Winner: Telstra - Best Tech Awards 2025 Business Transformation
Telstra embeds end-to-end operational excellence with SAP Signavio Download the DocumentSAP Australia and New
Zealand Best Tech Awards
2025
Zealand Best Tech Awards
2025
Best Tech SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Telecommunications https://www.telstra.com.au/Telephony; Internet Services;
Business Services
• SAP Signavio Process Collaboration Hub
• SAP Signavio Process Intelligence
• SAP Signavio Journey Modeler
• SAP Signavio Process Manager
• SAP Signavio Process Governance
Telstra is Australia’s leading telecommunications company, offering a comprehensive suite of services to consumers, small and large businesses, enterprises, and government
organisations. With a workforce of over 30,000 people and operations in more than 30 countries, Telstra plays a critical role in enabling connectivity and digital
transformation across Australia and globally.
Telstra is committed to delivering cutting-edge technology and exceptional customer experiences over Australia’s largest and most reliable network. As part of this
commitment, Telstra partners with leading technology providers such as SAP to support and enhance our core operations.
Our transformation program focuses on embedding strong, scalable, and data-driven processes into the governance, design, and delivery of our products and services. This
ensures we remain agile, efficient, and future-ready in a rapidly evolving digital landscape.
Telstra embeds end-to-end operational
excellence with SAP Signavio
Business Transformation
Industry WebsiteProduct and Services Featured SAP Solutions
Telecommunications https://www.telstra.com.au/Telephony; Internet Services;
Business Services
• SAP Signavio Process Collaboration Hub
• SAP Signavio Process Intelligence
• SAP Signavio Journey Modeler
• SAP Signavio Process Manager
• SAP Signavio Process Governance
Telstra is Australia’s leading telecommunications company, offering a comprehensive suite of services to consumers, small and large businesses, enterprises, and government
organisations. With a workforce of over 30,000 people and operations in more than 30 countries, Telstra plays a critical role in enabling connectivity and digital
transformation across Australia and globally.
Telstra is committed to delivering cutting-edge technology and exceptional customer experiences over Australia’s largest and most reliable network. As part of this
commitment, Telstra partners with leading technology providers such as SAP to support and enhance our core operations.
Our transformation program focuses on embedding strong, scalable, and data-driven processes into the governance, design, and delivery of our products and services. This
ensures we remain agile, efficient, and future-ready in a rapidly evolving digital landscape.
Telstra embeds end-to-end operational
excellence with SAP Signavio
Business Transformation
Challenges
Telstra embarked on a transformative journey to drive operational excellence by embedding SAP Signavio at the core of its processes. The goal
was to unify customer experience, compliance, technology, and operations into a single, decision-ready ecosystem. However, this ambition was met
with several foundational challenges:
Fragmented Process Landscape: Business processes were highly disjointed across functions, with inconsistent standards and unclear ownership.
This fragmentation hindered scalability, diluted accountability, and made it difficult to drive enterprise-wide improvements.
Limited Visibility and Siloed Compliance: While local optimisation improved functional performance, it failed to account for
upstream/downstream impacts. The lack of true end-to-end visibility and reliable metrics, combined with siloed compliance efforts, slowed risk
identification and decision-making, creating governance bottlenecks and exposure in high-sensitivity areas
Capability Gaps in Process Analysis: There was a shortage of skills in data-driven process analysis. Teams struggled to convert operational data
into actionable insights, limiting their ability to support continuous improvement or respond to emerging risks.
Cultural and Structural Complexity: Telstra’s scale and diversity introduced significant structural complexity. Legacy systems and entrenched
ways of working made it difficult to align on a unified approach to operational design and execution. Poor visibility into process dependencies and
inadequate knowledge management further increased the risk of failure during system or operational changes - especially during transitions or
transformation efforts.
Change Fatigue and Engagement Barriers: Previous transformation efforts had led to change fatigue among teams. Engaging stakeholders
meaningfully and sustaining momentum required a fresh approach to communication, empowerment, and value demonstration.
Telstra embarked on a transformative journey to drive operational excellence by embedding SAP Signavio at the core of its processes. The goal
was to unify customer experience, compliance, technology, and operations into a single, decision-ready ecosystem. However, this ambition was met
with several foundational challenges:
Fragmented Process Landscape: Business processes were highly disjointed across functions, with inconsistent standards and unclear ownership.
This fragmentation hindered scalability, diluted accountability, and made it difficult to drive enterprise-wide improvements.
