- New info service for consumers and small businesses
- Always know when the technician is coming
- "Mein Telekom Techniker" improves customer satisfaction
"Dear customer, our engineer will visit you soon. Just click here to see when. Thank you, Telekom Deutschland." Telekom Deutschland uses this short text to notify its customers who are expecting a visit from a technician. The “Mein Telekom Techniker” (My Telekom Technician) service informs our customers better, letting them know exactly when the technician will visit them. This new service increases customer satisfaction and cuts down on unnecessary trips," says Dr. Ferri Abolhassan, Director of Service at Telekom Deutschland.
Telekom's field technicians perform some 18,000 assignments every day. They connect lines, convert them to IP technology, and clear faults. But they do not always catch customers at home. With the “Mein Telekom Techniker” online service, customers can see when the technician is coming. They receive a text message with a link and the projected arrival time, enabling them to decide whether they still have time for a quick trip to the store, for example. Customers can also provide information if their issue has been resolved in the meantime. This improves the service and helps to avoid unnecessary trips.
How does the service work?
When a technician checks off a completed customer visit on his assignment schedule and calls up the next job, “Mein Telekom Techniker” calculates the distance to the next customer, based on geographic coordinates. The travel time to the next customer is then calculated, including potential additions for railroad crossings or finding a parking space, and then made available online.
Customers welcome transparency
Initial experiences with customers have shown that around half of the users are very satisfied with the new service, giving it an average rating of 4.5 out of 5 stars. Enhancements to the service are already in the works, for example, to enable customers to schedule an alternative appointment.
Visit Deutsche Telekom’s booth in hall 21a at the IFA trade show in Berlin from August 31 until September 05 to experience our products and services live. Deutsche Telekom's entire presence at the trade fair is carbon-neutral – all CO2 emissions generated in setting up and operating the booth are fully offset by carbon-reduction projects abroad.