Service from a single source - for a compelling customer experience
Delight your customers with Telekom’s top-notch service. Excellent service is key to customer satisfaction, loyalty, and profitability. Expand your portfolio with targeted, professional services that cover the entire customer journey—from personalized customer communication to successful connection setup and troubleshooting.
Benefit from improved on-time delivery, reduced effort, and a measurably better customer experience—efficient, scalable, and reliable, all from a single source.
Choose exactly the service modules from our selection that best fit your business model. We support you in designing efficient processes and in specifically improving the customer experience.
Our Services in a video
Only in German available
Call4All - Coordinating Around the Technician's Visit
With Call4All, you can increase transparency for your customers through up to three coordinated calls: a welcome call, a follow-up call, and a closing call.
Call4All in the Service Provision Process
The technician proactively contacts the customer, clarifies any open questions, and notifies the customer that the job is complete once the service has been successfully provided or the issue resolved.
If the customer cannot be reached on the first call, the job remains active. Any callbacks from the customer are routed directly to the technician as long as the job is being processed.
The result: greater efficiency, fewer follow-up inquiries, and a positive customer experience.
Call4All is available as an add-on agreement. For more information, please visit the Download section.
Provisioning Plus - Technicians' appointments optimally prepared
With Provisioning Plus, we help you coordinate with your end customers well in advance of the technician’s visit. Through a preparatory phone call, we ensure that all requirements for a successful deployment are met.
Provisioning Plus in the Deployment Process
Four to five days before the scheduled appointment, we contact your customers by phone. During this call, we clarify key details for the technician’s visit, such as access to the building’s connection point, the type of building, the installation situation, and on-site availability. This ensures the visit is optimally prepared, allowing the technician to efficiently activate the connection on-site.
If the customer cannot be reached on the agreed date, the integrated X+3 process takes effect. The order remains active for three additional days, and a new appointment can be scheduled directly with the customer.
This allows you to sustainably increase the success rate on the initial visit.
Provisioning Plus is available as an add-on agreement. Further information can be found in the Download section.
My Technician Appointment - Transparency Regarding the Technician Appointment
With My Technician Appointment (MTT), you can ensure transparency regarding technician appointments. Your customers can track the status and estimated arrival time in real time - which improves planning and reduces follow-up inquiries.
MTT in the provisioning process
Before the technican appointment, your customer receives an SMS with a link to the MTT portal containing all relevant information about the appointment. There, customers can view a current status of the order, track the technician's arrival, receive appointment reminders, and manage their appointments. This ensures your customers always have a clear overview of the upcoming technician visit.
The portal can be flexibly integrated into your customer communication. The sender name as well as greeting and closing texts can be customized individually. The web interface allows your company to appear as the sender, enabling the service to be seamlessly incorporated into your existing customer communication.
My Technican Appointment is available as an add-on agreement. Further information can be found in the Download section.
Provisioning as a comprehensive service - One date. Everything is ready to go.
With our comprehensive setup service, our technician handles both the technical activation of the connection and the installation and setup of the necessary hardware directly at the customer’s location.
Comprehensive Service during the activation process
After the technical activation of the connection, our technician sets up the hardware directly at the customer’s location. Routers and end devices are connected, configured, and tested for proper functioning. This integrated approach eliminates the need for additional coordination or third-party service providers. The connection is ready for immediate use.
A service and installation report transparently documents the work performed.
Depending on the target group, two options are available:
Mass Market Provisioning for residential customers and Comfort Provisioning for small and medium-sized businesses.
This comprehensive service is available as an add-on agreement. Further information can be found in the Download section.
Comprehensive Troubleshooting - Everything under One Roof
With our comprehensive troubleshooting service, our technicians resolve issues thoroughly - from the network connection to the customer’s hardware - in a single visit. This reduces downtime and eliminates the need for additional service calls.
Comprehensive Troubleshooting in Action
Instead of stopping troubleshooting at the junction box, our technicians continue troubleshooting within the home network. This includes inspecting the cabling and hardware, performing functional tests, and—where possible—replacing defective components.
The cause is identified and resolved directly on-site. This minimizes downtime, reduces the need for follow-up visits, and establishes clear lines of responsibility.
Comprehensive Troubleshooting is available as an add-on agreement. Further information can be found in the Download section.
All downloads related to optional services
Available only in German
| Title | Type | Size | |
|---|---|---|---|
| Search Call - Zusatzvereinbarung | zip | 513 KB | |
| Bereitstellung Plus - Zusatzvereinbarung | 114 KB | ||
| Mein Techniker Termin - Zusatzvereinbarung | zip | 248 KB | |
| Courtesy Call - Zusatzvereinbarung | zip | 675 KB |
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Read moreFAQs for our Optional Services
What are the advantages of using Call4All for my customers?
Call4All increases transparency for your customers with up to three calls: Welcome call, search call and closing call. These calls optimally secure the appointment and help to make the first appointment a success.
What happens if the customer does not answer the phone at Call4All?
If the customer does not answer the welcome call, our technician will still continue your order and visit the customer. If the customer responds to the missed call and calls back, the call is transferred directly to the technician while the order is being processed.
What is my advantage in using the service for connections provisioning and fault clearance?
In contrast to an order without this service, our technician's area of responsibility does not end at the telephone or fibre optic socket. When you book this service, we take over the installation of the router or carry out fault diagnoses that also include customer hardware. This saves you time and money as you do not need your own technician and it increases customer satisfaction.
What is the power behind Provision Plus?
Provision Plus includes the announcement call and the x+3 process. Four to five days before the delivery date, we contact your customer by telephone to clarify details. If the appointment is unsuccessful, we keep the order for three days and arrange a new appointment directly with the customer.
What exactly is the "My Technician Appointment"?
Your customer receives a reminder message the day before the technician's appointment. A link in the message makes it possible to follow the technician's arrival live. This offers planning security and increases the chance that the appointment will be successful at the first attempt.
Will my customer be contacted by Telekom at the "My Technician Appointment"?
You can customise the sender's name as well as the greeting and farewell in order to keep the communication in your interests. Our ‘My technician appointment’ web interface also has a neutral colour scheme.
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