Limited Visibility and Siloed Compliance: While local optimisation improved functional performance, it failed to account for
upstream/downstream impacts. The lack of true end-to-end visibility and reliable metrics, combined with siloed compliance efforts, slowed risk
identification and decision-making, creating governance bottlenecks and exposure in high-sensitivity areas
Capability Gaps in Process Analysis: There was a shortage of skills in data-driven process analysis. Teams struggled to convert operational data
into actionable insights, limiting their ability to support continuous improvement or respond to emerging risks.
Cultural and Structural Complexity: Telstra’s scale and diversity introduced significant structural complexity. Legacy systems and entrenched
ways of working made it difficult to align on a unified approach to operational design and execution. Poor visibility into process dependencies and
inadequate knowledge management further increased the risk of failure during system or operational changes - especially during transitions or
transformation efforts.
Change Fatigue and Engagement Barriers: Previous transformation efforts had led to change fatigue among teams. Engaging stakeholders
meaningfully and sustaining momentum required a fresh approach to communication, empowerment, and value demonstration.
Solution
Telstra’s transformation journey with SAP Signavio was anchored in building a connected, enterprise-wide framework that unified customer experience, technology architecture, and process
governance. Rather than treating these domains in isolation, Telstra aligned its process architecture with strategic business and technology models, embedded customer insights into
operational design, and established clear ownership structures to drive accountability. SAP Signavio served as the backbone of this transformation—enabling consistent modelling,
collaborative design, and intelligent process insights. This foundation supported the rollout of targeted capabilities including real-time analytics, automated governance, and scalable
learning pathways, all contributing to a decision-ready ecosystem that supports continuous improvement and resilient operations.
Real-Time Process Intelligence and Risk Mitigation: Telstra advanced its digitisation capabilities by building end-to-end process data pipelines for critical processes, in partnership with
the Data and AI function (Joint venture with Accenture from April 2025). These pipelines are integrated into SAP Signavio via API, providing real-time visibility into performance, compliance,
and control effectiveness. Using Signavio process intelligence, the system automatically detects deviations, predicts root causes, and identifies improvement opportunities such as fallouts
and bottlenecks. To accelerate this capability, Telstra is co-designing AI-enabled prescriptive root cause analysis with Signavio - combining process patterns with contextual attributes
to recommend next-best actions and proactively resolve issues before they occur. These insights also support the refinement of AI/ML models and simulation of future changes.
Automated Governance and Risk-Aligned Lifecycle Management: To drive process-led transformation, Telstra introduced a centralised, automated governance workflow within
Signavio Governance that ensures process knowledge remains current, accurate, and aligned with business needs. This approach is underpinned by standardised SAP Signavio process
models and architecture, providing a consistent foundation for improvement and innovation. Strong business engagement was key, as it involved embedding ownership, accountability, and
validation cycles into daily operations. The SAP Signavio Collaboration Hub enabled cross-functional teams to co-create, review, and refine processes in real time, fostering transparency
and shared ownership. The governance framework also enabled traceability and alignment with strategic change priorities. In parallel, Telstra integrated its process architecture with
Governance, Risk and Compliance (GRC) systems, supported by defined standards and a unified risk and process taxonomy. This positioned the process as the central lens for risk and
compliance decision-making, linking controls, obligations, and business impact assessments to identify critical processes and inform business continuity planning.
Customer Journey and Enterprise Architecture Alignment: Telstra established a connected transformation framework that integrates customer experience, technology architecture,
process architecture, and organisational accountability into a unified ecosystem. At the heart of this framework is the integration of SAP Signavio Process Architecture into the central Telstra
architecture, creating a single source of truth for business architecture and enabling seamless connectivity between capabilities, platforms, and customer value streams. To embed a
customer-centric lens into process design and improvement, Telstra aligned its internal Customer Experience framework with Signavio’s journey modules. This created a centralised
repository that links outside-in customer insights directly to process data. A key outcome of this alignment is the collaborative development of Telstra’s 5-star journeys, which now serve as
reusable templates for future experience initiatives. These journeys are housed in Journey Modeler, providing a scalable foundation for experience-led transformation - an enterprise
capability that did not previously exist. Notably, Telstra was a design partner for this capability in 2021. This integrated approach ensures that customer experience, process, technology, and
compliance are deeply connected, enabling consistent, customer-centric decision-making and supporting enterprise-wide agility and resilience.
