We worked with Telstra InfraCo to improve complex quote-to-order journeys, with a focus on clearer self-service, multisite ordering, and more effective assisted workflows.
Telstra InfraCo needed to improve complex quote-to-order journeys within an existing platform environment shaped by longstanding operational and technical constraints. Customer-facing workflows had become difficult to navigate in more complex scenarios, making it harder for wholesale customers to move through quoting and ordering with clarity and confidence.
Hinterlands was engaged to map current-state friction, clarify key customer workflows, and define a more usable experience direction that could be delivered through staged modernisation rather than a full platform rebuild. This included improving journey structure, supporting clearer self-service progression, and creating a more practical foundation for implementation across existing systems and delivery partners.
One of the most important opportunities in the program was improving quote-to-order journeys for wholesale customers managing multiple sites. In the existing experience, that complexity made it harder for customers to move through self-service with confidence, especially when different sites introduced different requirements, dependencies, or decision points.
Hinterlands shaped a more usable workflow that kept the wider journey intact while allowing more complex site-specific scenarios to be transferred into assisted handling where needed. This created a clearer path through self-service, supported better continuity between customer and internal team actions, and reduced the likelihood of users losing progress when the process became more complex.
Customers move through quote and order steps across multiple sites within one connected workflow.
More complex site requirements can be handed to internal teams without disrupting the wider customer journey.
Once site-level issues are resolved, customers return to the right point in the journey rather than starting again.
Hinterlands helps organisations improve digital services through connected strategy, design, engineering, content, community, and AI-enabled delivery. We work across self-service, knowledge, support, and operational workflows to create clearer customer and member experiences, stronger service environments, and practical transformation paths that can move confidently from concept into implementation.
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