DSL Hilfe – The Deutsche Telekom´s top rated app
In June 2012
DSL Hilfe app started life as a troubleshooter for resolving Internet access
problems. Since then its range of functions has broadened significantly so that
with over 250,000 total downloads and extremely positive user feedback (with
average assessments well above the 4 stars mark) the tool has developed into
one of Deutsche Telekom's top rated apps.
work in technical project management and application development, T-Labs has
been decisive in driving DSL Hilfe all the way from its first prototype to the
final product all through its many versions. The story of the app's genesis
also owes a lot to outstanding interdisciplinary cooperation with Telekom
Deutschland's customer service and to the product management provided by
Products & Innovation.
The app has won a number of prizes since its first creation, including the Good Design Award 2013
and in June 2014 the YouGov Award
for "Best Service Innovation."
DSL Hilfe – which is available in a smartphone and tablet version for iOS and Android – provides support for Deutsche Telekom's fixed-line customers in setting up new DSL connections and in converting existing connections to Voice over IP. Using the app, the customer can scan in the DSL access settings that are provided in all customer correspondence in the form of QR code and pass them on to the Speedport router by WiFi. Users can configure the router quickly and easily in just a few steps using the DSL-Hilfe app.
In addition to this, DSL Hilfe also helps customers to find the problem when a fault appears in their Internet connection. In a step-by-step process, the app hones in on the problem, which can then usually be resolved by the customer him or herself. A great many errors can be detected automatically by the app as it autonomously reads the settings in the Speedport router. The app then gives instructions on how to resolve the error. If the customer does not manage to resolve the error himself using the app, then he or she is connected with a customer advisor from the Telekom customer service by phone or live chat (available from November 2014
DSL Hilfe supports all Speedport routers used by Deutsche Telekom since 2006.
But the DSL Hilfe
app's development is by no
means finished. On the contrary, at the beginning of 2014 the app was handed over to the
Products & Innovations department to ensure that it continued to receive
ongoing development into the future. At the moment we are working on support
for Deutsche Telekom's new hybrid Speedport router, which is due for release
onto the market at the end of 2014.