Supporting a Simpler Prepaid Experience for TELUS Customers
On July 1, TELUS reached an important milestone in the transformation of its prepaid business.
TELUS stopped offering new activations through the TELUS Prepaid brand and began directing new prepaid customers toward Koodo Prepaid. The initiative brings the prepaid experience under a more focused model, reducing duplication while creating a clearer path for new customers.
For existing TELUS Prepaid customers, continuity was critical. Their service remains active, with no change to their current plans, account balances, coverage or ability to top up and manage their accounts.
New prepaid customers are now directed toward Koodo Prepaid, with activation available through TELUS and Koodo stores, authorized dealers and online.
Enabling the customer transition
Behind the July 1 milestone was a custom built landing page for customers looking for Telus prepaid service built by an integrated squad made up of team members from TELUS, Amdocs and other consultancies, working across multiple geographic locations.
The squad was established in March and initially supported the Public Mobile App and Web experience before taking on responsibility for Koodo Prepaid web experience. This was the squad’s first project from a Koodo Prepaid perspective, requiring the team to quickly complete knowledge transfer before building, testing and deploying the new customer experience.
As part of the transition, the team developed a dedicated landing page for customers arriving from the TELUS Prepaid website. The page connects the brands and helps new customers understand the prepaid options available to them.
The team also supported the evolution of Koodo’s annual prepaid offering, moving from 360-day to 365-day plans and introducing additional features designed specifically with customers coming from TELUS Prepaid in mind.
A milestone built by an integrated team
This project reflects the work of a deeply integrated team operating across organizations and locations, with a shared focus on delivering the transition while maintaining continuity for customers.
On August 6, team members came together to recognize the work behind this milestone and the people who made it possible.
The celebration marked an important stage in TELUS’s prepaid transformation and recognized the people behind the work, from knowledge transfer through build, testing and deployment, who helped bring the new experience to life.
