DEUTSCHE TELEKOM
another three years of the five-year programme to go . However , as Bauersch adds , it is more complicated than running across a timeline .
“ It is difficult to answer exactly how far we ’ ve come to date ,” he says . “ It is not a result of a disruptive move , more of a step-by-step approach . We always start small , run pilots , carry out trials , ask for feedback and find out if things work . If they do work we start to let them grow . For example , our webchats started on a tiny base for one to two years , then we decided to go for it .”
Despite the complex nature of the transition , some tangible markers have been laid down . Already DT is seeing 5.6 million visits a month to customer service websites , while solution rates have risen from 32 to 42 percent , helping online customer satisfaction reach 120PP , versus 80 for call . It is also being proven from an economic standpoint , the company predicting the period 2015-2019 will deliver about € 350 million in cost reductions .
While the benefits of digitisation appear overwhelming , Bauersch is quick to emphasise that this is about offering a quality choice of services . “ I think an important point to make is that this is not a digital-only plan for customer service ,” he explains . “ We believe in offering customers the choice between digital and a personal service like a call back .”
Deutsche Telekom ’ s Magenta App . has been downloaded more than a million times