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M2 is a full service telecommunications provider providing fixed line mobile and data services
to Australian businesses and internet service providers Australia wide. W
e have about 430 employees in our group, both in Australia and in New Zealand and we have
annualised revenues of about 430 to 440 million dollars.
>> M2 have been through quite a bit of change over the last 18 months. They’ve acquired
quite a few companies which they’ve had to integrate into their business
>> We have expanded the business by more than 100% in that time, we’ve expanded both by
organic growth and by selected acquisitions including People Telecom and Commander.
The challenges of growth and acquisitions are many and varied, at a cultural level it’s
a very substantial expansion phase we have had to accommodate in terms of additional
head count across the business and also operationally; systems, procedures, technology, across the
business have had to be looked at
>> Telstra Wholesale saw an opportunity to work with them on some process refinement
to help them through that difficult process
>> We offered the service and expertise of our Telstra Wholesale business integration
team. Telstra Wholesale’s process improvement workshop was about understanding M2’s opportunities
to deliver operational excellence and also creating alignment with Telstra Wholesale's
The M2 workshop was introduced by Geoff Horth the operations director, and it was about
setting the baseline for where M2 was today and where they wanted to be in the future
>> During the workshop we focused on process improvement communication and reporting.
The core of the workshop was based on brainstorming and prioritising opportunities for M2.
>> M2’s team responded fantastically to the Telstra Wholesale process improvement
workshop, to the extent that it gave them a fantastic additional support through a very
challenging phase for our business.
Telstra Wholesale was willing to get under the hood of our business and give us guidance
as to where we could do our business better in various regards
>> It was really great to engage different areas of the Telstra Wholesale business directly
with our customers, and we’ve got a great team at Telstra Wholesale, with lots of skills
and it was just great for them to engage with M2 in that way and offer that value add
>> Our operating systems, our technical systems and procedures were analysed basically end
to end through the workshop, and it gave our company a great deal of benefit
From a customer focus perspective, Telstra Wholesale does try to understand our business,
it does try to appreciate what our customers' requirements are and tailor its products and
The M2 relationship with Telstra Wholesale going forward is more important than ever.
This industry is going through some unprecedented change and challenges, and to know that we’ve
got a Telstra Wholesale that is actually attentive to our requirements and is focused on the
future, gives us confidence that we’ve got a good partnership in Telstra Wholesale as
we continue to build our business