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.

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Metadaten
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