Transformation means breaking down silos, interlinking the value chain and customer journey, and using technology as a growth engine. It all starts with a clear target picture in which success is anchored early on. In a holistic strategy, the business model is conceived as a digital platform in which all stakeholders and their needs are intelligently interconnecting across all business areas, sales channels, and markets.

North Star | The ambitious transformation goal leverages new technologies and serves as a North Star for everyone involved, from owners to management to employees.

Operating model | The new target picture becomes effective, transparent, and measurable for everyone in the organization. The new operating model creates clarity about services, roles, data, and systems.

Value creation | The internal value chain is seamlessly recorded. Together with the employees, the individual services are well-defined: “Who does what with which data in which system?”

Customer focus | Companies like to talk about customer orientation. In fact, however, the entire value chain must first be thought of “backwards” from the customer’s perspective! The entire service provision then naturally takes place “forward” and serves the previously defined customer journey.

Services | The results are always coordinated across departments, bundled in a service catalog, and stored with clear responsibilities and qualitative and quantitative key figures. Every service is aimed at a customer, even if they are located within the company.

Excellence | It is crucial for success that each service is provided functionally only once across the company, in one team, with clear data and only one application. This creates operational excellence and efficiency on the part of the employees.

This simplicity, clarity, and transparency are the prerequisites for successfully implementing digitalization along the entire value chain. This ensures that the same services, processes, data, and systems are always used. And the customer decides flexibly which service to use, through which channel, when, and how.