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Case Study

Deutsche Telekom integrates more than 700 HR processes into one, unified platform

  • Replacing and consolidating several legacy platforms
  • Creating simplified employee access to HR services
  • Enabling employees and HR agents to do more valuable work

“With our new customer service solution, we will create the next step towards a future-oriented HR landscape and therefore represent the next evolutionary stage.”

The Business Issue

Deutsche Telekom is one of the largest telcos in the world – with more than 200,000 employees and many different subsidiaries. Over the years, frequent changes to work law and other regulations were making Deutsche Telekom’s HR processes more and more complex and difficult to handle. To increase overall employee satisfaction, the organization’s more than 700 human resource processes as well as the respective web-self-services needed to be redesigned, optimized, and built for change. Additionally, modern and intuitive voice, chat, and email contact channels needed to be provided.

The Solution

Deutsche Telekom partnered with Pega to empower employees with a new, stronger solution: HRcules. This HR Customer low-effort system replaces several Deutsche Telekom legacy systems, e.g., the HR order management system and the call center application.

HR processes and information are now in the process of being unified in one place – whether the employee uses web-self services or contacts the HR call center: the experience is frictionless. With the ease of the new platform, HR agents will have more time to focus on providing great service for their current and retired colleagues.

The project, which got underway in May of 2020, has faced the challenges that come with the reinvented working model brought on by the pandemic. Despite the challenges of virtual-only working model, the development team could quickly get started. Pega's low-code, visual UX has made it easier for both IT staff and business stakeholders to collaborate, effectively and efficiently building out the necessary processes.

The Results

With Pega, Deutsche Telekom is on its way to:

  • Increasing overall employee satisfaction
  • Replacing and consolidating several legacy systems
  • Building agility into more than 700 HR processes in a single system
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Industry: Communications Service Providers Product Area: Customer Service Solution Area: Customer Service
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