Case Study: Deutsche Telekom achieves 20x faster eCall analysis and 60–80% cost/time savings with Tungsten Automation

Deutsche Telekom Drives Innovative M2M Integration

Deutsche Telekom’s M2M Competence Center, part of the global telecommunications leader, needed to support rapidly growing machine-to-machine (M2M) services such as eCall but was hampered by time-consuming manual analysis across multiple systems—some without APIs—whenever connectivity or SIM issues arose. These manual processes could take up to 90 minutes per case, limiting service quality and scalability.

Using Kofax Kapow, the team built automated, user-centric integrations (including a SIM‑info app) that pull real-time data from CRM, ERP, network, ticketing and other sources without custom coding. The Kapow-driven apps, available via an internal Enterprise Application Store, cut eCall support time from 90 minutes to about 4 minutes, accelerated development from six months to one–two months, and delivered 60–80% cost and time savings while dramatically improving customer support responsiveness.

Deutsche Telekom

Ruediger Adam

Vice President Deutsche Telekom M2M Competence Center