Success Stories
Frederik Dahlke
Project Manager Operations Cockpit
Sascha Ehrenforth
Department Director Central IT
Operations Cockpit: Tool Evaluation for the operational processing of customer inquiries at R+V Allgemeine Versicherung AG
R+V Allgemeine Versicherung AG, based in Wiesbaden, was founded over 100 years ago. As an insurer of the cooperative financial group, it is one of the largest insurance companies in Germany and, together with its cooperative partners, offers the entire range of financial services. Based on cooperative values, R+V aims to put people at the center even in the digital world and to meet its customers, sales partners, and employees at eye level. R+V has set itself the goal of actively shaping digital transformation and offering its customers efficient and first-class customer service.
R+V faced the challenge that existing systems no longer met the requirements for a simple and intuitive user interface that adequately supports customer service employees with a comprehensive 360° customer view when processing complex and individual customer inquiries and processes. For the selection of a suitable new customer service tool, high regulatory standards had to be considered in addition to technical and functional requirements. Furthermore, due to dependencies on other projects, there was an ambitious schedule for reaching a tool selection decision.
R+V faced the challenge that existing systems no longer met the requirements for a simple and intuitive user interface that adequately supports customer service employees with a comprehensive 360° customer view when processing complex and individual customer inquiries and processes. For the selection of a suitable new customer service tool, high regulatory standards had to be considered in addition to technical and functional requirements. Furthermore, due to dependencies on other projects, there was an ambitious schedule for reaching a tool selection decision.
"Methodologically sound approach and partnership-based cooperation"
“For the upcoming tool evaluation, we chose BCM. based on their structured approach with the BCM. Tool-Analyzer as well as their comprehensive and long-standing CRM expertise. The evaluation process included a comprehensive requirements assessment, the creation of a process map and high-level IT target architecture, an RFI process, and specific tool demos by the software vendors. Based on the ‘requirements fit’, evaluations of the tool demos, and commercial aspects, BCM. developed a transparent and comprehensible basis for decision-making for the selection of our future customer service tool.
In our joint project, the BCM. team convinced us with both a content-related and methodologically sound approach, partnership-based cooperation, and adherence to the tight timeline. This enabled us at R+V to make a transparently justified and forward-looking tool selection decision.”
In our joint project, the BCM. team convinced us with both a content-related and methodologically sound approach, partnership-based cooperation, and adherence to the tight timeline. This enabled us at R+V to make a transparently justified and forward-looking tool selection decision.”
Nico Stehle
Managing Director
TTBL Sport GmbH
CRM Maturity Assessment, CRM Strategy, CRM Tool Evaluation & Implementation Support
TTBL Sport GmbH, a subsidiary of the TTBL Trägerverein e.V. based in Fulda, is responsible, among other things, for the organization and execution of the match operations of the Table Tennis Bundesliga (TTBL). Until recently, TTBL was in an initial phase regarding its activities in digitalization, increased customer centricity, and CRM, operating without systematic tool support. TTBL aims to professionalize in CRM and become more customer-centric in order to continuously drive the increase in attractiveness of the Table Tennis Bundesliga and to offer its fans, customers, members, and sponsors an extraordinary customer experience.
"Foundation for more digitalization and customer centricity."
“BCM. supported TTBL with their holistic CRM & Customer Management approach. This broadened our view of the topics of digitalization and CRM once again, as it quickly became clear that CRM is much more than just the selection and implementation of suitable CRM software. The foundation of our joint project was the BCM. CRM Maturity Assessment, in which a current and target maturity level was determined in a joint workshop and a whole series of measures to achieve our desired target maturity level was developed.
Together with the support of BCM., TTBL implemented the measures developed afterwards. For example, we selected and introduced a CRM tool that is suitable for us and sharpened our CRM strategy with vision, mission, and value system. The project significantly helped TTBL to lay an important foundation for more digitalization and customer centricity. This allows us to now continue working continuously and systematically on the implementation of our vision: to increase the relevance of table tennis.”
Friedrich Schandalik
Brand & CX Project Manager
Ivoclar Vivadent AG
Customer-Centric Transformation: CXM Maturity Assessment & CX ValueRator
The “CX ValueRator” is an advanced self-assessment instrument that helps companies recognize and optimize their CRM and CX value. In a digitalized world where customer relationships should be at the center of every business strategy, the CX ValueRator provides clear insight and the maturity level of their customer management.
"Customer focus is an absolute must."
“We were able to carry out the assessment of the CX ValueRator from BCM., and the comprehensive and very detailed report provided us with a lot of new information. Through the professional support from BCM., we received individual feedback that perfectly complemented the results of the report. Customer focus is an absolute must. The CX ValueRator helps to determine the current status in one’s organization, and BCM. helps to take the next step in the right direction.”
