Modernizing mission-critical Siebel CRM to be a system of intelligence in the cloud

Deutsche Telekom AG are a German Telecommunications company headquartered in Bonn and by revenue the largest Telecommunications provider in Europe. Deutsche Telekom was formed in 1995, as the former state-owned monopoly Deutsche Bundespost was privatised.

Deutsche Telekoms' “Fixed-Net” is among the world's biggest CRM systems. For 20 years IBM have been collaborating and innovating with their mission-critical Siebel CRM platform. The system now supports 17,000 concurrent Siebel users, delivering 100,000 orders per day, and 40,000 batch transactions per day. The Siebel CRM application has 200+ connected interfaces and 1200+ defined Siebel workflows.

Now they are modernizing the Siebel CRM implementation by migrating to their own private T-Systems cloud and adopting AI. With their partner IBM, they are increasing AI adoption across the Contact Center, Knowledge database, Business Intelligence, and Test Automation.

ROI related to the CRM system:

• Reduction of downtime, which otherwise could affect 38% of German Internet and TV users.
• 100% performance improvement within 6 weeks.
• Reduction in support costs created by extensive customizations over time.

• Deutsche Telekom are a recognised Solution Innovator, not an Oracle Customer Reference.