Telekom: a strong partnership
With around 22 million mobile and 20 million landline customers in Germany alone, Deutsche Telekom is one of the leading integrated telecommunication companies.
Arvato has provided a wide range of services to Deutsche Telekom AG for many years and is the company’s strategic partner when it comes to CRM solutions.
Telekom offers its clients a comprehensive customer service across many contact channels.
In times where unforeseeable customer concerns arise, for example when services are disrupted due to bad weather, special processes and solutions are needed to enable customer service representatives to respond flexibly and reliably to resolve such issues.
Supporting the customer service representatives with innovative solutions is particularly useful in the case of complex or infrequent processes.
Based on an IT platform, Arvato developed a knowledge management system which uses a managed workflow to handle complex technical processes in a simple way.
During the summer, thunder storms frequently occur, resulting in outages and therefore many customer queries. In such cases, the necessary knowledge provided by “Enterprise Knowledge Management” can be made available quickly to a large number of employees who can then competently deal with customer concerns.
Developing and operating an IT solution to provide a managed workflow for customer service representatives
Designing and providing a graphical user interface with structured and situation-specific instructions on what action to take and what advice to give
The editing of the system ensures that all topics are displayed in full, showing their current status
Detailed live monitoring through a back-end process makes it possible to adapt the system on the same day