Enabling digital transformation through robotic process automation at Deutsche Telekom
- 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.
| Author: | Manfred Schmitz, Christian Dietze, Christian Czarnecki |
|---|---|
| DOI: | https://doi.org/10.1007/978-3-319-95273-4_2 |
| ISBN: | 978-3-319-95272-7 |
| Parent Title (English): | Enabling digital transformation through robotic process automation at Deutsche Telekom |
| Publisher: | Springer |
| Place of publication: | Cham |
| Editor: | Nils Urbach, Maximilian Röglinger |
| Document Type: | Part of a Book |
| Language: | English |
| Year of Completion: | 2019 |
| Date of the Publication (Server): | 2022/12/07 |
| First Page: | 15 |
| Last Page: | 33 |
| Link: | https://doi.org/10.1007/978-3-319-95273-4_2 |
| Zugriffsart: | campus |
| Institutes: | FH Aachen / Fachbereich Elektrotechnik und Informationstechnik |
| collections: | Verlag / Springer |
