Hungary's Magyar Telekom Modernises Branch and Call Centre

Magyar Telekom – SempTech's SNAP Success Story

Hungary’s Magyar Telekom modernises Branch and Call Centre Sales and Service operations with a new Digital Front-End Solution created with SempTech's SNAP

“Using SempTech's SNAP to build our new Digital Front-End we have reduced the average sales processing time from 50 minutes to 15 minutes with the customer journey reduced to as little as 3 clicks.”

Istvan Kiss – Senior Project Manager, Magyar Telekom

The Deutsche Telekom subsidiary, Magyar Telekom, is the number one fixed-line telephone service company for families and businesses in Hungary. With 2 million customers and 5 million mobile subscribers, it is also the leading cell phone carrier (Hungary has a population of just over 10 million citizens). The company offers cable,

www.semptech.com Magyar Telekom – SempTech's SNAP Success Story

satellite, and Internet television to around 630,000 customers and Internet services to around 645,000 customers. The Deutsche Telekom subsidiary's services are branded as T-Mobile and it is committed to a strategy of innovation and continuous development of new, cutting-edge services.

Magyar Telekom know that customer satisfaction is critical in their dynamic and rapidly changing industry and wanted to transform customer service in its retail branches and call centres, by providing customer facing staff with a single unified customer-centric Sales & Service application.

The Challenge – Multiple legacy applications

Prior to working with SempTech's SNAP, Telekom’s customer facing staff needed to switch between four separate legacy applications in order to engage with customers and deal with their needs. This was increasingly proving to be an inefficient and frustrating experience for their customers and staff alike.

In early 2018 Telekom, with its long-term IT partner, F12 Ltd, made the decision to build a new Digital Front-End application for its sales and service organisation which could provide a complete 360-degree view of its customers and help drive incremental sales opportunities.

Telekom needed to build a unified system quickly, in an iterative way, at low cost to provide a more personalised experience for their customers.

The Solution – One unified front-end solution

Using SempTech's SNAP’s revolutionary next generation visual application platform, which is purpose-built to enable the rapid construction and deployment of modern digital business applications, they were able to create this solution without the need to resort to manual coding.

SempTech's SNAP has enabled Telekom’s business users and IT team to leverage a highly collaborative design thinking approach and accelerated design methodology to deliver digital innovation to the business.

Business users and IT personnel work together on the solution and design visually, whilst production quality HTML5, JavaScript and PHP code are generated automatically from a library of pre-fabricated building blocks.

This collapses the traditional development lifecycle dramatically, enabling Enterprise Grade production code to be built in a fraction of the time and cost when compared to existing development methodologies and the manual coding approach.

www.semptech.com Magyar Telekom – SempTech's SNAP Success Story

The Result

By adopting SempTech's SNAP’s platform and development methodology, Telekom was able to build the new unified Front-End Solution in 3 months.

The system unifies disparate data from up to 20 separate back-end data stores to provide a full 360-degree view of each customer and a complete customer history. Staff can now make informed decisions in real-time to deliver a more personalised customer experience and explore incremental sales opportunities.

Since going live with Phase 1 of their solution, Telekom have continued to innovate their business with monthly application releases. Telekom have built an enhanced personalisation engine into the system, which recommends the best services, discount levels and payment plan for each individual customer based on their usage/spend history and loyalty with Telekom overall.

The new system is used by over 1,000 customer facing staff in the consumer business and employee satisfaction has increased measurably due to the speed and efficiency of the design and user experience. As you can see all business relationships a client has, it helps their agents to upsell and cross-sell from their entire portfolio of Land line, Mobile, Broadband and TV services.

The business is very pleased with the increase in staff productivity, as well as with the improvements in customer satisfaction and net promoter scores as a result. Further phases of their application strategies are already in the design stage with further implementations planned for later this year. Phase 2 will see the system rolled out to their business sales team. Phase 3 will deliver customer self service solutions.

“With SempTech's SNAP we are building modern digital applications rapidly whilst reducing the overall cost of development. Our customer’s expectations are changing constantly, so we need an agile development approach to improve the digital experience and innovate new business models.”

Istvan Kiss – Senior Project Manager, Magyar Telekom

www.semptech.com Magyar Telekom – SempTech's SNAP Success Story

The Benefits

SempTech's SNAP helps support Telekom’s growth strategy which is to:

- Lead in Customer Experience - Lead in Technology/Networks - Lead in Business Productivity

SempTech's SNAP provides a single repository for building, storing, sharing and re- using all of the components needed to generate Enterprise Grade business applications needed for today’s Digital Transformation initiatives.

This enables Telekom to respond to changes in customer’s needs and to innovate their business by delivering new functionality and features at a fraction of the time and cost compared to the traditional development approach used in the past. SempTech's SNAP has enabled Telekom to:

• Bring all their back-end data into a single digital front-end solution

• Collaborate with their business users to visually design the system requirements and get it right first time

• Rapidly build modern digital business applications for any device at half the cost, reducing their application backlog

• Continuously innovate their business using a high cadence release cycle

• Bring in less experienced “tech-savvy” resources into their teams and make them highly productive contributors in a matter of weeks

• Implement SempTech's SNAP’s Agile development approach to satisfy the business demand for ever more applications

• Rapidly enable new services, plans and business models to be implemented

• Reduce the need for experienced high cost programmers

• Use test script management to fully automate testing and deployment

“The feedback from the users has been great. They are so much more productive now and are excited about using the application and the new features we are releasing.”

Istvan Kiss – Senior Project Manager, Magyar Telekom

www.semptech.com Magyar Telekom – SempTech's SNAP Success Story

To learn more about how SempTech's SNAP can create innovative digital solutions to transform your business, please contact us.

+44 (0) 7497 895 663 [email protected] www.semptech.com