Establishment of a Process Capability Hub, Structured Learning Pathways: Telstra launched a scalable internal consulting service and capability hub to support both process
specialists and business teams in adopting process-led ways of working. This hub provided expert guidance, reusable frameworks, and hands-on support to accelerate maturity across the
organisation. A comprehensive training program was rolled out to uplift enterprise-wide capability in process intelligence, data analytics, and structured problem-solving, anchored in Lean
Six Sigma principles. SAP Signavio played a key role in this uplift, serving as both the foundation and enabler for learning and adoption. Its intuitive modelling environment and embedded
collaboration features allowed teams to explore, design, and improve processes in real time. Signavio’s analytics and journey modules were also used in training to demonstrate practical
applications of process intelligence, helping employees confidently lead improvement initiatives and embed continuous improvement into their functions.
Telstra’s transformation journey with SAP Signavio was anchored in building a connected, enterprise-wide framework that unified customer experience, technology architecture, and process
governance. Rather than treating these domains in isolation, Telstra aligned its process architecture with strategic business and technology models, embedded customer insights into
operational design, and established clear ownership structures to drive accountability. SAP Signavio served as the backbone of this transformation—enabling consistent modelling,
collaborative design, and intelligent process insights. This foundation supported the rollout of targeted capabilities including real-time analytics, automated governance, and scalable
learning pathways, all contributing to a decision-ready ecosystem that supports continuous improvement and resilient operations.
Real-Time Process Intelligence and Risk Mitigation: Telstra advanced its digitisation capabilities by building end-to-end process data pipelines for critical processes, in partnership with
the Data and AI function (Joint venture with Accenture from April 2025). These pipelines are integrated into SAP Signavio via API, providing real-time visibility into performance, compliance,
and control effectiveness. Using Signavio process intelligence, the system automatically detects deviations, predicts root causes, and identifies improvement opportunities such as fallouts
and bottlenecks. To accelerate this capability, Telstra is co-designing AI-enabled prescriptive root cause analysis with Signavio - combining process patterns with contextual attributes
to recommend next-best actions and proactively resolve issues before they occur. These insights also support the refinement of AI/ML models and simulation of future changes.
Automated Governance and Risk-Aligned Lifecycle Management: To drive process-led transformation, Telstra introduced a centralised, automated governance workflow within
Signavio Governance that ensures process knowledge remains current, accurate, and aligned with business needs. This approach is underpinned by standardised SAP Signavio process
models and architecture, providing a consistent foundation for improvement and innovation. Strong business engagement was key, as it involved embedding ownership, accountability, and
validation cycles into daily operations. The SAP Signavio Collaboration Hub enabled cross-functional teams to co-create, review, and refine processes in real time, fostering transparency
and shared ownership. The governance framework also enabled traceability and alignment with strategic change priorities. In parallel, Telstra integrated its process architecture with
Governance, Risk and Compliance (GRC) systems, supported by defined standards and a unified risk and process taxonomy. This positioned the process as the central lens for risk and
compliance decision-making, linking controls, obligations, and business impact assessments to identify critical processes and inform business continuity planning.
Customer Journey and Enterprise Architecture Alignment: Telstra established a connected transformation framework that integrates customer experience, technology architecture,
process architecture, and organisational accountability into a unified ecosystem. At the heart of this framework is the integration of SAP Signavio Process Architecture into the central Telstra
architecture, creating a single source of truth for business architecture and enabling seamless connectivity between capabilities, platforms, and customer value streams. To embed a
customer-centric lens into process design and improvement, Telstra aligned its internal Customer Experience framework with Signavio’s journey modules. This created a centralised
repository that links outside-in customer insights directly to process data. A key outcome of this alignment is the collaborative development of Telstra’s 5-star journeys, which now serve as
reusable templates for future experience initiatives. These journeys are housed in Journey Modeler, providing a scalable foundation for experience-led transformation - an enterprise
capability that did not previously exist. Notably, Telstra was a design partner for this capability in 2021. This integrated approach ensures that customer experience, process, technology, and
compliance are deeply connected, enabling consistent, customer-centric decision-making and supporting enterprise-wide agility and resilience.
Establishment of a Process Capability Hub, Structured Learning Pathways: Telstra launched a scalable internal consulting service and capability hub to support both process
specialists and business teams in adopting process-led ways of working. This hub provided expert guidance, reusable frameworks, and hands-on support to accelerate maturity across the
organisation. A comprehensive training program was rolled out to uplift enterprise-wide capability in process intelligence, data analytics, and structured problem-solving, anchored in Lean
Six Sigma principles. SAP Signavio played a key role in this uplift, serving as both the foundation and enabler for learning and adoption. Its intuitive modelling environment and embedded
collaboration features allowed teams to explore, design, and improve processes in real time. Signavio’s analytics and journey modules were also used in training to demonstrate practical
applications of process intelligence, helping employees confidently lead improvement initiatives and embed continuous improvement into their functions.
