TELUS Business Model Canvas

TELUS Health actively partners with a broad spectrum of healthcare organizations, including hospitals, clinics, and provincial health authorities. These collaborations are fundamental to deploying and scaling digital health solutions across Canada, aiming to enhance patient care and operational efficiency.

In 2024, TELUS Health continued to expand its network of healthcare partners, facilitating the adoption of its electronic health records (EHR) and virtual care platforms. For instance, its partnership with Alberta Health Services is a key driver for the province's digital health transformation, impacting millions of patient records.

These key partnerships enable the seamless integration of TELUS's IT infrastructure and digital health services. This integration is crucial for improving health outcomes by providing better access to patient data, streamlining administrative processes, and supporting remote patient monitoring initiatives.

TELUS's key partnerships are diverse, spanning technology providers, infrastructure owners, healthcare entities, media companies, and community organizations. These alliances are crucial for network expansion, service innovation, and social impact initiatives. For example, in 2024, partnerships with Ericsson and Nokia were vital for 5G deployment, while the Terrion joint venture with CDPQ optimized tower assets.

In the health sector, collaborations with provincial health authorities and hospitals, such as with Alberta Health Services, are central to scaling digital health solutions and electronic health records. Media partnerships ensure a rich content offering for customers, enhancing the value of TELUS's entertainment packages.

The company also actively engages with community and social impact organizations, investing in digital literacy and youth education programs. In 2023, TELUS's community contributions exceeded $100 million, with a significant portion flowing through these impactful partnerships.

These collaborations are fundamental to TELUS's strategy, enabling it to deliver advanced services, expand its reach, and fulfill its social responsibility commitments, ultimately driving growth and customer loyalty.

TELUS Health is at the forefront of developing and implementing innovative IT solutions specifically for the healthcare industry. This involves creating and maintaining sophisticated digital health platforms, comprehensive electronic medical records (EMR) systems, and accessible virtual care solutions. These initiatives are crucial for enhancing healthcare access and operational efficiency across Canada.

In 2024, TELUS Health continued its significant investment in digital health infrastructure. For instance, the TELUS Health Electronic Health Record (EHR) platform is now used by over 100,000 healthcare professionals, facilitating seamless information sharing. The company’s virtual care offerings saw a substantial increase in usage, with millions of Canadians benefiting from remote consultations, demonstrating the growing demand for digitally enabled healthcare services.

TELUS's key activities center on network development and service delivery. This includes building and maintaining its wireless and fibre optic infrastructure, a continuous process involving substantial investment. For instance, in 2023, TELUS invested $2.1 billion in capital expenditures, with a significant portion dedicated to network infrastructure. They are actively deploying 5G and expanding their PureFibre internet service to boost speed and capacity.

Beyond network infrastructure, TELUS is heavily involved in service provisioning and management, ensuring reliable delivery of mobile, internet, and TV services. In 2024, their fiber optic expansion continued, aiming to bring gigabit speeds to more homes. They also focus on AI data centers to support their technological advancements. TELUS Health is another crucial area, developing digital health platforms and EMR systems; by 2024, their EHR platform served over 100,000 healthcare professionals.

Marketing, sales, and customer service are vital for customer acquisition and retention. In the first quarter of 2024, TELUS added 216,000 net new customers, demonstrating effective strategies. Research and development, particularly in AI and machine learning, drives innovation, with capital expenditures in 2023 reaching $2.8 billion, supporting these advancements.

Spectrum licenses are the bedrock of TELUS's wireless operations, granting the company the right to use specific radio frequencies for transmitting data and voice. These are not just permits; they are critical assets that directly enable the delivery of mobile services to millions of Canadians. In 2024, the ongoing demand for robust wireless connectivity underscores the immense value of these licenses.

Holding these licenses is fundamental to TELUS's ability to expand its network capacity, ensuring faster speeds and more reliable service for its customers. This is particularly important as data consumption continues to surge, driven by increased use of streaming, cloud services, and the Internet of Things. TELUS's strategic acquisition and management of spectrum are therefore vital for maintaining a competitive edge and supporting future technological leaps like 5G and beyond.

