Overview and key figures
Deutsche Telekom is one of the world’s largest telecommunications companies, delivering mobile, fixed-network, internet, and digital services to consumers and enterprises worldwide. Headquartered in Germany, the company operates at global scale, requiring highly efficient, standardized, and customer-centric internal operations—particularly in Human Resources.
To support this ambition, Deutsche Telekom partnered with Pega to modernize HR services through HRcules, a unified, low-effort HR customer service platform replacing multiple legacy systems.
+50 countries
+250 000 000 customers
Globally
+200,000 employees
Worldwide
+800 HR processes
Managed across multiple geographies
HRcules by Pega: a unified HR platform to automate, orchestrate, and transform the employee experience
Key features:
HRcules platform powered by Pega
A centralized HR service platform replacing legacy HR order management and call-center systems.
End-to-end case management & hyperautomation
Automation of complex HR workflows using Pega’s low-code platform, decisioning, and orchestration capabilities.
Pega Blueprint (GenAI-assisted design)
Enabled rapid alignment between business and IT by translating business ideas into clear, AI-assisted process designs, accelerating process discovery and delivery at scale.
Omnichannel HR experience
Consistent employee experience across digital and assisted HR service channels.
Key results:
✅ 800+ HR processes consolidated into a single platform
✅ HR efficiency increased by up to 80% through automation and streamlined workflows
✅ Process cycle times reduced by more than 50% across HR cases
✅ Up to 50% reduction in manual work, freeing HR teams from repetitive administrative tasks
✅ Improved employee satisfaction, with high satisfaction scores (~8,4/10)
Industry recognition:
Deutsche Telekom Services Europe won the Industry Innovation Award at PegaWorld 2025 – the highest distinction within the global Pega community – thanks to the HRCules platform.