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?

„O'Donovan developed and successfully integrated across the group service processes for the integrated customer data base. The customer database query with its professional support structures has become one of the core applications within the affiliated group.”
Michel Ruggeri, IT-Service-Management, T-Mobile

The assignment	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. In order to assure the iKDB services the development and implementation of the business core processes was done within eight weeks: with the aid of a front end system the iKDB enables the access to a variety of data bases across the Telekom group – provided the given customer´s consent.

The components	Design and establishment of all necessary IT processes according to “ITIL” with interfaces to five subdivisions of the Telekom. Realization of Workshops in order to define the collaboration of more the thirty support units within the affiliated group. Definition of process standards for applications across the group as well as the issuing of process handbooks. Creation of Monitoring and reporting tools with more than twenty measuring points. Implementation of safety and data security precautions in preparation for the “TÜV certificate”. iKDB operative was the first application which got the “TÜV certificate of certified online applications” across the group. Continuous improvement of all established IT processes among other things through monthly quality workshops and biweekly expert meetings.

The result	Within one year all IT processes gained a high level of maturity – an important basis for stable operations which result in a high availability of the application. Right after the “Go Live” three affiliates used the iKDB which already was one of the TOP 50 applications across the group. More than 500.000 customer data requests per month prove the successful usage.

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?

The assignment

The components

The result

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