Deutsche Telekom Company presentation 2021
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Deutsche Telekom Company presentation 2021
Disclaimer
This presentation contains forward-looking statements that reflect the underlying any of these statements prove incorrect, our actual performance
current views of Deutsche Telekom management with respect to future may materially differ from the performance expressed or implied by
events. These forward-looking statements include statements with regard to forward-looking statements. We can offer no assurance that our estimates
the expected development of revenue, earnings, profits from operations, or expectations will be achieved. Without prejudice to existing obligations
depreciation and amortization, cash flows, and personnel-related measures. under capital market law, we do not assume any obligation to update
You should consider them with caution. Such statements are subject to risks forward-looking statements to take new information or future events into
and uncertainties, most of which are difficult to predict and are generally account or otherwise.
beyond Deutsche Telekom’s control. Among the factors that might influence In addition to figures prepared in accordance with IFRS, Deutsche Telekom
our ability to achieve our objectives are the progress of our workforce also presents alternative performance measures, including, among others,
reduction initiative and other cost-saving measures, and the impact of other EBITDA, EBITDA margin, adjusted EBITDA, adjusted EBITDA after leases,
significant strategic, labor, or business initiatives, including acquisitions, adjusted EBITDA margin, adjusted EBIT, adjusted net income, free cash flow,
dispositions and business combinations, and our network upgrade and free cash flow after leases, gross debt, net debt after leases, and net debt.
expansion initiatives. In addition, stronger than expected competition, These alternative performance measures should be considered in addition
technological change, legal proceedings, and regulatory developments, to, but not as a substitute for, the information prepared in accordance with
among other factors, may have a material adverse effect on our costs and IFRS. Alternative performance measures are not subject to IFRS or any other
revenue development. Further, the economic downturn in our markets, and generally accepted accounting principles. Other companies may define
changes in interest and currency exchange rates, may also have an impact these terms in different ways.
on our business development and the availability of financing on favorable
conditions. Changes to our expectations concerning future cash flows may
lead to impairment write downs of assets carried at historical cost, which
may materially affect our results at the group and operating segment levels.
If these or other risks and uncertainties materialize, or if the assumptions
2
Company presentation 01 Profile 02 Strategy & Transformation 03 Network, Products & Innovation 04 Service & Brand
Brief and simple
Our keyfacts
226,291
27.4 mn employees worldwide*
fixed-network lines
€ 101.0 bn
revenue in 2020
21.7 mn
broadband customers
241.8 mn
mobile customers
Figures based on annual report 2020.
4
* Reporting date December 31, 2020
Deutsche Telekom
Profile
Customers Markets Numbers Employees &
responsibility
• 241.8 mn mobile customers • Present in > 50 countries • Revenue € 101.0 bn • Employees worldwide: 226,291
• 27.4 mn fixed-network lines • Germany, Europe and the USA: • Adjusted EBITDA AL1 (Reporting date Dec. 31, 2020)
• 21.7 mn broadband lines with own infrastructure € 35.0 bn • 4,905 trainees and cooperative
• T-Systems: global presence & • Free Cashflow AL1 € 6.3 bn degree students in Germany
• Approx. 8.9 mn TV customers
alliances via partners • Pioneer of social issues
(climate protection, data privacy,
diversity, etc.)
Figures based on annual report 2020.
1 EBITDA After Leases. More details: IFRS 16 – New accounting treatment for leases.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 5
Facts & figures
Germany
48.5 mn mobile customers
14.1 mn broadband lines
3.9 mn IPTV customers incl. satellite
€ 23.8 bn revenue
€ 9.2 bn EBITDA AL1 adjusted
66,051 employees (Reporting date Dec. 31, 2020)
89,032 employees in Germany overall (Dec. 31, 2020)
Figures based on annual report 2020.
1 EBITDA After Leases. More details: IFRS 16 – New accounting treatment for leases.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 6
Facts & figures
United States & Europe
Europe
45.6 mn mobile customers
7.0 mn broadband lines
5.1 mn IPTV, satellite, cable customers
T-Mobile US € 11.3 bn revenue
102.1 mn branded customers € 3.9 bn EBITDA AL1 adjusted
81.4 mn postpaid customers 41,273 employees (Reporting date Dec. 31, 2020)
20.7 mn prepaid customers
$ 70.1 bn revenue
$ 24.0 bn EBITDA AL1 adjusted
71,303 employees (Reporting date Dec. 31, 2020) Figures based on annual report 2020.
