leading frozen food company maintain a smooth and seamless connection between its SAP application and business intelligence tool using robotic process automation (RPA).

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Transform your operations with a cutting-edge RPA solution

Streamlining sales order reporting using robotic process automation

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Discover how TELUS International implemented a robotic process automation (RPA) solution for a leading frozen food company to eliminate manual processes and reduce human error.

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Revolutionizing the appointment management process for a frozen food giant using robotic process automation

Uncover how a mix of human interaction and automated tools can help card services brands build digital customer experiences that foster customer loyalty.

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card-services

Going beyond transactions: How card brands can offer elite digital CX

Infographic: 2024 customer service preferences

No one wants to be stuck on hold with customer service, but would you be willing to wait a little longer to save a few dollars?  78% of Americans would! TELUS International recently conducted a survey that explored the customer service preferences of consumers today. Explore the results below to learn how customers want support from brands.

TELUS International recently conducted a survey that explored the customer service preferences of consumers today. Explore the results.

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2024 customer service preferences 

On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future.

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Has the time come to prioritize voice-first experiences?

On this episode, we discuss customer experience trends — and how these trends are impacting CX leaders’ priorities in 2024.

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What trends are shaping customer experiences in 2024?

This year's digital customer experience trends have the potential to make an enduring impact for years to come. See what five trends made our list.

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Five digital customer experience trends to consider for 2024

IDC MarketScape: Worldwide Data Labeling Software 2023
Vendor Assessment preview image

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This global assessment evaluates vendors offering data labeling software technologies and capabilities.

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IDC MarketScape: Worldwide Data Labeling Software 2023 Vendor Assessment

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TELUS International completed a secure, in-facility annotation project for Thorn, a non-profit organization dedicated to protecting children.

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Meeting the complex data annotation requirements of a unique non-profit organization

On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX).

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What do people get wrong about automation?

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Everest Group, supported by TELUS International, surveyed 200 customer experience leaders from around the world to determine their enterprise readiness for the adoption of generative AI (GenAI). Discover the results. 

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Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management

Banking and financial services leaders are facing a number of economic headwinds. You need innovative solutions to prioritize your customers while increasing operational efficiency, empowering employees and strengthening governance.

From streamlining complex processes to enhancing customer engagement, this webinar is your golden ticket to unlocking the true potential of automation. Watch now to gain a competitive edge and access tips for how you can transform your customer experience strategy. 

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Key takeaways

Discover how to leverage automation to elevate the banking customer experience

Nigel Devaraj

Ken Mertzel

Lori Branton

global industry leader — financial services

Are you ready to take your customer experience to the next level?

From streamlining complex processes to enhancing customer engagement, this webinar is your golden ticket to unlocking the true potential of automation. Watch now to gain a competitive edge and access tips for how you can transform your customer experience strategy.