Case Study: Türk Telekom achieves higher customer satisfaction and a 68% TCO reduction with Oracle Exalogic and Exadata

Türk Telekom Increases Customer Satisfaction by Empowering Customer Care Centers with Extreme Application Availability and Performance

Türk Telekom, Turkey’s leading integrated communications and cloud‑technology provider with nearly 40 million subscribers and more than 33,000 employees, needed to modernize its mission‑critical Siebel CRM used across round‑the‑clock customer care centers. The company’s goals were to improve agent experience and customer service by eliminating long planned downtimes and frequent unscheduled outages, and to cut operating costs by consolidating eight CRM servers onto a single, easier‑to‑manage platform.

Türk Telekom migrated Siebel CRM 8.1 onto Oracle Exalogic and Exadata (connected via InfiniBand) with support from Oracle Advanced Customer Support and Accenture, achieving a one‑week, zero‑defect go‑live. The move delivered a threefold average query speedup (tenfold for some queries), reduced planned downtime from 10 to 3 hours and unplanned downtime by ~70%, consolidated infrastructure, and cut five‑year total cost of ownership by 68%, enabling faster agent response and higher customer satisfaction.

Türk Telekom