1 EBITDA After Leases. More details: IFRS 16 – New accounting treatment for leases.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 7
Facts & figures
T-Systems
€ 4.2 bn revenue
€ 0.2 bn EBITDA AL1 adjusted
28,395 employees (Reporting date Dec. 31, 2020)
Information technology and
telecommunications
services in all industries:
automotive, finance, transport,
retail & public sector
Pioneer in cloud computing
Corporate customers, multinational
Figures based on annual report 2020.
corporations & public sector
1 EBITDA After Leases. More details: IFRS 16 – New accounting treatment for leases.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 8
Facts & figures
Group Development
Group Development is to actively manage
and sustainably increase the value of
selected subsidiaries and equity
investments of DT
Supported by more entrepreneurial
freedom and shorter decision paths
6.8 mn mobile customers (TM NL)
0.7 mn broadband lines (TM NL)
35.7 k towers (Germany/DFMG and NL)
€ 2.9 bn revenue
€ 1.1 bn EBITDA AL1 adjusted
Figures based on annual report 2020. 2,684 employees (Reporting date Dec. 31, 2020)
1 EBITDA After Leases. More details: IFRS 16 – New accounting treatment for leases.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 9
Corporate Responsibility
We take responsibility
Data privacy Diversity Sponsorship
Leading role in data privacy & data security Leading role in societal and Commitment to culture & sport
• Data privacy report & Security on the Internet diversity-related issues • Amateur & professional sports e.g., German
report • Pioneer as first to introduce Group-wide football association (DFB), Bayern Munich,
• Early warning system against cyber attacks women’s quota Olympic & Paralympic Games, “New sports
experience” project in recreational sports
• Special programs & initiatives to promote
education & training • Culture/examples:
International Beethoven Competition,
• Modern working models
Beethovenfest
• Exemplary promotion of diversity
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 10Corporate Responsibility
We take responsibility
Sustainability & Social Engagement Groundbreaking Projects
Environmental and climate protection Integrated financial and CR reporting
E.g., CO2 reduction, efficient use of resources, 100% energy from renewable resources until 2021,
sustainable mobility emission reduction by 90% until 2030
Social engagement & stakeholder mgmt. Media, but in secure mode
E.g., promote employees’ social commitments, support offerings for competent media usage
education and competence in media for target groups age 9–99
Sustainable products and innovations “Blue Angel”
E.g., environmentally friendly and accessible products, all wireless phones tagged with environment label
efficient data centers, eHealth “Stop wasting – start caring!”,
systematic reduction of paper, plastic and electronic waste
Sustainable supply chain
E.g., binding requirements for the supply chain, Supplier selection and development:
inspections and audits sustainability as a key criterion
Integrated financial and CR reporting Success in renowned Ratings & Rankings:
E.g., mandatory CR KPIs for the entire Group in the annual RobecoSAM, oekom, CDP and Sustainalytics etc.
and CR reports, sustainability indexes
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 11How we see ourselves
It is in our nature to seek the company of others:
humans need this interaction in order to move forward. Our network is an artery pumping life: fast, reliable,
Sharing fosters closeness. It is the very reason we choose to and secure. It provides easy access to all who need it.
share our important moments with those important to us.
We are close to the consumer and are transparent, fair,
We share events, experiences, and opinions – sometimes even our and open to dialogue. We identify innovative products
possessions. We share knowledge and our ideas. And quite often, at an early stage and develop them in collaboration with
by sharing these thoughts, we turn them into something bigger, our partners. We do all of this better than anyone else.
something better. That is what drives us. This ability forms the basis of trust – an essential
ingredient for long-lasting relationships.
We, Deutsche Telekom, are more than just another company,
which provides society with infrastructure. Whatever the Precisely this is the essence of our work at Deutsche
circumstances, we are a trusted companion in both people’s Telekom. Together, with passion, focus and sustainability,
private and work lives. Whenever. Wherever. Forever making life we are entering a world of infinite possibilities for each and
easier for people and enriching it is our mission. every one of us. It is our contribution to social togetherness.
