debitel

The customer: debitel

What analysts are forecasting for the IT structures of the future is already a reality at debitel. Using CoreMedia CMS debitel has successfully combined document-, knowledge- and content management in an enterprise-wide standard information management system. The new infrastructure results in the following benefits for debitel, a network-wide provider of telecommunication services: an optimized customer management process which eases the workload of debitel employees and increases customer satisfaction and profitability, thus strengthening debitel's position with its more than 9.75 million customers. Through its choice of system for an enterprise-wide IT structure debitel has laid the foundation not only to meet today's requirements but also to meet those of the future: the deciding factor when choosing the system was the easy extension of the intranet solution for the integration of product and customer databases as well as the complete personalization of content. The consultancy firm Capgemini supported debitel during the implementation.

The challenge: improved customer service by improved staff information

With the introduction of a central content management system debitel pursued two important aims. The first was the implementation of a homogeneous data structure using a standard information system and the second was the conversion of passive data into active information for the company and its customers. To achieve this all of the enterprise-wide relevant information, which was managed partly in Lotus Notes databases and partly in Word, Excel and Access documents, was migrated to CoreMedia. The information is now available to debitel employees, for example, via two call-centres, in the intra and extranet and is sorted according to user groups.

The solution: enterprise information platform

As a network-wide provider of telecommunication services, debitel has to provide the latest information from all network operators to its employees and customers. With the solution based on CoreMedia CMS debitel implemented a fail-safe system which provides linear scalability to cope with increasing demands. A company editorial department maintains the new information and press releases of the various network operators centrally in the CoreMedia solution and delivers them to more than 2,000 debitel employees throughout Germany. Using CoreMedia CMS, debitel has introduced an IT architecture which reduces processing times, leads to substantial savings and allows employees to concentrate on the important task of customer care.

"Through implementing of CoreMedia CMS we were able to identify ways to make savings shortly after launching our intranet. At the same time we were able to extend out customer service and can optimize it in the future without needing to add to our IT structure" remarks Thomas Treutler, head of enterprise information management at debitel, on the new IT structure based on CoreMedia CMS. The recent success is further confirmed in the third quarter report in which debitel curbed the sector trend and performed positively in terms of increasing customer loyalty and growth.