T-Systems supports the customer service of Germany’s No 1 online grocer REWE.de

T-Systems supports the customer service of Germany’s No 1 online grocer REWE.de

  • Respond to customer requirements with flexibility in the cloud
  • Protecting customer data in the Deutsche Telekom data center

BONN, 27-Apr-2017 — /EuropaWire/ — Whenever a customer puts a chunk of cheese, pack of salami or a vegetable into his or her shopping trolley on REWE.de online supermarket, T-Systems is supporting the customer service of Germany’s No 1 online grocer from the cloud. REWE digital, REWE’s digitization unit, uses the sales & service cloud provided by T-Systems’ partner Salesforce. To provide the best possible security for customer data, the cloud is run from one of Deutsche Telekom’s German data centers.

REWE digital is at the core of the digital transformation of the REWE group, one of Germany’s leading grocery retailer, its core task being the digitization of the grocery business. Compared to the supermarket’s walk-in business, customers now can order their goods online and get them delivered to their homes, on-time, fresh and cooled. Or they collected them at their local market.

The complex service processes required by the system are managed by REWE digital via the Salesforce cloud. If a customer orders something for two in the afternoon but finds out in the meantime that they are not going to be home until 2:30 p.m., the new arrangement naturally needs to be recorded in the logistic chain immediately.  Communication with the customer, by telephone, e-mail or  app, and the entire order processing workflow all run in real time on a single platform.

“The efficiency of the processes and the flexibility built into the system’s various functions provide a firm basis upon which to ensure a high level of customer satisfaction in the long term,” says Dr. Robert Zores, managing director and CTO of REWE digital. After just three years more than 500 employees work for REWE digital at its Cologne-based headquarters and an additional 1,800 at six logistic centers.

Service out of the Telekom Cloud: quickly scaleable and highly secure

As a cloud service the Salesforce platform is extremely scaleable, supporting thereby the dynamic growth of REWE digital. The cloud solution is easy to integrate into existing systems via standard interfaces. Customers can send their requests through various channels, such as app, e-mail or website. Processing these requests in real-time is a core requirement for top online service for customers. REWE employees can concentrate on providing customer service as the order processing is done largely automatically by the Salesforce system.

“We’re very happy to have the opportunity to support the market leader in grocery retailing in its digitization process,” declares Anette Bronder, director of Telekom Security and of T-Systems’ Digital Division. “Not only do our customers benefit from our cloud know-how; they also enjoy the highest data protection and security standards which for us are a top priority, from solution development to delivery.”

Salesforce is a key partner in the T-Systems cloud ecosystem. As the software runs in one of Deutsche Telekom’s certified data centers, users can be sure to conform to German compliance and data privacy rules applicable to the handling of the personal data of customers. Between them, T-Systems and Telekom Deutschland, which is responsible for serving the small and medium-size enterprise (SME) market, have concluded almost 50 contracts involving Salesforce-based services in 2916. T-Systems will be showcasing its portfolio at Hannover Messe from April 24 to 28.

Futher information in the Hannover Messe 2017 special.

Experience our products and services live at HANNOVER MESSE from April 24 – 28 at the Deutsche Telekom booth in hall 7, booth A40.
Deutsche Telekom’s entire presence at the trade fair is carbon-neutral: All CO2 emissions generated in setting up and operating the stand are offset fully by carbon-reduction projects abroad.

About Deutsche Telekom: www.telekom.com/en/company/at-a-glance

SOURCE: Deutsche Telekom AG

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