Case Study: Deutsche Telekom achieves real-time crisis detection and management with Talkwalker

Real-Time Crisis Management using a Social Listening Powered Situation Room

Deutsche Telekom, a global telecommunications leader with millions of customers and extensive fixed and broadband networks, needed to manage fast-moving crises driven by social media. The company required a solution that could detect both known and emerging problems across millions of online mentions, monitor multiple Facebook and Twitter channels, analyze large volumes of social data in real time, and be simple enough for users across departments to operate.

To meet this need Deutsche Telekom built a Situation Room powered by Talkwalker’s real-time social listening, combining owned-channel monitoring, continuous web-wide surveillance, automated alerts for critical keywords, and tailored reporting for stakeholders. The system enabled quicker detection and management of incidents, saved time and costs, minimized corporate risk, helped avert crises that could have hurt sales or share price, and will be expanded to include additional Talkwalker capabilities such as B2B monitoring.

Deutsche Telekom

Robert Schwerdtner

Former Crisis Manager