Giving customers the choice to add the things they love
Posted on November 1, 2018
4 min read
Since unveiling our T22 strategy in June we have been working to simplify our products, eliminate the pain points that frustrate customers and create all digital experiences.
In July we removed excess data charges on our new consumer mobile plans giving customers greater cost certainty and eliminating a major pain point.
This week we are taking another step forward by giving customers more choice when creating a home or mobile package.
Our customers can now select their base mobile or home broadband plan and add their choice of the best entertainment, great-value add-on BYO mobile plans, their pick from an expanded range of accessories and devices with no upfront charges, and innovative technology solutions like Smart Home.
For the first time, customers can choose from a selection of high-end devices for the home or on the go – such as smart speakers and connected watches to drones and headphones – and add them to their home or mobile plan with no upfront fees. Customers simply pay the item off over the term of their contract making it a great gifting option.
For example, customers can add BeatsX wireless earphones to their plan and pay it off for $8 per month over 24 months when they maintain an eligible mobile or home service.
The changes are timed just ahead of the holiday season when we know our customers are looking for simple gifting options and compelling ways to stay entertained over summer.
With summer entertainment in mind, we are making it really easy for customers to add Foxtel from Telstra to their plans. Previously we bundled Foxtel from Telstra into our top tier internet bundle. Now customers have the choice to add a range of premium Foxtel from Telstra packages to our small, medium and large home bundles.
This includes adding the Sport and Entertainment pack which now features Fox Cricket – Australia’s only dedicated cricket channel delivering the best line-up of cricket this summer. Or, for customers who take up a new iQ4 set top box, accessing Foxtel’s new 4K channel which features live sport, documentaries and concerts and movies in brilliant detail.
We have taken this simplified approach to our Smart Home service too. Now customers can choose to take up Smart Home as an add-on to either their broadband or mobile plans. They have the choice to purchase devices upfront or over a 24 month term. And, the Smart Home service is now offered as a no lock-in subscription.
Later this year customers will also be able to add Telstra LocatorTM to their Telstra mobile plan helping them find valuables using connected tags and Telstra’s unique Telstra Locator Network. To give customers greater flexibility Telstra Locator will be available as a month to month subscription.
Giving customers the personal choice to add features they value to their service is an important step towards our ultimate ambition of introducing fully modular plans by June 2019 that provide
customers cost certainty, flexible subscription options and the freedom to move between plan tiers on a monthly basis as their needs change.
The next product milestone under our T22 strategy will bring Business Grade service and solutions to small business customers.
In December we are introducing new flexible products for small to medium businesses with no lock-in contracts that will help them to easily scale their operations up and down. We also know our small business customers are looking to us for expert support to keep their operations moving. So we are enhancing our business-grade service with specialists introduced to all our Telstra stores, our online chat service and contact centres and through the launch of specialised small business support for fixed internet products.
How our new approach to plans works
Once customers select a base mobile or home broadband plan they can then choose from:
- Entertainment, including: Foxtel from Telstra with 4K live sports and the new Foxtel Cricket channel or Telstra TV.
- Connected technologies including Telstra Smart Home.
- Their pick of a growing range of high-end tech products with no upfront costs, including: connected smart watches, headphones and home speakers. Customers can add up to five products to their plan and pay the item off over a 24 month terms whilst they maintain a mobile or home internet plan.
- Add-on BYO mobile and tablet plans – offering a simple and affordable way to get more members of a household connected on a phone or tablet without worrying about excess data charges.
Once a customer has assembled their ideal package, it is charged on a single bill.
Rewarding customers this holiday season
Telstra customers will receive a free Google Home Mini with the purchase of any eligible Android device, selected home broadband plans or Smart Home kit. This offer runs until the 25 December or until stocks of the Google Home Mini run out.