Efficiencies

The better our networks are utilized, the more efficient we can become. Because of this, customer growth – in terms of both customer numbers and usage intensity – is central to our efficiency. But our Leading Digital Telco vision also means orienting our efficiency to that of digital companies like Netflix and Microsoft. The digital transformation is key to further enhancing cost efficiency throughout our entire value chain: from the customer interface, to our production processes, through to the management of our own infrastructure and supply chains.

Over the last few years, we have continually invested in our digital customer touchpoints. We offer our customers a wide variety of digital service tools, such as our digital assistants that empower customers to quickly and directly resolve certain concerns and issues via self-service. The central platform for digital customer interactions in Europe and Germany is our OneApp, with around 73 % of customers using it in our European footprint, and around 47 % in Germany. In addition, we place great importance on finding a quick solution to our customers’ issues. In 2025, we increased our first-call resolution rate again, i.e., the customer issues we resolve directly at the first point of contact (76.0 %; 2024: 74.1 %).

Another factor that plays into an outstanding customer experience and rapid resolution of issues is a 360° view of our customers across all channels, both online and offline. Magenta View is our front-end platform for all employees with direct customer contact, delivering all necessary customer data from a single source. At the end of the reporting year, almost 27 thousand employees in Germany were benefiting from Magenta View.

We also want our internal operation to be as efficient as possible, i.e., in terms of time and costs. In building out our fiber-optic networks, for example, sensors on our T Cars record environmental data to support automated fiber-optic planning. The entire planning process is supported by AI: from the recording of the surfaces and appropriate civil engineering planning, through to digital dialogue with municipalities for approval processes. This reduces planning time significantly. Digitalization is also helping us unlock efficiencies in our network build-out: the Digitale Baubegleitung online tool keeps a digital record of construction progress and up-to-date site measurements, and enables process automation. Another way we are improving efficiency is by automating our network operations. Autonomous networks can predict and address issues before they affect the customer. Automated ticket handling helps speed up troubleshooting: AI-powered tickets are generated from customer complaints about network disruptions and precise measures are derived to clear the incident. With the new Sprinklr platform, we are enhancing our customer service efficiency and reducing complexity in our workflows. Sprinklr is a modern, AI-powered platform that integrates everything we require to deliver efficient, omnichannel, customer-oriented support, from hotline services to precise customer inquiry processing to digital service. We also continually scrutinize our internal processes and further optimize them wherever possible. We will therefore systematically continue on this path of cost transformation.