TELUS Corporation is one of Canada’s leading telecommunications companies, providing a full range of communications products and services for Canadians at home, in the workplace and on the move. Providing Internet services is one of TELUS’ key areas of focus. The company provides dial-up and broadband Internet services to more than one million residential and business customers in Western and Central Canada, making it Canada’s second-largest ISP.

Recently, TELUS market research revealed that Internet security was among the top concerns for over 80% of their online customers. The same survey found that despite these worries, most admitted to forgetting or finding it very difficult to update and upgrade their anti-virus software. As a result, more than 80% had out-of-date security tools on their PCs.

This situation represented both a challenge and an opportunity for TELUS. Providing users with security services on a subscription basis would not only make it easier for people to stay protected, it would strengthen their position as a leader in the Internet service space. Taking on the responsibility for updates and upgrades itself, TELUS would be able to provide customers continuously up-to-date protection as a value added service attached to their monthly statement.

To find the right services, TELUS researched and analyzed all the leading security vendors in the market. TELUS understood that selling branded security services outside of the standard retail channels would require a very different expertise. They wanted an experienced vendor that was focused on delivering services through service providers. They also needed a partner that could provide seamless integration with existing real-time billing and authentication systems to allow for a managed, subscription-based service that was easy on the users and their organization. In addition to technical integration and marketability, TELUS wanted to offer its subscribers the most user-friendly and feature-rich security software on the market to ensure happy subscribers and reduce demands for customer support.

After reviewing all available options, TELUS selected Radialpoint. A company entirely focused on service providers and their customers, Radialpoint provided a user-friendly service that could be easily integrated with TELUS’ complete offering. For TELUS users it offered 100% protection, “right out of the box,” with automatic updates requiring no user intervention. The suite also provided easy integration with TELUS authentication systems with the flexibility to quickly enable or disable services based on user subscription and billing information, remotely and in real-time. In addition, thanks to Radialpoint Servicepoint Application, TELUS gained a powerful service marketing touch point allowing them to launch highly targeted campaigns and transmit them directly to the user’s desktop.

This expertise helped TELUS launch the right services, at the right price, through the right channels. Six weeks following the contract signing, TELUS dial-up and high-speed users gained access to a comprehensive suite of industry-leading Anti-Virus, Anti-Spyware Firewall, and Parental Control services, along with four free services including Pop-Up Blocker, Privacy manager and Form Filler. Flexible billing and activations options allow subscribers to select any combination of services. A single click and username/password entry was all that was required to enable a service, and gain additional protection.  To date, 13% of TELUS customers have subscribed to one or more of the paid subscription services. Building on this success, TELUS plans to offer additional Radialpoint security & utility services to its subscribers in the coming months.

 

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