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Deutsche Telekom drives digital
omni-channel transformation with MongoDB

Photo of a man using his phone.

The Challenge

DT needed an efficient, developer-friendly database to speed deployments, reduce time to market, and support a resilient, scalable B2C digital platform for DT’s 30M customers across Germany.

Our Solution

DT adopted MongoDB Atlas—spinning up clusters in 10 minutes, enabling developers to start using them within 20 minutes— seamlessly integrating into its ecosystem to build a scalable, agile B2C platform.

Outcome

  • 1.5M+ daily interactions handled
  • 60M+ records managed
  • Faster time to market
  • Resilient, scalable, and cost-efficient B2C platform
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Industry

Media & Entertainment

Telecommunications

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Product

MongoDB Atlas

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Use Case

Modernization

Personalization

Single View

THE CHALLENGE

Using MongoDB Atlas powers B2C digital transformation for Deutsche Telekom

A global telecommunications leader, Deutsche Telekom delivers mobile, fixed-line, and TV services to millions of customers across 11 countries. As one of Europe's largest telecom providers, Deutsche Telekom is committed to continuous innovation, and has been striving to modernize its infrastructure while placing customer experience at the heart of its operations. “We’re working hard to turn customers into fans,” says Johannes Sonner, Technical Product Manager at Deutsche Telekom.

Central to Deutsche Telekom’s modernization effort is a strategic push to transform its business-to-consumer (B2C) digital channels in Germany, which involves streamlining customer-facing applications while retiring fragmented and outdated legacy systems. This digital omni-channel transformation (DOT) focuses on creating new digital business capabilities to support all customer-facing channels. It takes a two-part approach: building a unified product layer and a streamlined API layer, which together replace the functions once managed by older CRM systems. “Our idea is to completely revolutionize the customer experience on every digital channel for B2C,” says Mamta Bharti, VP, Digital Platform Owner – B2C at Deutsche Telekom.

To manage the simultaneous scaling of digital services and development teams, DT‘s D.O.T. program established its Internal Developer Platform (IDP), which powers a range of projects and services while meeting the needs of its business and developers. The IDP ensures scalable, reliable, and resilient platforms that deliver a seamless experience to Deutsche Telekom’s 30 million customers across Germany. For developers, it provides a streamlined, cloud-native environment that enables faster time-to-market and consistent development workflows across teams with defined security policies, and which maintains compliance with regulatory standards.

However, building such a platform at scale requires not only strong development tools—it demands a flexible, high-performance data infrastructure. “That’s where MongoDB and AWS come in,” says Bharti. “We’ve incorporated both into our DOT ecosystem to revolutionize the whole customer experience.”

Deutsche Telekom logo
“We can do the best with MongoDB because it fits into our ecosystem the way we want it to, it’s efficient in every way. Within 10 minutes we can spin up a cluster and within 20 minutes a developer can use it. With MongoDB as a part of our landscape, our time to market is reduced and we are set for the future.”
Mamta Bharti
VP, Digital Platform Owner – B2C, Deutsche Telekom

OUR SOLUTION

Transforming interaction for 30 million customers through unified digital platforms

Three years ago, Deutsche Telekom selected MongoDB Atlas as its database as part of a broader enterprise architecture strategy; the company wanted to reduce reliance on physical shops and large call centers—where over 15,000 staff still handled customer queries—and therefore needed a platform that could support a vastly improved digital-first customer experience. Delivering fast, seamless service online would reduce operational costs and drive stronger uptake in the German market. MongoDB Atlas’s managed service offering and performance at scale made it a natural fit to support this vision.

“We want to scale further,” says Bharti. “And with scaling, you always go for a solution which is more resilient, is cost efficient and developer friendly. MongoDB ticks all of these boxes.”

Within Deutsche Telekom’s IDP, MongoDB powers numerous use cases, playing a central role across customer interaction and product order management. Whether a customer is viewing their contract, purchasing a new mobile device, or adding services like Magenta TV, MongoDB handles the associated data. It’s also integral to Deutsche Telekom’s 360-degree customer view; Deutsche Telekom's Customer Data Platform (CDP) unifies customer information from previously siloed systems, creating a comprehensive, real-time customer profile. By leveraging MongoDB's flexible, schema-less architecture, the CDP efficiently integrates diverse data structures, enabling seamless access to customer data across digital channels such as mobile apps and web portals.

Currently, Deutsche Telekom operates 90 MongoDB Atlas clusters, managing over 60 million customer records and ensuring that customer data is efficiently stored and accessible. Notably, just the most critical services account for over one terabyte of data. Now, as Deutsche Telekom prepares to scale DOT to other national companies, the team is confident in MongoDB’s support. “With MongoDB, provisioning time is basically zero,” says Sonner. “There isn’t a single database specialist in our project team. One of our most important scalability metrics is how many developers we’re able to support per platform engineer—and now, it’s about 1:40. MongoDB has a big impact on that, and looking to the future, I’m sure we can scale that number even further.”

Deutsche Telekom logo
“We want to scale further. And with scaling, you always go for a solution which is more resilient, is cost efficient and developer friendly as well: MongoDB ticks all of these boxes.”
Mamta Bharti
VP, Digital Platform Owner – B2C, Deutsche Telekom

OUTCOME

Empowering agile development with a robust data infrastructure

Deutsche Telekom's adoption of MongoDB Atlas has significantly enhanced the company’s operational efficiency and developer productivity. Its out-of-the-box tools simplify query optimization and performance tuning, reducing the need for manual configurations and enabling developers to focus on building features rather than managing infrastructure. The platform's reliability and scalability have eliminated the necessity for dedicated database administrators, aligning with Deutsche Telekom's goal of maintaining a lean and effective B2C team, a move that not only cuts costs but also accelerates the development lifecycle.

Meanwhile, MongoDB's robust architecture ensures high availability and resilience, supporting Deutsche Telekom's commitment to delivering consistent and scalable services to its customers. With customers no longer having to interact with separate systems for each service type their experience has been transformed—and in keeping with its vision, Deutsche Telekom has seen their digital engagement swell. Daily interactions on its digital platforms have surged from under 50,000 three years ago to approximately 1.5 million today. A key contributor is the MeinMagenta app, which has been downloaded by over 10 million users and facilitates daily interactions for around 700,000 customers, enabling them to manage bills, purchase add-ons, and access streaming services. It is one of 500 applications that the Internal Developer Platform now supports alongside other key customer touch points like the OneShop e-commerce platform, Magenta TV and a customer self-service portal.

Additionally, Deutsche Telekom’s CDP, built on MongoDB Atlas’s flexible, schema-less architecture, has significantly enhanced the company's ability to manage large-scale customer engagement initiatives. Previously, legacy systems struggled to handle simultaneous logins from as few as 10,000 users. Now, the CDP supports up to 15x that load, enabling robust campaigns like the company’s Magenta Moments loyalty program, which offers exclusive deals and early access to events for Telekom customers. As Deutsche Telekom gradually retires legacy systems, it continues to scale the CDP, integrating increasing volumes of customer data and facilitating more personalized and efficient digital experiences.

“We can do the best with MongoDB Atlas because it fits into our ecosystem the way we want it to, it’s efficient in every way,” says Bharti. “Within 10 minutes we can spin up a cluster, and within 20 minutes a developer can use it. With MongoDB Atlas as a part of our landscape, our time to market is reduced and we are set for the future,” she concludes.

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