Case Study: Deutsche Telekom AG centralizes process knowledge with tts performance suite

How performance support is working at Deutsche Telekom Shared Services Europe

Deutsche Telekom Services Europe (DTSE), a shared service unit of Deutsche Telekom AG, needed to preserve and transfer a large amount of process knowledge quickly after consolidating multiple shared service center locations in 2016. To support HR, accounting, procurement, and reporting teams across four countries, the company turned to tts and its performance suite to centralize knowledge and make it available to employees at the moment of need.

tts implemented the performance suite as a performance support and knowledge management platform, including QuickAccess for contextual, in-application help and step-by-step guides, eLearning, and other documents. After a successful pilot and rollout in 2017, DTSE created more than 850 documents with over 200 authors, supporting around 2,500 employees and significantly reducing formal training and support effort while improving customer experience and safeguarding knowledge against staff turnover.

Deutsche Telekom AG

Juliána Fegyveresová

KTM Tool Owner