CRMantra enables Deutsche Telekom’s Order Management process – the centerpiece of a high concurrency call center.

High-performance, Streamlined Order Capture Process for 20,000 Happier Users

Deutsche Telekom is one of the world's leading telecommunications companies. It offers its customers the entire spectrum of IT and telecommunications services from a single source.

Situation

Deutsche Telekom was experiencing poor performance and scalability in its 16,000-seat call center primarily due to its overly complex Order Management logic. The company's time-to-market for new products and promotion bundles was too slow.

Deutsche Telekom partnered with CRMantra to provide a scalable, high-performance application to address these problems and to bring the company up to align with industry standards.

Solution

CRMantra approached the solution by first defining clear business use cases and test scenarios. We then re-architected a solution incorporating best practices that will take Deutsche Telekom beyond the industry standard.

The solution specifically involved creating declarative solutions to replace scripted approaches as well as identifying areas to improve performance and scalability. We optimized the company's environment set up variables and SQL queries and streamlined functionality to improve performance.

Results

CRMantra delivered Pricing and Order Capture functionality that incorporates best practices and brings Deutsche Telekom up to industry standards. We also reduced support costs for Deutsche Telekom by reducing the amount of customization and scripting. The performance and responsiveness of the application enhanced user adoption and user satisfaction as well.