- 4,600 customers improve service
- 1,280 ideas already discussed
- Online platform and local workshops support specific dialog
One year ago, Deutsche Telekom launched its Ideas Forge (Ideenschmiede,) to give people a way to help shape the company's products and services. 4,600 registered users – whether customers of Deutsche Telekom or not – have contributed their ideas for improvement. The community discussed 1,280 ideas in the first year. 67 projects for optimizing Deutsche Telekom's service have already been realized.
"We want to offer our customers perfect service, and the best way to do so is in close, direct dialog with our customers. In the Ideas Forge, we have created a platform to facilitate this dialog," says Ferri Abolhassan, Head of Telekom Service. "From idea to development and even the launch of new offerings – our customers are our best feedback providers."
Deutsche Telekom's Ideas Forge conducts online surveys and also holds personal meetings with community members, to discuss needs and requests for shaping products and services. Community members contribute their ideas, rate suggestions from other members, or provide their opinions on suggestions and questions from Deutsche Telekom. On-site workshops held in Deutsche Telekom's own "Werkstatt" reinforce the direct interchange with customers.
What customers have changed with Telekom's Ideas Forge
In its first year, Deutsche Telekom's Ideas Forge has already contributed to numerous specific improvements. For example, the community proposed a new name for "MagentaSERVICE", Deutsche Telekom's central customer service app: it is now simply called "MeinMAGENTA" (My MAGENTA). The innovative service that lets Deutsche Telekom customers identify themselves simply with their voice print was given the pragmatic name "SprachID" (VoiceID). This service, which was launched in September 2018, means customers no longer have to provide their customer number to the hotline. The community has also optimized the web interface of “Mein Telekom Techniker” (My Telekom Technician): customers are now informed more quickly about their order status and the estimated arrival time of the technician. Feedback from the online platform has also helped simplify Deutsche Telekom's bills and make them more customer-friendly. People who are interested in participating in Deutsche Telekom's Ideas Forge can register with just a few clicks of the mouse.
The next Ideas Forge will take place on February 4 in Ludwigshafen. Signups are still possible, with two sessions available: 11 a.m. to 2 p.m. or 4 p.m. to 9 p.m.
Über die Deutsche Telekom: Deutsche Telekom Konzernprofil