Impact
Enabled workflow diagnostics
that uncovered bottlenecks and
root causes in ticket handling
for an enterprise product,
projecting a 7-day reduction in
cycle time - a 35%
improvement.
Achieved a >30-point uplift in
Net Promoter Score (NPS) for a
high-revenue product in
Enterprise.
Delivered a 15% uplift in order-
to-activation performance,
achieving a 90% Fix on First rate
for the activation episode -
contributing to a T25 strategic
consumer metric.
What began as a process initiative has evolved into a powerful, enterprise-wide capability—one that connects strategy to execution, insight
to action, and people to purpose. By embedding process at the heart of how Telstra governs, designs, and delivers change, the organisation
has created a decision-ready ecosystem that drives agility, resilience, and measurable business value.
Telstra’s investment in governance, talent, data, technology, and a connected architecture has enabled the business to scale with
confidence - transforming how problems are solved, risks are managed, and customer outcomes are delivered. Whether through AI-enabled
insights or integrated compliance frameworks, Telstra has laid the foundation for a connected, intelligent enterprise.
This is operational excellence in action - disciplined, data-driven, and people-powered. It’s more than a new way of working; it’s a new
standard for how transformation is delivered at scale.
Telstra’s vision is to deliver prescriptive, explainable insights directly to those who need them most—enabling continuous improvement.
Think of it as having an “Agentic AI Black Belt” by your side: always-on, always ready to act.
Increased process intelligence
in-house capability by 200%
and data literacy by 30% across
process resources, upskilling
over 60 new Green and Black
Belt practitioners in structured
problem-solving and analytics.
Enabled workflow diagnostics
that uncovered bottlenecks and
root causes in ticket handling
for an enterprise product,
projecting a 7-day reduction in
cycle time - a 35%
improvement.
Achieved a >30-point uplift in
Net Promoter Score (NPS) for a
high-revenue product in
Enterprise.
Delivered a 15% uplift in order-
to-activation performance,
achieving a 90% Fix on First rate
for the activation episode -
contributing to a T25 strategic
consumer metric.
What began as a process initiative has evolved into a powerful, enterprise-wide capability—one that connects strategy to execution, insight
to action, and people to purpose. By embedding process at the heart of how Telstra governs, designs, and delivers change, the organisation
has created a decision-ready ecosystem that drives agility, resilience, and measurable business value.
Telstra’s investment in governance, talent, data, technology, and a connected architecture has enabled the business to scale with
confidence - transforming how problems are solved, risks are managed, and customer outcomes are delivered. Whether through AI-enabled
insights or integrated compliance frameworks, Telstra has laid the foundation for a connected, intelligent enterprise.
This is operational excellence in action - disciplined, data-driven, and people-powered. It’s more than a new way of working; it’s a new
standard for how transformation is delivered at scale.
Telstra’s vision is to deliver prescriptive, explainable insights directly to those who need them most—enabling continuous improvement.
Think of it as having an “Agentic AI Black Belt” by your side: always-on, always ready to act.
Increased process intelligence
in-house capability by 200%
and data literacy by 30% across
process resources, upskilling
over 60 new Green and Black
Belt practitioners in structured
problem-solving and analytics.
“”At Telstra, we have transitioned operational excellence from a goal into a discipline that is
evolving across our organisation. Our partnership with SAP Signavio has enabled us to bring
greater transparency, accountability, and agility into our risk and process landscape. We've
worked to align our governance frameworks with better insights and clarity of workflows,
and this has helped us to empower teams to make faster, smarter decisions while
maintaining high standards of control and compliance. This work reflects our commitment to
building a resilient, future-ready Telstra.
Chris Rolland
Chief Risk Officer 2023-2025, Telstra
now Executive Director - Consumer Channel Operation, Telstra Consumer
evolving across our organisation. Our partnership with SAP Signavio has enabled us to bring
greater transparency, accountability, and agility into our risk and process landscape. We've
worked to align our governance frameworks with better insights and clarity of workflows,
and this has helped us to empower teams to make faster, smarter decisions while
maintaining high standards of control and compliance. This work reflects our commitment to
building a resilient, future-ready Telstra.
Chris Rolland
Chief Risk Officer 2023-2025, Telstra
now Executive Director - Consumer Channel Operation, Telstra Consumer