Business and IT Transformation for German Telecom Group

Overview

As one of Germany’s leading integrated telecommunications providers, serving 34.4 million mobile and 2.4 million broadband customers, the organization recognized that maintaining its industry dominance required a fundamental rethinking of its business and IT foundation.

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As one of Germany’s leading integrated telecommunications providers, serving 34.4 million mobile and 2.4 million broadband customers, the organization recognized that maintaining its industry dominance required a fundamental rethinking of its business and IT foundation.

Decades of growth had resulted in a highly fragmented IT and operating landscape—multiple technology stacks, duplicated business logic, and brand-specific processes supporting nearly 20 brands with overlapping offerings. This complexity restrained agility, inflated operating costs, and slowed time-to-market at a time when customer expectations and competitive intensity were accelerating.

The operator launched one of Europe’s largest transformation programs, selecting TechM Consulting to simplify the business, modernize the IT core, elevate customer experience, and enable faster, more efficient digital innovation across its B2C and B2P portfolio.

Less
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Industry Challenge

The organization faced several structural challenges that directly impacted growth, efficiency, and customer experience:

  • Six independent IT stacks supporting different business customers (B2C, B2P), creating duplicated capabilities and inconsistent experiences.
  • Fragmented BSS and billing platforms, resulting in siloed payment methods and financial processes.
  • Extended time-to-market and rising IT costs, limiting the ability to respond to customer and market demands.

Our Approach and Solution

Process and Business Harmonization

  • Enterprise-wide process harmonization using TM Forum’s eTOM (Enhanced Telecom Operations) Framework, enabling reuse across brands.
  • Brand consolidation and product or offer rationalization to simplify the portfolio.
  • Standardized, white-label business processes across the value chain.

Customer Experience Transformation

  • Omnichannel, multi-brand journeys delivered through shared front-end platforms.
  • Advanced capabilities that are unique to the operator.
  • Enhanced digital payments and digital identity.
  • Template-driven, consistent customer communications.

Modern Architecture and Technology

  • Domain-driven, cloud-native architecture.
  • Modular microservices-based design.
  • Adoption of TM Forum’s Open APIs and TM Forum’s SID data models.
  • Significant reduction in IT stack complexity and technical debt.

Security, Compliance, and Control

  • Enhanced security through role-based and attribute-based access control (RBAC/ABAC).
  • Multi-level customer authentication.
  • Governance embedded across delivery and operations.

Business and Community Impact

Through this transformation, Tech Mahindra delivered measurable, enterprise-level impact as described below:

  • 100% of prepaid customers successfully migrated to the new platform.
  • 100% of prepaid revenue was directed through the modernized IT stack.
  • Brand consolidation led to 50% brand rationalization.
  • IT stack rationalization from 6 stacks to 2.
  • Product and offer simplification from 2,500+ to ~500.
  • System landscape reduction from over 350 to over 130.
  • 200+ legacy systems targeted for decommissioning.
  • Digital channel standardization from multiple websites/apps to one unified website and one app.