 "Cognizant, T-Systems To Develop CRM, BI Systems For Deutsche Telekom")
Deutsche Telekom’s enterprise customer division, T-Systems, and Cognizant have announced that they will develop business-critical customer relationship management (CRM) and enterprise business intelligence systems for Deutsche Telekom. The two companies will leverage their CRM and data warehousing and business intelligence strengths to plan, design and implement an integrated customer database for Deutsche Telekom and a new portal for sales partners. Deutsche Telekom plans to roll out these modern systems in a phased manner—initially in Germany, and subsequently, worldwide.
Dr Steffen Roehn, CIO of T-Mobile International and director of Information Technology at T-Mobile Deutschland, said, “Deutsche Telekom wants to be at the forefront of the telecom sector. To ensure this, the key is to continuously modernise our IT infrastructure, which we are doing by leveraging T-Systems’ industry expertise and Cognizant’s delivery management capabilities.”
Dr Ferri Abolhassan, head of Systems Integration at T-Systems, said, “The CRM systems that will be built over the next three years are strategically important for the entire Deutsche Telekom group. These next generation CRM and business intelligence systems will bring about noticeable improvements in the service levels to end customers. Both Cognizant and T-Systems are delighted to have been chosen as partners for this strategic programme.”
The integrated customer database will make customer information available more quickly, thereby helping the call centre employees of Telekom Shop to provide seamless customer service throughout Germany. The Deutsche Telekom Group’s sales partner portal—which will replace the systems currently used at T-Home and T-Mobile—will provide the Group’s sales partners with a consolidated and unified system that will modernise the ordering process for retailers, call centres and alternative sales units.
“These systems will help drive the strategic and operational decisions at Deutsche Telekom, thereby enabling the company to optimise its business processes, enhance its customer and supplier relationships and experience, drive costs down and increase the value added services,” said Santosh Thomas, vice president and head of Continental European Operations at Cognizant.