Deutsche Telekom is spearheading a digital transformation journey aimed at enhancing the customer experience for business clients across Europe. The company is rolling out the One Portal, a unified support and sales platform designed to integrate eight different regional business operations. Initially, this service will be available in Poland and a select second market starting in November, as part of a multi-year roadmap.
The initiative is set to revolutionize the B2B client experience by leveraging agile cloud infrastructure and a common operating model. Key elements include digital gateways, customer self-care, and a seamless “single pane of glass” interface. The project emphasizes cross-selling and up-selling, capitalizing on compatibility with existing telecom services.
However, the deployment comes with challenges. Unification of systems across diverse geographical regions involves significant technical complexity. Legacy systems pose integration hurdles, requiring meticulous management to minimize disruption and technical debt. Despite these concerns, Deutsche Telekom believes the scalable out-of-the-box solutions will propel their digital transformation and customer care efforts.
A critical factor in the rollout’s success is harmonization. The platform is expected to harmonize operations while facilitating growth through a common content management system. Companies like AWS and partners such as Software Mind play a pivotal role in this transformation. The relying on these strategic alliances, Deutsche Telekom aims to ensure a smooth transition toward a digital-focused service delivery model.
The planned digital gateway is not just a transformation in technical terms but also a shift in the operational mindset. This adaptability is critical as telecom companies across Austria, Croatia, Czechia, Germany, Greece, Hungary, Montenegro, North Macedonia, Poland, and Slovakia embrace a digital future. As Deutsche Telekom embarks on this comprehensive transformation, the telecom industry will closely monitor the approach and its projected impact on B2B customer interaction.