Markus Seydaack
Sales Manager
Emuge-Werk
Richard Glimpel GmbH & Co.KG
Customer-Centric Transformation: CXM Maturity Assessment & CX ValueRator
The “CX ValueRator” is an advanced self-assessment instrument that helps companies recognize and optimize their CRM and CX value. In a digitalized world where customer relationships should be at the center of every business strategy, the CX ValueRator provides clear insight and the maturity level of their customer management.
"A helpful and practice-oriented tool for companies"
“The free BCM. CX ValueRator provided us with valuable knowledge about our maturity level in customer management.
The quick overview showed us where we currently stand and was optimally supplemented by individual feedback, in-depth analyses, and strategy recommendations from BCM.
A helpful and practice-oriented tool for companies – whether they want to take the first steps toward customer-centric transformation or are already further along the path and want to determine their position.”
CRM/Digitalization & Sales Excellence Program and SugarCRM Implementation at CHT Group
The CHT Group is currently conducting a program to further increase the maturity level regarding customer orientation and Sales Excellence worldwide in all business areas. To ensure and steer the ongoing digital transformation, several task packages were set up. The goals of the program are the further optimization of the existing customer orientation approach, the increase in efficiency of customer processes, and the implementation of a central Sales Excellence organization.
BCM. supported the CHT Group throughout the project in various roles. BCM. brought its proven methodology and expertise into the execution of a CRM maturity assessment, followed by a tool evaluation and selection process for the future CRM system of the CHT Group. As a result of the vendor-independent evaluation process, SugarCRM was recommended and selected to be implemented worldwide within the CHT Group.
BCM. supported the CHT Group throughout the project in various roles. BCM. brought its proven methodology and expertise into the execution of a CRM maturity assessment, followed by a tool evaluation and selection process for the future CRM system of the CHT Group. As a result of the vendor-independent evaluation process, SugarCRM was recommended and selected to be implemented worldwide within the CHT Group.
"A significant milestone was reached with the go-live of SugarCRM."
“During the subsequent first phase of the SugarCRM implementation, Thomas Hamele supported the CHT Group and the Sugar implementation team as Project Manager. In early December 2021, a significant milestone was reached with the go-live of SugarCRM in the first business area.
The contribution from BCM. significantly supported the transformation process of the CHT Group toward an even more digitalized and customer-oriented organization. Furthermore, Thomas Hamele provided valuable advice, business insights, and best practices from other reference projects and industries.”
The contribution from BCM. significantly supported the transformation process of the CHT Group toward an even more digitalized and customer-oriented organization. Furthermore, Thomas Hamele provided valuable advice, business insights, and best practices from other reference projects and industries.”
Preliminary Study: Market Inquiry for Future CRM Ecosystem
Deutsche Bahn Fernverkehr AG intends to realign its CRM IT system landscape to meet future customer management requirements. In the course of this, suitable IT systems for a CRM ecosystem are to be evaluated and existing legacy systems are to be replaced in the future.
BCM. significantly supported Deutsche Bahn in its market inquiry for its future CRM ecosystem. BCM. accompanied the project with a transparent, methodologically sound approach using the CRM tool evaluation method. In addition to the requirement specification together with the specialist departments and the creation and evaluation of the market inquiry documents, BCM. also provided significant added value through benchmarking regarding CRM at comparable companies and with best practices.
The project decisively helped DB Fernverkehr AG obtain a market assessment regarding a future CRM ecosystem. This provides an important basis for the subsequent tender and implementation phase.
BCM. significantly supported Deutsche Bahn in its market inquiry for its future CRM ecosystem. BCM. accompanied the project with a transparent, methodologically sound approach using the CRM tool evaluation method. In addition to the requirement specification together with the specialist departments and the creation and evaluation of the market inquiry documents, BCM. also provided significant added value through benchmarking regarding CRM at comparable companies and with best practices.
The project decisively helped DB Fernverkehr AG obtain a market assessment regarding a future CRM ecosystem. This provides an important basis for the subsequent tender and implementation phase.
"The future CRM ecosystem will create the prerequisite for addressing and serving DB customers even more according to their needs, individually and more purposefully."
Digitalization Program at Dexcom – Automation & Robotization of End-to-End Customer Processes using Salesforce & RPA Technology
Dexcom is currently conducting a program to automize and robotize their end-to-end customer facing processes. Several workstreams were set up to ensure and manage the digitalization efforts using Salesforce Sales & Marketing Cloud as well as various RPA technologies. The objectives of the program are to further optimize the existing customer centricity approach, increasing the efficiency of customer processes as well as focusing on further increase of outstanding customer experiences.
BCM. supported Dexcom in various roles such as executing the Program Management, leading different workstreams as well as providing consulting support. Since Automation and RPA are critical success factors within the medical products and healthcare industry, Dexcom is actively shaping and developing their business processes as basis for growth and customer centricity as well as improved employee experience.