This connects us.Our guiding principles
Delight our Get things Act with respect Team I am T – Stay curious
customers done & integrity Together – Count on me & grow
Team apart
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 13Vorstandsmitglieder Deutsche Telekom AG
We are responsive
Timotheus Höttges Birgit Bohle
Chief Executive Officer (CEO) Adel Al-Saleh Board member for Human Resources & Legal Affairs,
Deutsche Telekom AG Board member for T-Systems Labor Director
@tim_hoettges @adel_al_saleh @bibohle
linkedin.com/in/timhöttges linkedin.com/in/adel-al-saleh linkedin.com/in/birgit-bohle
Srini Gopalan Christian P. Illek
Board member for Germany Board member for Finance (CFO)
linkedin.com/in/srini-gopalan-061882 linkedin.com/in/christianillek
Thorsten Langheim Claudia Nemat Dominique Leroy
Board member for USA and Board member for Technology and Innovation Board member for Europe
Group Development Deutsche Telekom AG @claudianemat @LeroyDm
linkedin.com/in/thorstenlangheim linkedin.com/in/claudianemat be.linkedin.com/in/dominiqueleroy
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 14Company presentation 01 Profile 02 Strategy & Transformation 03 Network, Products & Innovation 04 Service & Brand
Strategy
Our Ambition: Leading European Telco
Grow
LEAD IN in
Lead CUSTOMER EXPERIENCE
customer experience LEAD INinTECHNOLOGY
Lead technology LEAD
Lead inINbusiness
BIZ PRODUCTIVITY
productivity
One connectivity Integrated Secure ICT solutions
& perfect service gigabit networks & big IoT
Save for growth investments
Simplify, digitalize, accelerate & act responsibly
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 16Lead in customer experience
Our FMC+ strategy: Differentiate beyond speed …
The “Plus” in FMC+ makes a difference
“The broadband
that can do more!” • Focus on our core business: seamless, integrated connectivity (FMC)
and connected services
• More value for our customers by bundling connectivity and additional
Smart Home services
• Selected partnerships to always provide our customers the best
possible services
Hallo Magenta TV
Magenta! • Continuous product and service innovation
FMC/One
connectivity
Couch Magenta Security
Experience2 Portfolio
Gaming
1 FMC = Fixed-Mobile Convergence 2 “Couch Experience” denotes auto configuring WLAN routers for optimal WiFi-connectivity at home
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 17Lead in customer experience
… and strive for leadership in customer experience
Loyalty needs a great and emotionalized customer
“Moments of truth” along the customer journey experience
illustrative
• Best customer experience & fair treatment of our customers
Ensure timely “Soften” 12 month promo Reward customer loyalty
provisioning & proper roll-off with personalized – attractive tariffs for • Improved single contact resolution rate1 with multifunctional service
CPE installation goodies loyal customers
teams (“team of experts” approach)
Net Avoid bill shock • Use data to gain better understanding of our customer needs
Utilize human
Promoter
Score
(e.g. roaming) with
proactive customer interaction as a (e.g. proactive discovery and handling of problems predictive
(NPS) communication differentiator maintenance) while 100% protecting customer privacy and security
of their data
DT
ambition
Classical
telcos
-4 -2 0 2 4 6 8 10 12 14 16 18 20 22 24 26 28
Contract duration (months)
1 Single contact resolution rate measures the percentage of customer complaints that were solved after first contact
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 18Lead in technology
…with integrated gigabit networks
Our ambition is best fixed & mobile network
Smart network rollout to fit investment goals
• Push 5G and fiber rollout both in Germany and in our EU footprint:
• In mobile (4G & 5G) we strive for a leading position in our markets
• In fixed we invest into FTTH1
Data analytics
Co-operation with based site planning • Expand our 5G leadership position in the US, leveraging synergies after
competitors in
white spots & rural merger (e.g. enhanced spectrum, cell sites)
areas
• In parallel, we transform our core using innovative technologies, such
as NFV2, for more efficiency and further improvement of our services
New use cases stationary
and on the move drive
demand for bandwidth
and lower latency
1 Fiber-to-the-Home 2 Network Function Virtualization
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 19Lead in business productivity
Strengthen competitiveness & digitalization in B2B
Ambition: “Partner of choice in digitization”
DT as a trusted partner with strong B2B brand
and customer base, and a strong portfolio • Global connectivity solutions are the core of our value proposition for
business customers (5G, MPLS+, SD-WAN, M2M platforms, campus
networks)
• IoT, Security and digital solutions complement our B2B connectivity
