O2 Telecom
O2 Germany GmbH
& Co. OHG
Country: Germany
Industry: Telecommunication
Business Profile:
O2 (Germany) GmbH & Co. OHG is
part of the spanish telecommunication holding Telefónica S.A. and provides its
Post- and Prepaid mobile telephone customers an almost area-wide GSM- supply in
Germany as well as innovative mobile data services based on GPRS- and UMTS-
technology. The O2 Germany User Service Center attends
approximately 8.000 employees.
Customer Needs:
In the end of 2005 O2 Germany was looking
for solutions to improve the efficiency at in-house IT service area. In
february 2006 O2 decided to enroll the VOICE.TRUST Password Reset
Service company-wide. ”We wanted to reduce costs by using modern technology.” (Wolfgang
Gunsenheimer, Head of the User Service Centers).
Solution Overview:
The VOICE.TRUST Server was equiped with 4 speech
channels and resset connectors for Windows ADS and RSA SecureID. During the 3
months of rollout period O2 licenced another 4 speech channels. Since
the end of 2007 O2 provides its employees the Password Reset Selfservice in 3 further
systems via the attached BMC Control SA Reset Connector.
Implementation:
The users register at the service via the secure
VOICE.TRUST webenrollment process by themselfs. O2 adverted users to
the service by internal newsletter and a newsticker in the intranet. After that they
sended daily 200 users an invitation email. After two remembering- mailings 85%
of the 8.000 users were registered within 10 weeks. ”as project leader I was
able to complete the implementation within 3 months with 50% employment of
labor.” (Peter Stein,
Projektleiter).
Value Generated:
Today VOICE.TRUST processes 90% of the 400 Password
Reset requests per month for the atached targed system. ” Because of that we can use 2 service agents for tasks where
you need more skills. The investment has already been amortizd after 18
months.
Customer Comments
“The great advantages of the systems are speed,
simplicity and the 24/7 availability of the system. We are in a market that is
based on speed; we therefore have to be able to give our internal users the
possibility to re-access the system very quickly in case a password has been
forgotten.”
”We are highly satisfied with the Password System;
especially because Voice.Trust demonstrates a high degree of flexibility and
diliveres customized adjustments that we are very satisfied with.”
(Wolfgang Gunsenheimer, Head of the User Service Centers)
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