Evolving Customer Service through Digital Transformation

Our team at Optus Wholesale is a blend of unique individuals woven together by a common thread: our commitment to providing unmatched service to our customers. Today, we turn the spotlight on an individual who has been an integral part of this fabric for nearly two decades, Mirza Sehic, Director of Customer Service and Digital. 

A Lifelong Journey with Optus

Mirza's journey with Optus can be traced back 18 years to the beginnings of an internal scholarship program. A vast mixture of his experience spans across our Engineering, Retail & Business divisions, which highlights not only the diversity of opportunity he has embraced but also the range and depth of his expertise and experience.

How does this benefit our business and customers? Mirza's 18-year journey with Optus, has equipped him with unparalleled expertise. Today, he leads our Customer and Digital group in Wholesale & Satellite division, with a focus on innovation and customer-centric collaboration, bringing a treasure trove of practical experience to benefit our operations and customers alike.

The Customer & Digital group is dedicated to offering industry-leading customer service across our product portfolio, activating services quickly, and rapidly restoring any interrupted services.

The Customer and Digital group are also responsible for welcoming new customers onto our world-class Optus Network, all while crafting a forward-thinking Digital & Technology roadmap for our internal processes and better customer experiences.

 A Future-Focused Team 

How do they operate?  Under the mantra of "looking beyond today". The Customer and Digital group constantly envisage the future needs of our customers, business, and people, planning for 1, 3, 5, and beyond years ahead.

Their ambition is three-fold. “We want to become a global leader in engagement & dynamic workforce capabilities, to develop an award-winning customer engagement framework, and to provide award-winning digital services & zero-touch operations” says Mirza. 

Driving Customer Experience Transformation 

Our focus on customer outcomes leads to strategic decisions that may increase the team's challenges tied with ambitious goals, but ultimately, they elevate our customers’ experience.

This commitment to transformation has earned Optus Wholesale recognition from the Customer Service Institute of Australia, with back-to-back wins for Transformation Project of the Year in 2019 and 2020, and another finalist position in 2022.

The Result?

One of our driving behaviours and values at Optus is to simplify processes for both our customers and colleagues. To achieve this, Mirza and the OW Customer and Digital Team has digitised numerous routine functions and interactions to provide better, streamlined customer experience across many interaction points and platforms. The digital transformation gives us the time back to concentrate on adding greater customer value and good customer experience.

This shift has allowed us to prioritise team and outcome-oriented goals over individual productivity. “As a result, our team members have evolved and grown, dedicating more attention to the quality of their interactions and relationships with our customers” says Mirza.

Their efforts have led to Optus Wholesale being officially recognised. We have recently been shortlisted for two award categories for the CX Ashton Media Award 2023:

1.            Best Employee Experience Initiative; and

2.            Excellence in Customer Service: Elevating Customer Care.

Inspiration from Beyond the Office

When asked about the essence of inspirations, Mirza shares that the source of his motivation and leadership approach extends far beyond the confines of office walls.

“I admire the courage exhibited by sports giants like Mohammad Ali, Michael Jordan, and Michael Schumacher. In terms of innovation, Elon Musk's audacity and Jules Verne's ability to dream beyond the realm of the possible serve as major influences on my approach to leadership” says Mirza.

Outside of the workspace, Mirza consciously unplugs and resets with these activities:

Digital Detox: Every now and then, I make a conscious effort to disconnect from technology.

Green Oasis: I am bit of a green thumb; I find solace in gardening. My backyard boasts an array of fruit trees and plants.

Soccer Saturdays: Watching my two sons play soccer is a delight. It's a challenge (and often a joy!) to give feedback and have brave conversations with a 7 and 9-year-old.

Literary Adventures: I love adventure novels. Among my all-time favourites are the classics: "The Count of Monte Cristo" and "Journey to the Centre of the Earth" – and yes, I prefer the original hardcopies over Kindle!

Values: The Architect of Our Approach

Our values at Optus are the backbone of our operations, and the team demonstrates these through relentless dedication to delivering an exceptional customer experience.

Through optimism, courage, and innovation in driving customer service excellence, Mirza and his team embody the core Optus values, always striving for the very best in customer service and digital experiences.

Mirza says it’s all about asking himself and the team “what if?” and “how can we?” –  “My role is to fuel ideas and innovation from customers, colleagues and teams. It is engaging in “possibility” thinking by asking questions how to inspire fresh ideas, spark imagination and explore new possibilities. It is working beyond the methods and practices to date and looking for a path to yes” says Mirza.

Delivering Transformation

So, how does all this translate into benefits for our customers? Mirza aptly sums it up, "Our customers are receiving a service that is globally recognised, future-focused, and transformation-driven."

Our continued pursuit of innovation and unwavering dedication to our customers, underpins our efforts to continually adapt to the dynamic industry demands. With our sights firmly set on the future and a commitment to pushing the boundaries of digital transformation, our mission remains to consistently deliver an unrivalled service experience for our customers.