offering
TC business Security & IOT IT business • Large national access network & sales force and strong reputation
long-term entrepreneurial focused
competitiveness freedom transformation as ICT provider (8x isg/Experton benchmark leader)
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 20Save for growth investments
Drive efficiency…
Key efficiency levers for DT
Our efficiency levers are based on two pillars
• Push self-service, reduce product complexity
• Automate E2E processes (e.g. service bots)
• Use data analytics for operations (e.g. predictive maintenance)
• Focus central initiatives and invest in best talents
• Leverage cross-country synergies (e.g. one app, smart speaker)
• “Start small and earn the right to advance”
Digitalization Economies of Skills
Increase organizational Increase productivity by
efficiency by automation focusing on skills and
of manual processes successful products
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 21Save for growth investments
…to fund investments for future growth
We save money to invest into the future
DT’s innovation vehicles and focus areas Major investment areas
CIF Corporate Innovation Fund for internal • We heavily invest into our network (e.g. > 4 € bn annually in Germany1)
seed & acceleration topics
• And have some financial leeway for potential inorganic investments
Innovative products developed by cross-
functional teams in agile collaboration Our innovation guidelines
formats
Start-up incubator, providing support with • We push innovation in the focus areas of our strategy
infrastructure, logistics & funding (e.g. 5G Edge, Campus Networks) via central funding
• We accelerate the development and time to market of our innovation
T-LABS AI Foundry Internal research and development department
priorities with a wide range of innovation vehicles
Financial investments in external
companies
Strategic investments in external
TIP 2.0 companies
Partnerships Joint innovation projects with partners
Spin-off investments emerged from CIF
Spin Offs projects
1 Cash Capex segment Germany without investment in spectrum
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 22Simplify, digitalize, accelerate & act responsibly
Think digital – act simple with an agile Mindset
What does it take to make it work?
Vision: simple, automated “one click” experience
• Marketing & Sales: Push online channels & personalized offerings
• Customer Service: Drive customer self-service (app, chat) and 360°
Enhance digital customer view
touchpoints & ensure 100%
digital customer journeys • Network & IT: Increase investment efficiency; shorter time-to-market in IT
• Steering & Support: Push employee self-service and automate repetitive
Simple, tasks (e.g. planning/ forecasting)
transparent • Organization: “New work” and agile collaboration, incl. upskilling of
products, one-
click processes employees
Data-empowered intelligence for
100% data-driven decision making
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 23Simplify, digitalize, accelerate & act responsibly
Act responsibly both socially & environmentally
Keep adapting to consumer trends & social challenges
“Act responsible” means …
• Enable digital participation for customers and our society by fostering
... to develop ... to strenghten ... to achieve digital competencies & responsibility as well as ethics
digital employee DT’s climate • Strengthen employee engagement & willingness to change
competences engagement targets
• Vigorous execution of our climate strategy1, and enhancing the
protection of resources and circular economy with our strategic initiative
program “We care for our planet”
and responsibility in and willingness to and to protect other
our society change resources
1 DT climate strategy
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 24Company presentation 01 Profile 02 Strategy & Transformation 03 Network, Products & Innovation 04 Service & Brand
Multi award-winner:
Our best network
5G
30.000
mobile sites (GER)
FiberFacts, figures, data
Our best network at a glance (Germany)
Fixed network Mobile network
Up to 250 Mbit/s Up to 100 Mbit/s Up to 300 Mbit/s
for 23.4 million households1 for 32.5 million households1 mobile surfing using LTE
98.2% LTE network coverage
17,000 new street cabinets mobile broadband spread over 87% area coverage1
Almost every 30 mins a new street cabinet for
highspeed internet2
99.8% 2G voice coverage
mobile voice telephony
1.7 million lines with FTTH
in Germany1
5G coverage: 99% of the population
by 2025 and 90% area coverage
Approx. € 70,000/km Over 550,000 km 30,000 sites
fiber-optic costs Of fiber-optic cables target for 2024: up to 10,000 new sites
1 As at Q1/2020 2 In 2019
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 27Prizes and awards
Our best network at a glance
Best network coverage, bandwidth, and stability.
