The number of active users of the Telekom mobile app doubled between July and September 2020 compared to the same period in 2019, and the number of customers receiving an electronic bill increased by 70% in the same time frame
In fact, the pandemic caught Telekom Romania in an almost unprecedented situation: the digital transformation process had already started in 2018, the newly established Digitalization Division was already working on several projects, the website was being adapted, the MyAccount application was "renovated" , software bot implementations in progress – all obviously with the normal and mundane goal of streamlining operations.
Gabriel Trăistaru, Director of the Digitization Division within Telekom Romania, says that the sudden jump to online in March, when traffic restrictions were introduced, did not cause any shock, as the digital infrastructure was already prepared. Moreover, as he explains, "we have proposed even more functionality in our mobile application, allowing customers to manage their service needs from the comfort and safety of their homes, and we have introduced a Chatbot, which is available to our customers at any time of of the day, to provide them with quick responses to requests."
Consequently, hundreds of thousands of Telekom Romania subscribers opted for the electronic invoice this year, that is, they receive the invoice on an e-mail address, which they can pay online, in the My Account application.
From the series of innovations introduced by Telekom Romania before the pandemic, but which proved to be extremely inspiring and requested by customers, is the Smart Wi-Fi product – the fixed internet modem that only needs to be plugged in.
In fact, Telekom Romania customers have been looking for and are looking for communication products with unlimited internet, the company's strong point. Mobile Unlimited – the subscription that offers unlimited 4G net traffic, unlimited national minutes for only 6 euros/month VAT included, was and is the star of the online store, for example.
