TY  - CHAP
A1  - Czarnecki, Christian
A1  - Hong, Chin-Gi
A1  - Schmitz, Manfred
A1  - Dietze, Christian
ED  - Urbach, Nils
ED  - Röglinger, Maximilian
ED  - Kautz, Karlheinz
ED  - Alias, Rose Alinda
ED  - Saunders, Carol
ED  - Wiener, Martin
T1  - Enabling digital transformation through cognitive robotic process automation at Deutsche Telekom Services Europe
T2  - Digitalization Cases Vol. 2 :  Mastering digital transformation for global business
N2  - Subject of this case is Deutsche Telekom Services Europe (DTSE), a service center for administrative processes. Due to the high volume of repetitive tasks (e.g., 100k manual uploads of offer documents into SAP per year), automation was identified as an important strategic target with a high management attention and commitment. DTSE has to work with various backend application systems without any possibility to change those systems. Furthermore, the complexity of administrative processes differed. When it comes to the transfer of unstructured data (e.g., offer documents) to structured data (e.g., MS Excel files), further cognitive technologies were needed.
Y1  - 2021
SN  - 978-3-030-80002-4 (Print)
SN  - 978-3-030-80003-1 (Online)
U6  - http://dx.doi.org/10.1007/978-3-030-80003-1
SP  - 123
EP  - 138
PB  - Springer
CY  - Cham
ER  - 
TY  - CHAP
A1  - Schmitz, Manfred
A1  - Dietze, Christian
A1  - Czarnecki, Christian
ED  - Urbach, Nils
ED  - Röglinger, Maximilian
T1  - Enabling digital transformation through robotic process automation at Deutsche Telekom
T2  - Enabling digital transformation through robotic process automation at Deutsche Telekom
N2  - Due to the high number of customer contacts, fault clearances, installations, and product provisioning per year, the automation level of operational processes has a significant impact on financial results, quality, and customer experience. Therefore, the telecommunications operator Deutsche Telekom (DT) has defined a digital strategy with the objectives of zero complexity and zero complaint, one touch, agility in service, and disruptive thinking. In this context, Robotic Process Automation (RPA) was identified as an enabling technology to formulate and realize DT’s digital strategy through automation of rule-based, routine, and predictable tasks in combination with structured and stable data.
Y1  - 2019
SN  - 978-3-319-95272-7
U6  - http://dx.doi.org/10.1007/978-3-319-95273-4_2
SP  - 15
EP  - 33
PB  - Springer
CY  - Cham
ER  -