Both fixed and mobile.
• Broadband quality leader in mobile and fixed networks
• Innovative products
• Biggest bandwidths
• Best network coverage
Multi award-winner.
• For the 6th time in a row: Deutsche Telekom
has won the major mobile network tests of
magazines connect and CHIP
• Car Connectivity Award: 7 out of 10 readers voted
Deutsche Telekom the best in-car network
• TÜV certified: Telekom Deutschland offers LTE
mobile network quality, based on the QvK standard.1
1 QvK = Quality rating from the customer’s perspective using the following criteria: “call
setup success rate,” “call stability,” and “voice quality,” as well as “data transfer success
rate” and “service quality based on average data throughput.”
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 28We offer the best network coverage, bandwidth,
and stability. Both fixed and mobile.
Network coverage Hybrid Vectoring Investments 5G
Our LTE network reaches Our hybrid connection With our vectoring rollout, Der Ausbau breitbandiger We are a major driving force
98.1% of the population in combines the strengths of we are optimizing the Netze umfasst den Großteil in the development and
Germany. We deliver top the fixed network and the capacity and speed of our des Investitionsvolumens rollout of 5G.
speeds with the most LTE mobile network: existing network. With des Konzerns im Inland von
cutting-edge mobile maximum performance at Supervectoring we increase derzeit mehr als 5 Mrd. €
network and largest fiber an increased data load. performance up to 250 pro Jahr.
optic network in Germany. Mbit, 22 million households
In total, we have laid over have access to
550,000 km of fiber optic supervectoring..
cables.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 29Network requirements are becoming more complex
The network of the future is setting the courset
The fiber optic and mobile networks in Germany require further expansion and construction.
Bandwidth Network coverage User experience Devices Latency
The number of broadband Complexity is spiraling – Virtual and augmented The demand for broadband Low latency will be
lines is continuing to rise. it’s not all just about reality are creating new is booming due to the essential for tomorrow’s
New applications need bandwidth any more. Fiber user experiences; self- continual growth of network, for example for
faster connections and a optics, vectoring, LTE, and driving vehicles are just networked devices and self-driving cars or gaming.
bigger volume of data. hybrid is the sought-after one example. As VR wearables. Permanent Round trip delay must be
technology mix to meet the applications require five internet connectivity is minimized in the mobile
need for widespread times the bandwidth of posing whole new network to enable “real-
network coverage. HDTV, the burden on challenges for global time communication,” for
networks will continue to networks. example through 5G.
grow significantly.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 30Products for our
Consumers
MagentaEINS
MagentaTV
Magenta
SmartHomeProducts and services for consumers
We have the best offers
We offer products and services that are innovative, safe, and simple too.
MagentaEINS MagentaTV Magenta SmartHome
We are always working on ways to It offers something for everyone: The control hub for the smart home.
improve MagentaEINS. TV, series, movies, shows, and Connect smart devices from different
documentaries on Megathek, brands at the touch of a button and
MagentaSport, plus access to streaming control them with an app.
services.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 32Magenta EINS – A one-stop shop
Call, surf, watch TV, stream.
Numerous benefits always included. All from Deutsche Telekom.
Better price & better performance
• Save €5 per month on your cell phone bill
• Twice the data volume
• Flat from fixed line to all mobile networks
• Twice the data volume also for Family Cards
More service
• Preferential provision of the latest top smartphones on their launch
• Free replacement phone within 48 hours
• Expert service available incredibly fast, for families too
MagentaEINS Prepaid
Combine fixed line and prepaid and get 1GB additional data volume/month
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 33Magenta TV
One for all
Using MagentaTV our customers watch their favourite shows whenever they want – even on the go.
Huge range of shows on more than 100 TV networks, more than 20 of which
are in HD.
Megathek – unique content included in MagentaTV.
Originals and exclusives; the best of ARD & ZDF, top international series, plus
highlights for kids and teens.
Best partner content with access to streaming services such as Netflix,
Amazon, Sky and Videoload plus video and media libraries.
TV on demand at any time through restart, 7-day replay, timeshift,
and recording.
Intuitive operation with everything at a glance.
Watch TV anytime, anywhere with MagentaTV.