TELUS's extensive network infrastructure, a cornerstone of its business model, encompasses a vast array of fibre optic cables, wireless towers, and data centers strategically deployed across Canada. This robust network is the fundamental enabler for delivering its high-speed internet, dependable wireless, and other critical communication services. By the end of 2023, TELUS reported investing approximately $1.7 billion in capital expenditures, a significant portion of which directly enhances its network capabilities. This ongoing investment ensures the network remains at the forefront of technological advancement, supporting the increasing demand for data and connectivity.

TELUS relies heavily on its highly skilled workforce, encompassing engineers, IT professionals, and customer service representatives. This talent pool is essential for driving innovation and ensuring smooth network operations, directly impacting customer satisfaction. In 2024, TELUS continued to invest in its people, with a significant portion of its operational budget allocated to employee development and training programs. This focus aims to equip its team with the latest expertise in areas like 5G technology and artificial intelligence, crucial for maintaining a competitive edge.

Spectrum licenses are the bedrock of TELUS's wireless operations, granting the company the right to use specific radio frequencies for transmitting data and voice. These are not just permits; they are critical assets that directly enable the delivery of mobile services to millions of Canadians. In 2024, the ongoing demand for robust wireless connectivity underscores the immense value of these licenses. Holding these licenses is fundamental to TELUS's ability to expand its network capacity, ensuring faster speeds and more reliable service for its customers.

TELUS has cultivated a powerful brand reputation, largely built on its commitment to reliability and exceptional customer service. This focus translates directly into customer trust, a vital intangible asset that underpins customer loyalty and strengthens its market standing. In 2024, TELUS was recognized as one of Canada's Most Admired Corporate Cultures, a testament to its ingrained values. Furthermore, the company consistently achieves high customer satisfaction scores, with reports indicating over 80% satisfaction in key service areas, reinforcing the tangible impact of its brand reputation.

TELUS leverages proprietary technology and software platforms as key resources. These include their own digital health platforms, designed to streamline patient care and data management, alongside sophisticated customer experience management systems. For instance, in 2023, TELUS Health reported significant growth, connecting over 100,000 healthcare providers to its digital ecosystem, demonstrating the reach and impact of its in-house technology.

TELUS Health offers advanced IT solutions designed to enhance patient care and streamline healthcare operations. These include virtual care platforms, electronic health records, and digital tools for managing employer health benefits, directly addressing the growing demand for accessible and efficient healthcare services.

In 2024, TELUS Health continued to expand its digital health offerings, with a significant focus on virtual care and data analytics to improve health outcomes. The company reported robust growth in its Health segment, driven by increased adoption of its electronic health records and pharmacy management solutions.

TELUS offers a comprehensive suite of telecommunications and technology solutions, focusing on connectivity, integrated services, health innovation, and customer-centric support. Their value proposition is built on delivering reliable, high-speed networks, simplifying customer experiences through bundled offerings, advancing healthcare through digital solutions, and maintaining a strong commitment to social purpose and community engagement.

TELUS actively engages its communities through its social purpose, aiming to make a positive impact. In 2024, TELUS International, for instance, continued its commitment to digital inclusion programs, reaching over 5,000 individuals through skills training initiatives.

This dedication to community well-being, exemplified by the TELUS Friendly Future Foundation, cultivates significant goodwill and a shared sense of purpose with its customer base. The foundation's contributions in 2024 supported over 100 charities focused on youth development and health.

TELUS fosters strong customer relationships through personalized support across multiple channels, including in-person, online, and via phone. Their commitment to digital self-service, highlighted by a 15% increase in My TELUS app users in 2024, empowers customers and enhances convenience.

Loyalty programs and bundled service offerings are key to TELUS's customer retention strategy, aiming to reduce churn in a competitive market. Proactive communication about network upgrades and new services further strengthens trust and engagement, as seen in a 15% reduction in support calls during disruptions due to timely notifications in 2024.

Call centers and telesales teams are vital touchpoints for TELUS, directly engaging customers for support and sales. These channels handle inquiries, offer technical assistance, and drive revenue through proactive outreach. In 2024, TELUS reported significant investments in enhancing its customer service infrastructure, aiming to improve response times and customer satisfaction.

These direct interaction channels are particularly important for resolving complex customer issues and delivering tailored solutions. They allow for personalized conversations that build trust and loyalty, which is critical in the competitive telecommunications market. For instance, a customer facing a technical problem with their internet service would likely interact with a call center agent for immediate troubleshooting.

