How we've accelerated digital initiatives

Unexpected events can be devastating, but they can also be catalysts for important change. Here at Optus, the recent pandemic has been exactly that. To celebrate World Telecommunication Day, we’re looking back at initiatives we accelerated to make customers’ lives simpler and more connected during COVID.

During the pandemic, telecommunications has played an essential role in keeping individuals and organisations connected and running. This highlighted the urgency of accelerating digital transformation and digitalising services to ensure that our customers can stay connected while they work, learn or socialise from home.

This World Telecommunication Day, which recognises ‘Accelerating Digital Transformation in challenging times,’, we are reflecting on how we’ve kept pace with the changing situation during COVID-19 to keep our customers connected to what they love.

We streamlined purchases

We heard that we needed to streamline the way customers sign up with us – and their desire for contactless solutions has grown. So, we became the first Australian mobile network provider to offer an eSIM.

To sign up, customers can buy a digital eSIM at optus.com.au then connect to our network via the My Optus App – a completely digital and contact-free process that can be completed without leaving home.

Learn more about how we've revolutionised the sign up experience >

We delivered fitness content to customers digitally

Did the pandemic force you to change the way you keep fit? You’re not the only one! We launched OS Fitness (our second Optus Sport channel) to deliver Australians the content they need to improve their wellness from home.

With OS Fitness, customers can access content from leading online fitness providers, like Flow Athletic and Fitness Playground. It’s been great to see more than 2,000,000 minutes of content watched and more than 178,000 customers giving OS Fitness a go.

Download the app and try OS Fitness >

We provided more digital service options

We discovered that more than 80% of our customers prefer digital options when they need to engage with us – and prefer to do so both at their leisure or on the go. So, we’ve empowered customers to get support how and when they want to with the options like asynchronous messaging and our Optus AI Assistant Chatbot.

Powered by Google Machine Learning, our bot learns about sentiment and intent – delivering immediate responses to customers’ most-asked questions. The last few months have shown us how valuable this option has been to our customers with our friendly little bot now resolving one in three queries – and freeing up other service channels for more complicated requests.

Learn more about how you can chat with us 24/7 >

What we are seeing at Optus

Not only has the speed of change at Optus been amazing, but so has the speed of uptake by our customers. So here at Optus, we’ll continue to take strides toward a more connected future by creating products and solutions that our customers want and love.