"Valuable advice, business insights and best practices"
BCM’s contribution has greatly supported Dexcom to execute the Automation & RPA Program in time and requested quality. Furthermore Thomas Hamele and his colleagues provided valuable advice, business insights and best practices from other reference projects and industries. As a result, Dexcom significantly increased their maturity level regarding digitalization and customer management. Customers will directly experience the impact through highly personalized and fast customer service as well as shorter processing times.“
BCM. Tool Evaluation
TENTE International is currently realigning its global IT systems and its strategy for customer management in the areas of Marketing, Sales, and CRM. Objectives include further optimization of the customer-centric approach, efficient process execution, and globally standardized IT systems.
In a joint project, BCM. supported TENTE in the analysis and conception of a maturity assessment regarding the status and target state of customer management. Marketing, sales, and product management processes were analyzed, and a suitable customer management ecosystem was subsequently evaluated and recommended. The BCM. Tool-Evaluation provided a methodology for the task, which significantly contributed to the objective and efficient selection of the future customer management tool landscape.
"Globally uniform 'state of the art' IT systems and processes"
“The project significantly helped TENTE to select the tool components best suited for existing requirements. This allows TENTE to take care of its customers even more intensively in the future and to use globally uniform ‘state of the art’ IT systems and processes.”
"Always one step ahead of the market"
“I have always experienced Thomas Hamele as very professional, always one step ahead of the market. Due to his positive and powerful manner, it was always a pleasure to solve challenging topics with him.”
René Philipp Schmidt
Information Technology Project Management
"Positive business acumen and full commitment"
“We had and have the intensive opportunity at Magic Software to work together with Thomas Hamele. This cooperation was always characterized by great professionalism, know-how, experience, and trust. His positive business sense and the full engagement he brings to his projects, his team, and his company distinguish him. His strategic visions are excellent, and I would recommend him and his consulting services to any ambitious company.”
Stephan Romeder
Vice President Global Business Development
"In-depth CRM and customer know-how"
„I worked with Thomas on a large project which included the implementation of a CRM for a part of a large Swiss bank. The project included the analysis of the client needs, the definition of the business and IT processes, the implementation of the software and the integration with the ERP system. Thomas did a really great job during all project phases. In the discovery workshop he drove the requirement gathering processes in a very savvy way and was able to identify the main needs quickly. His in-depth CRM and customer know-how allowed him to depict the current and desired future state in a concise way which was a „big plus“ during the implementation phase. Based on my personal experience, I may recommend Thomas for any CRM work in FSI.“
Benny Gasser
Global Accounts Director
"Goal-oriented impulses and support services for the organization"
“Thomas Hamele and his BCM team bring targeted impulses and support services to the organization with their extensive experience in the topics of CRM, Customer Analytics, Customer Segmentation, and B2B Sales. Personally and professionally, I enjoy working with Thomas Hamele and particularly value the expert knowledge in analytical CRM topics.”
Renier van Lill
Marketing Manager – Business Steering & Strategic Marketing
"Sustainable and implementation-strong solutions"
“I have valued the exchange with Thomas Hamele as a proven expert in customer management for a long time. He understands perfectly how to bring external impulses into a company and to develop sustainable and implementation-strong solutions within the team.”
Kaspar Trachsel
Head of Sales & Marketing I Member of the Executive Board
"Valuable impulses and significant benefit"
“Thomas Hamele and his team bring valuable impulses and significant benefit to the organization with many years of experience and innovative project approaches.
I particularly value the expert knowledge in holistic CRM, Next Generation Customer Analytics, Data-Driven Marketing, and Digitalization.“
Mark Brauch
Director Direct Marketing & Agencies
Binding customers with a personal touch
Customer loyalty is a decisive issue for statutory health insurance funds. Price competition through varying additional contributions puts the loyalty of many insured members to the test. The solution: In the future, it will no longer be enough for health insurance funds to simply satisfy their customers. They must bind them to the company permanently. ikk classic does this very successfully – with the help of the Fan-Principle. The fan-rate of ikk classic is excellent – which is why the company has been one of the award-winning Customer Champions for years.
"Satisfied customers are our capital"
Dietmar Flörke, Head of Quality Management at ikk classic, explains in an interview how the employees of the health insurance fund turn their customers into fans. And why they can rightly call themselves Germany’s Customer Champions.
"Always focused on delivering significant value to our customers"
„I worked with Thomas on large customer centric and digital transformation projects within the European financial services industry. Thomas and his CRM Team were always focused on delivering significant value to our customers. Based on my experience I‘m happy to recommend Thomas and his CRM Team for any CRM projects from strategy to implementation.“
Dr. Eric Günter Krause
Partner and Trusted Advisor for Financial Services Institutions bridging business and technology
We look forward to your inquiry
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We look forward to meeting you!
Yours, Thomas Hamele
We look forward to meeting you!
Yours, Thomas Hamele
