%30
Resolution rate on records handled via TT Resolution Center
Case Study
Türk Telekom: From Fragmented Processes to Unified Customer Resolution
Türk Telekom x Etiya
JUNE 11, 2026
Driven by its commitment to customer satisfaction and operational excellence, Türk Telekom embarked on a digital transformation journey to modernize its customer service operations. By implementing the TT Customer Solution Center on FlowE, the company accelerated service delivery, unified fragmented processes, and improved operational agility.
Türk Telekom Case Study
Discover the strategy, technology, and measurable outcomes behind Türk Telekom’s customer service transformation.
50+
Screens consolidated into a single hub via Forms
44
Total database connections integrated with various systems
Company Overview
As Türkiye’s leading information and communication technologies company, Türk Telekom provides end-to-end digital solutions to millions of individual and corporate customers through its extensive portfolio of products and services.
Number of Employees
1000+
Country
Türkiye
Industry
Telecommunications
The Need for Transformation
Türk Telekom launched a transformation initiative to improve and streamline its customer complaint management experience with FlowE. The project aimed to:
- Ensure data integrity across multiple systems and interfaces
- Accelerate manual data transfers in processes initiated by customer requests
- Standardize role-based access and approval workflows
- Improve coordination and task tracking across support teams
- Eliminate operational delays in measuring process performance
Key Improvements and Capabilities
With FlowE, Türk Telekom achieved significant improvements through automation and process enhancement initiatives designed to accelerate customer complaint resolution and elevate customer experience.
Resolution at the First Point of Contact: An Improved Customer Experience
Faster Escalations and Handover Between Teams
Faster, Automated Resolution of Customer Complaints
Integration Across Systems and Interfaces
“The Türk Telekom Customer Solution Center application, built on Etiya FlowE, enables our Customer Service and Support teams to quickly access the information they need within their authorized roles. It has also created a more agile operational environment, allowing us to respond to issues faster and deliver a better customer experience.”
İsmail Odabaşı
1st Level Customer Applications Operations Manager, Türk Telekom
Conclusion: Transforming Customer Service
By centralizing processes and orchestrating workflows on a single hub, FlowE enabled Türk Telekom to enhance both operational efficiency and customer satisfaction. The TT Customer Solution Center now serves as a scalable foundation for continuous digital transformation.
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