From months of waiting to immediate results

How a European telecom giant transformed digital accessibility 

A European telecom provider with 330 million customers, 92.000 employees, and operations in 15 countries needed to quickly comply with new accessibility regulations. The result? A clear improvement immediately noticeable for both customers and employees. 

The problem was simple (but big)

Imagine: you have 330 million customers and suddenly you're told that all your digital communications—consumption overviews, invoices, emails, websites, apps, interactive videos—must be accessible to people with disabilities. And by June 28, 2025. 

The risks were clear: 

• Legal risk: fines of up to €100.000 if you fail 

• Customer risk: 75-80% of people with disabilities have bad experiences with customer service 

• Competitive risk: customers switch to companies that are accessible 

The real problem? Their current process for making a single page accessible took 6 weeksWith hundreds of thousands of documents per year, that was simply unfeasible. 

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The solution: automate what was manual 

It was time for a different approach. No expensive consultants and lengthy analyses, but a scalable approach that makes accessibility part of daily work. 

The solution combined: 

• Smart data integration: automatically combine information from different systems and formats 
• Standardization of master data: Customer numbers, amounts and dates are automatically tagged so that structure and reading order are correct 
• Orchestration and monitoring: File systems and databases are continuously monitored; outputs are automatically fed back to other systems 
• Widely applicable: not only documents and invoices, but also CCM systems, Office documents and existing files 
• Wide accessibility: more than just PDF/UA – also subtitles, audio descriptions, simplified language and color schemes 

The result: speed and impact 

 What used to take six weeks now takes 20 minutes per page. In concrete terms, this means: 

• Thousands of documents made accessible every day 
• First accessible process bot launched (for inclusive communication automation)
• First accessible chatbot live for customers
• All communication – from invoices to newsletters – becomes automatically accessible
• The company is on track for full certification with the Institute for Blind Studies 

Why this is important 

This case is not just about compliance. It's about 330 million customers who all need to be able to understand and use your communication. 

And it shows that accessibility doesn't have to mean "expensive, slow, and complicated." With the right approach, it simply becomes part of how you work. Because ultimately, it's about every customer—regardless of their disability—being helped effectively. 

Dialog Group – Turns customer interactions into profitable relationships 
Dit article is based on the original CASE​ study van Precisely.