The result of our work

How to improve the Service of the IT with reduced Budget

The Allianz company health insurance fund evolved from a “care provider on request” into a modern service provider. In order to strengthen its position in the eliminatory competition the goal was to achieve a higher customer satisfaction. Therefore some arrangements were agreed on - thereunder the consolidation of decentralised service points into one location. O'Donovan's task was to equip the consolidated location with a new IT as well as a new telecommunication structure. more

How to use Online Services for economical benefits within the customer service organisation

Since July 2007 a subsidiary of the Deutsche Telekom AG offers low priced broadband internet access, internet telephony and mobile communications nationwide. The customer care department had to deal with two important questions: How can service quality keep up with customer growth and how can we simultaneously reduce the amount of customer contacts? An ambitious balancing act. more

“The IT ought to support the business processes!”
How to realise within a large scale Pan European IT- Project

The Thomas Cook Group plc with its round about 22 Million customers and 310000 employees belongs to the biggest travel organizations worldwide. The company and its different brands, thereunder Neckermann Reisen, Thomas Cook Reisen as well as the airline Condor have representations in 21 countries. With the objective of developing a new trendsetting/forward looking booking entry system the project Globe was started. more

Three divisions with over more than 80 million customers in the areas of internet, fixed line network and mobile communications: How do you establish professional service processes for a unified customer database?

T-Mobile was founded in 1993 as a commercial autonomous affiliate of the German Telekom. Today the company is with more than 44.000 employees one of the most successful mobile network operators worldwide and the nationwide market leader. The integrated customer data base (iKDB) was a premiere for the German Telekom and a thrilling challenge for the O´Donovan Consulting Corporation. An application which stretches across over multiple Telekom Divisions did not exist so far. more

How to reduce the contacts per member while achieving high customer satisfaction ratings

HappyDigits is a subsidiary of Deutsche Telekom and Arcandor and operates Germany's largest customer loyalty program. An outsourced service center is charged with responding to the steadily increasing number of inquiries from about 27 million members. The stated goal of the project was to manage this growth and to establish one of the best customer service units in Germany while preventing an increase in the daily number of customer contacts (approximately 10.000 calls and about 2.000 written inquiries). more

How can we position our customer service for growth and achieve measurable results?

Primacom AG ranks among the three largest cable network operators in Germany. The company offers a wide variety of digital and interactive services. Due to the introduction of new products and services as well as to the rapid expansion into new geographical regions, the number of customers was expected to increase significantly. more

How can we successfully turn around the operation of a customer service hotline in only six months?

DB Dialog GmbH was founded in 1996. It provides in-house call center services to Deutsche Bahn and is responsible for managing a wide range of Germany-wide projects. Their main focus is on travel advisory services. In addition, the company also undertakes other projects for the Deutsche Bahn group and provides outsourcing services to external customers as well. more

How to set up a fully functioning IT helpdesk in six weeks.

T-Mobile Germany, the market leader in mobile communications in Germany, was founded in 1993 as a subsidary of Deutsche Telekom. T-Mobile now has 40 million customers. Their has been an exceptional increase of prepaid contracts during the last few years and this is expected to continue. It is of crucial importance for this product that the technical infrastructure for recharging the cars with credit is reliable and available at any time, with a maximum error rate of 0,01%. more