New: MagentaTV stick
MagentaTV and other streaming partners flexible to go on (almost every) TV
– easy to connect via HDMI and WLAN.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 34Magenta Smarthome
Digitalization is reaching homes
With Magenta SmartHome, our customers have control over their home 24/7 – even when they’re on the move.
Feel even more at home: Safety, energy savings, convenience, and the
peace of mind that everything’s fine at home.
More than 300 devices in one app: SONOS, Philips, Amazon, eQ-3,
Netatmo, OSRAM, Miele, D-Link, and many more – everything works in
synch with Magenta SmartHome.
Intuitive setup and operation via an app and voice control, and now using
Deutsche Telekom’s Smart Speaker too – with no drilling or screwing
required.
Future-proof thanks to intelligent networking via the Qivicon platform with
regular updates and a continually growing portfolio of many prominent
partners.
Data security thanks to data storage in German data centers and Deutsche
Telekom’s strict data protection policy.
Free to Deutsche Telekom fixed network customers with a Speedport
smart router.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 35Services for our
Business customers
Security
Digital
Cloud &
Connectivity InfrastructureWe have systematic approach: Our focus areas
WE
Connectivity Digital
... make digitalization possible
... enable and operate multi-cloud environments
... offer modern security services
based on Deutsche Telekom's best network
Cloud &
Security
Infrastructure
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 37Digital
• Smart Factory
• IT Modernization
• AI & Automation
• SAP Solutions
• New Work Solutions
Shaping the future requires a reliable and • Digital Reliability
competent provider of digital services, the Cloud, • Connected Mobility
IoT, security and connectivity – with an agile and • Intelligent Enterprise
• Blockchain
end-to-end approach.
• Edge Computing
• Customer Service Solutions
/ Self Services
• Digital Marketing
• Digital Sales & E-Commerce
• Digital Consulting
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 38We are digital by nature
Corona warning app:
Highly complex solution with many
partners created in just 50 days
Beijing Airport:
Digital control of all processes
Swiss Federal Railways:
NOVA - One trip, one ticket
RUD:
Digitized chains thanks to
Industrial Internet of Things
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 39Security
Deutsche Telekom Security GmbH is responsible
for the global security of the Telekom Group and
• Managed Cyber Defense
provides the same professional protection to all • Cloud & Data Security
other customers. From small businesses to DAX- • Network Security
listed corporations and public authorities. We are • Endpoint Security
a managed security service provider and offer the • Industrial & IoT Security
appropriate consulting. All security solutions • Professional Services
from a single source.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 40Digitization needs Security
KAESER:
Secure Enterprise Mobility Management
Otto Group:
Enterprise Risk Management
State of Saarland:
Modern, flexible and comprehensive
encryption for state authorities
Congstar:
Security solution for data
analysis on AWS platform
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 41Cloud & Infrastructure
With our “Cloud First” strategy, companies • Multi-Cloud Environments:
benefit from the experience of a provider of Private Cloud, Sovereign, Public Cloud
• Cloud Migration Framework for SAP, non-
multi-cloud orchestration and a cloud pioneer SAP and Mainframe
with over 10 years of experience. Together with • SAP S/4 HANA Consulting &
strategic partners, T-Systems offers an Transformation
• SAP on any Cloud
assessment of existing IT, strategy consulting,
• SAP Digital Transformation
migration to the cloud and cloud management as
• BI & Analytics
the basis for customers’ digitalization. • Smart Security for SAP Solutions
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 42Cloud is in our DNA
Valora – Private Cloud:
We manage your cloud services in our own high-security data
centers and support you in managing the cloud services of other
providers.
Continental – Public Cloud:
We orchestrate your public cloud universe –
in single and multi-cloud environments.
European Automotive Alliance – Sovereign Cloud:
We operate public cloud infrastructure made in Europe – with
hardware and software from European suppliers. According to
Gaia-X rules.
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 43Connectivity
• (SD) WAN- / LAN-Services
• Access: fixed line, mobile communications,
We connect people, data and applications. M2M
On the Deutsche Telekom network, in accordance • Campus Networks (4G / 5G)
with European data protection law. With the • Mobile Devices & Accessories
reliability of the best network, highly secure • Mobile Solutions
(national & international)
data centers, a comprehensive cloud ecosystem.
