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Evolution of employee services: Turning customers into fans

Deutsche Telekom is one of the largest telcos in the world – with over 200,000 employees and many different subsidiaries. Deutsche Telekom Services Europe (DTSE) is the Multi Shared Service powerhouse for building innovative solutions for the whole Deutsche Telekom Group, ranging from automatization solutions to data processing and mining.

DTSE partnered with Pega to increase overall employee satisfaction by offering fast, simple, and targeted services end to end. The new, stronger solution, HRcules, 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.

Watch this video to learn from Matthias Maschke, Senior Vice President HR Services Europe, Deutsche Telekom, how Deutsche Telekom is the driving digital transformation of HR services.


Deutsche Telekom Services Europe is the central multi-shared services unit for Deutsche Telekom Group. We are providing procurement services, financial services, and HR services.

With the help of Pega, we succeeded in doing a seamless integration of our front office and our central case management system, and this helped a lot to have an even better overview on open interactions, on past and ongoing cases and this was very beneficial.

In former times, once a customer called us, we made a ticket out of it, we forwarded it to the right experts, and left the customer more or less alone with the information that his request was accepted.

Now with Pega, with the front office and back office integration, we are doing much better in this regards. We are able to route the customer directly, and moreover, we are providing transparent order status information. This leaves the customer with a clear orientation. He always knows where his order is standing. Secondly, this routing logic also helps us to provide better resolution rates and time.

Our legacy world came with a lot of limitation, especially when it comes to the perception of very fragmented customer journeys. It was quite clear for us that we needed to build up new service capabilities based on a new technology.

The collaboration with the Pega team was a strong one. Pega helped us with its methodology to build up processes in our system in a fast and productive manner. Build up the expertise on DT side as well. Great experience.

Our goal is to push the digitalization automation of HR processes forward in order to provide a better customer experience and in order to come up with more zero-touch processes. We want to utilize the Pega low code functionality in order to shorten our development cycles and to be even more productive.


Industry: Opérateurs télécoms Thème: Agilité métier Thème: Excellence opérationnelle

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