TELUS employs a multi-channel strategy to reach its customers, encompassing both physical retail and digital platforms. This diverse approach ensures broad accessibility and caters to varying customer preferences for interaction and purchasing. In 2024, the company continued to refine its channel mix to optimize customer experience and drive sales growth.

The company's physical retail presence, including company-owned stores and independent dealers, serves as a critical touchpoint for sales, support, and product demonstrations. Digital channels, such as the TELUS website and mobile apps, are central to customer engagement, facilitating account management and new activations. Social media platforms are also vital for brand building and direct customer interaction, while call centers and telesales teams provide essential support and drive revenue. Furthermore, a dedicated direct sales force targets business clients with specialized IT and healthcare solutions, and third-party resellers expand market reach and offer specialized services.

Large enterprises and corporations require highly dependable, secure, and high-bandwidth telecommunications and IT infrastructure to support their complex operations. These businesses often demand advanced network solutions, scalable cloud services, and specialized data management capabilities to maintain competitive advantage.

In 2024, the demand for enterprise-grade 5G solutions, crucial for IoT and advanced analytics, continued to surge, with many large organizations investing heavily in private 5G networks for enhanced control and security. TELUS's focus on enterprise clients means providing these mission-critical services, ensuring seamless connectivity and robust data handling for businesses operating at scale.

TELUS serves a diverse customer base, including residential consumers who prioritize reliable connectivity and value-driven bundles, and small to medium-sized businesses (SMBs) seeking scalable, efficient IT solutions. Large enterprises and government agencies represent significant segments, requiring advanced, secure, and compliant network infrastructure and specialized IT services. TELUS Health caters to healthcare organizations, offering critical solutions like EHRs and virtual care platforms to improve patient outcomes and operational efficiency.

In 2024, TELUS continued its strong focus on expanding its PureFibre network, reaching over 3 million premises, directly addressing the residential demand for high-speed internet. The company also saw continued growth in its enterprise and public sector offerings, with a particular emphasis on 5G solutions and cybersecurity. The healthcare sector's digital transformation, driven by the need for interoperable EHRs and expanded telehealth capabilities, also presented substantial opportunities.

TELUS invests heavily in research and development, particularly in cutting-edge areas like artificial intelligence and healthcare technology. These investments are crucial for developing proprietary software and digital platforms that enhance their service offerings and drive innovation. For example, in 2023, TELUS International, a segment focused on digital transformation, reported significant capital expenditures related to technology development and infrastructure.

TELUS’s cost structure is dominated by network infrastructure, including capital expenditures for 5G and fibre expansion, and ongoing maintenance. In 2024, significant investments continued in fibre optic networks to connect more homes and businesses.

Employee compensation, encompassing salaries and benefits for a large workforce across various operational and technical roles, represents a major ongoing expense. TELUS also invests in research and development, particularly in AI and digital transformation, as seen with TELUS International’s capital expenditures in technology.

Customer acquisition and retention costs, including marketing, promotions, and customer support operations, are substantial. In 2024, marketing and sales expenses were a key part of the budget to drive growth across all segments.

Regulatory fees and spectrum auction payments are critical costs for operating in the telecommunications sector. For example, the 2021 spectrum auction highlighted the significant financial commitment required for essential radio frequency licenses, a cost that remains substantial for ongoing operations.

TELUS's Business and IT Solutions revenue stream is a significant contributor, stemming from the delivery of sophisticated IT solutions, robust network services, and comprehensive managed services tailored for businesses and enterprises. This segment is crucial for enabling digital transformation and operational efficiency for their corporate clientele.

In 2024, TELUS reported strong performance in its Business segment, with revenue growth driven by these advanced solutions. For instance, their wireline business, which encompasses many of these IT and network services, saw a notable increase in operating revenue, reflecting the ongoing demand for high-speed connectivity and digital infrastructure among Canadian businesses.

TELUS's revenue streams are diverse, encompassing core telecommunications services, growing digital solutions, and strategic asset monetization. Their wireless and wireline segments remain foundational, driven by subscriber growth and increased service utilization. The company is also actively expanding into higher-growth areas like TELUS Health and TELUS International, demonstrating a forward-looking approach to revenue generation.