EUROPE
“ We don ’ t believe in discriminating channels - that ’ s the reason we don ’ t hide phone numbers on our website ”
– Franz Weisenburger , SVP Customer Experience Management
And Weisenburger adds : “ We don ’ t believe in discriminating channels - that ’ s the reason we don ’ t hide phone numbers on our website .”
New digital arrivals Deutsche Telekom ’ s most significant new digital service comprises the reinvention of the Magenta App . Downloaded more than a million times in the space of seven months , customers are taking to the new features , which include bill details for fixes or mobile contracts , actual data volume , video-chat and easy contact options , along with options for customers to manage contracts and receive push notifications . It is one app for all service and sales functions .
“ Fifteen months ago we had an app which was rated at 1.5 stars ,” says Weisenburger . “ We had to change nearly everything , from the team to the way we work , in order to become more agile . There are a lot of new features which have stabilised the app and now we have a rating of 4.5 stars and 4.5 million users . It has come a long way in a short time . We have just won an award for the best telco app in Germany .”
For Niemeyer , who heads up the customer service team containing Weisenburger and Bauersch , a shift in focus has been the key to recent progress . “ We took a very clear decision to adopt a mobile-first approach , whereas before it was rather about websites , keeping them up to date and doing the back-end integration . We relocated a lot of
www . telekom . com 95