The Deutsche Bahn with its ca. 295.000 employees is the largest railway company in Europe and interacting worldwide. Different divisions provide services in mobility, logistics and infrastructure.
The DB Netz AG is a subsidiary of the Deutschen Bahn AG (DB AG) and its responsibility inside the Deutsche Bahn group is the track system. In 1994 it’s been 40 companies that were having a business relation with the DB Netz AG. Nowadays it’s 380 companies that are a customer of the DB Netz AG and using the railway for their businesses.
The increasing number of customers caused an increasing need for services. That‘s why it was clear, that an appropriate system was needed. The already existing internal solution of the company was only practicable for basic claims data and did not really fit here. A CRM solution for the business field was needed. This CRM solution was supposed to support the customer management, because the yearly customer satisfaction survey showed that this department was having deficits according to the field of complaint handling. A CRM solution was supposed to support and to bring the changes, like shorter reaction times when working on a complaint, the DB Netz AG was looking for.