Cost-efficient 24-hour service
Deutsche Telekom AG (DTAG) is one of the world's biggest Telecom operators, and the market leader in Germany. In search of an efficient Web self service solution for its offering of telephony, DSL and TV, the company opted for SOLVATiO®:
Effective solutions and informative service tickets
DTAG seeks to offer its T-Home customers high-quality, 24-hour service at optimal service costs. iisy AG accepted the challenge, and implemented SOLVATiO® as an online service into the B2C portal. An interconnected ticket server now generates, fully automatically, tickets containing all the results of the diagnosis.
Customers provide the necessary data with ease
Already during the online dialog in the customer portal service area, SOLVATiO® conducts measurements and matches the results against the databases that were set up with SOLVATiO® Process and SOLVATiO® FAQ. The iisy solution then decides, actively and independently, if a ticket is to be generated, off-line diagnostics are to be initiated or whether a call agent has to be involved.
Optimization of call center resources
According to our calculations, a saving of several million euros is possible if roughly 10 to 20% of T-Home customers use the Web self service facility.
"With SOLVATiO® we have improved the efficiency of our T-Home service to our customers' satisfaction. Using the online solution, we were able to extend our service offering to 24h - and raise cost efficiency." Josef Scherl, Head Service Operations Management, Deutsche Telekom AG