• UCC Cloud, Services
And with global partnerships across continents. & Infrastructure
Connectivity is the backbone of your • VoIP / SIP-Services
digitalization. • Internet of Things
• Mobile Applications
• Business Analytics
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 44Connectivity is our basis
Siemens:
High-performance SD-WAN
for digital transformation
Osram:
On the way to the smart factory with a 5G
campus network and edge computing
Uniper:
Stable corporate network for high availability
of business-critical applications
VDM Metals:
Tailor-made, secure MPLS network
for the retail sector
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 45Leading global major customers trust us
Long term customer In cooperation with:
relationships and precise
knowledge of the respective
industry sectors are
the basis of our success.
More references
and projects
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 46We have the right partners on board
In cooperation with:
> 500 prominent
technology and industry
partners, as well as
numerous start-ups
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 47Agility
Collaboration
Focus
Open to the new
Innovation at
Deutsche TelekomInnovation at Deutsche Telekom
Long-term Innovation priorities backing our strategy
Collaboration
Lead in
Best Connectivity Exp, Superior Entertainment Ott-like
customer
Working together Seamless & Unlimited Experience Home Experience
experience
across divisions
Lead in Leading In 5g Technology
Network Differentiation Sustainable Telco
technology & Edge Cloud
Agility Lead in
Best Global Cloud Trusted Security Superior
business Connectivity Experience Experience Business Productivity
productivity
Speed & flexibility
through financial
stakes Simplify, digitize,
Voicification For Dt Services Big Data & Ai-enabled Orchestration &
accelerate, & Partners Digital Experience Open Apis
act responsibly
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 49Innovation in cooperation with Partners worldwide
Group Partnering hub:raum T-Labs
Promoting innovation worldwide Innovation transfer from the world of Research from the world’s best
start-ups universities
Increase in revenue and differentiation
through complete integration into Early development of new business ideas. Developing feasible ideas -T-Labs
Deutsche Telekom’s product and Continuous ‘scouting’, start-up programs, identifies relevant approaches from the
development processes strategic investments academic world
Time to market
short term long term
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 50Examples
Innovation topics contributing to strategic pillars
Smart Home Edge Cloud Campus Networks Voicification
Best Smart Home experience1 Cloud closer to devices & Exclusive networks increase Voicification to increase
customers performance convenience
Magenta Smart Home as integrated Edge cloud brings data processing Dedicated cellular connectivity, Smart voice control to further
part of router & broadband to the edge of the network, closer to edge computing and integrated enhance the way our customers
proposition, ready to reach mass devices and customers, and digital applications empower experience our services, and to
market scale enables low latency use cases such enterprises’ production automation, simplify interaction with technology
as augmented reality or connected flexibility and resilience. and devices
driving
Lead in Lead in Lead in Simplify, digitize,
customer experience technology business productivity accelerate, act responsibly
1 Connect Magazine Survey 2020
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 51Company presentation 01 Profile 02 Strategy & Transformation 03 Network, Products & Innovation 04 Service & Brand
approx. 100 million
customer contacts/year
Digital service
“Telekom hilft”, MagentaApp,
VoiceID, …
Award winner
> 7 million
lines provisioned/year
Our serviceBest customer service
Example: Germany
Awards for outstanding customer Customer service Workload field service
service
• Awarded regularly: TÜV’s “good” seal of approval • 45 million phone calls per year • 18,000 on-site customer appointments per day
for customer service • 9.5 million letters/faxes/emails per year • 7.3 million subscriber lines provisioned per year
• European Business Award: EU accolade awarded • Customer service in SocialMedia: • 2.8 million customer line faults cleared per year
for excellence “Telekom hilft” [Telekom helps] on Facebook
and an innovative and successful business model and Twitter feedback platform
throughout Europe
• Customer service via app:
MagentaService app and DSL Hilfe app
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 54Our objective is to offer the best customer service
Our customer service is available everywhere in many different forms
Our customer service is tailor-made, cross-channel, digital, yet has the personal touch.
