Evolution of employee services: Turning customers into fans

Deutsche Telekom is one of the largest telcos in the world – with over 200,000 employees and many different subsidiaries. Deutsche Telekom Services Europe (DTSE) is the Multi Shared Service powerhouse for building innovative solutions for the whole Deutsche Telekom Group, ranging from automatization solutions to data processing and mining.

DTSE partnered with Pega to increase overall employee satisfaction by offering fast, simple, and targeted services end to end. The new, stronger solution, HRcules, replaces several Deutsche Telekom legacy systems, e.g., the HR order management system and the call center application.

HR processes and information are now in the process of being unified in one place – whether the employee uses web self-services or contacts the HR call center: the experience is frictionless. With the ease of the new platform, HR agents will have more time to focus on providing great service for their current and retired colleagues.

Watch this video to learn from Matthias Maschke, Senior Vice President HR Services Europe, Deutsche Telekom, how Deutsche Telekom is the driving digital transformation of HR services.