Case Study: Deutsche Telekom Technischer Service (DTTS) achieves lean, adaptable technical service processes with Software AG ARIS

Deutsche Telekom - Customer Case Study

Deutsche Telekom Technischer Service GmbH (DTTS), a wholly owned subsidiary of Telekom Deutschland with over 18,000 employees, provides on-site consulting, installation, operation and repair, and network management for private, business and carrier customers. Facing duplicated subprocesses across three production lines, DTTS needed a lean process-management approach to capture synergies, reduce modeling and maintenance costs, increase transparency, and allow fast, flexible adaptation to segment-specific requirements.

DTTS adopted Software AG’s ARIS platform—using ARIS Architect to build a standardized, modular process and central data model (covering six levels and roughly 400 basic functions) and ARIS Business Rules Designer to encode customer-segment rules. The result was a single configurable process reused across production lines, eliminating redundant modeling, cutting maintenance costs, improving transparency via the company portal, and enabling faster, more flexible service delivery.

Deutsche Telekom

Georg Dzidt

Process Manager