Reliable service partner Online channels Telekom Shop
for consumers and business customers Our digital service Showcase for our customers
• 30,000 people1 ensure the best customer experience • We are the first service provider in Germany to have a • We are the source of inspiration for digital solutions and
with approx. 100 million instances of customer contact website that looks the same on desktops, tablets, and bring Telekom to life towards customers
annually smartphones
• We are the personal companion and feel responsible for
• We advise, sell, install, and troubleshoot • Omni-channel services offer seamless customer all needs of our customers
• We support our customers on the phone and on site – service contact • We are quality leader in sales – either private or business
with an expert, personal touch • Europe’s largest customer service community with customers
• We develop and distribute customized ICT services from “Kunden helfen Kunden” [Customers Help Customers] • We are not satisfied before our customers are happy
and Telekom hilft [Telekom helps].
a single source
1 As at July 2018
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 55Our range of customer service options
Leading in the sector
Dialog and service quality across
digital contact channels MeinMagenta app
• As a communications provider, we offer the best overall tracking • MeinMagenta app is the most comprehensive service app from any telecommunications provider and
across all sectors and keep our customers satisfied through offers the most extensive range of functions for mobile and fixed line customers
digital contact channels such as Facebook, Twitter, video chats,
• MeinMagenta app was awarded two consecutive years (2018/19)
or online communities
best telco app in Germany by magazine Connect
• We are the only provider to be strongly positioned across all
• MeinMagenta app offers wide service range, e.g. check data usage and costs, view bills, review rates
digital channels and touchpoints compared with direct
and contracts, online help, personal offers or router installation
competitors
• AskMagenta is an AI-based chatbot - fully app integrated it supports customers in (almost) all service
• Our “Telekom hilft” customer service brand is considered the
dimensions, clears requests or intelligently forwards to (human) colleagues (live chat & call back)
most appealing
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 56Our range of customer service options
New services for our customers
My Telekom Chatbots Callback Voice ID WhatsApp MediaTransfer
technician service
• We tell the customer • Our digital service • Our Deutsche Telekom • Our customers can use • Quick, easy and • MediaTransfer is a
when the service assistants answer customers don’t have their own voice to prove intuitive channel to get simple digital entry
technician will be on customer queries to wait on the line; we their identity on the in contact to Telekom via channel for solving
site quickly, simply, and call them back hotline WhatsApp customer requests in
around the clock first contact
• The customer can • Customers can be put • The process is secure • Customers place
postpone through to the same and extremely simple requests no matter • Customer can send
appointments using the consultant again • Customers no longer where they are. The documents, photos and
online service have to remember their customers don’t have to signatures directly via
adjust to DT, we follow link during call – easy
• Live service technician customer number
status customer preferences without additional
• Questions anytime via codes or entry login-ins
• The online service
offers a direct channel preferred channels
for customer feedback
Profile Strategy & Transformation Network, Products & Innovation Service & Brand 57Our brand positioning
Life is for sharing
We enhance people’s lives by
enabling them to participate in
communities and share special
moments – everywhere in the
world.BRAND ASPIRATION
How do we bring our promise to life?
Brand
positioning
BRAND PROMISE
What is our mission?
We help society to bridge We build a recognized digital
the digital divide BRAND CORE company where people like to work
We take a stance in societal issues Implicit customer benefit We reshape the workspace,
that enable people to make the pioneer new working models and
most of digital technology, so digital competencies, so that our
that nobody is left behind. Strong Vital business transforms
from inside out.
Reliable Inspiring
Eye to eye Authentic
We transform businesses Open Honest
and public sector We make everyday life smarter
We use our digital expertise, Participation Enriching life We provide digital products and
so that businesses can thrive and services, so that life becomes
public institutions can provide a Joint easier and more enjoyable.
better quality of life to citizens. experiences
We connect everyone to the
opportunities of now.
We liberate the internet
We deliver a superior network experience, so that everyone is
connected seamlessly, any time and anywhere.Our brand world
“Let’s fall in love with magenta”
Magenta – much more than just the DT company colour and the most
important element of our brand appearance.
For us Magenta goes one step further – it has become a real feeling to us.
With our lifestyle products our employees show their pride and brand
commitment externally.
In our shop we show our favourite colour: sometimes loud, sometimes
more silent – but always stylish and up-to-date.
lovemagenta.comBrand Value Increase 2021 // US $ 51.1 bn. +500% Brand Value Ranking 2021 by Brand Finance plc, London 2007 // US $ 8.5 bn.
Most valuable European Telco Brand
Brand Value Ranking 2021 by Brand Finance plc, London
# 23
# 89
# 91
# 339
# 335
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