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Frank Leibiger

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About hot-cakes - and Salesforce

If Deutsche Telekom were a bakery then our Salesforce solutions would be the hot-cakes. Because the Telekom Cloud-based Salesforce offer is flying of the shelves right now. Business customers have signed over 200 contracts in the last twelve months alone. That's an average of 4 a week!

Salesforce is the first fully cloud-based corporate software. Customer, marketing and service data is all available via a platform and, upon request, even on mobile devices.  Deutsche Telekom has exclusive rights to market the US provider's platform in Germany and operates it from a highly secure data center. As such, customers' data are, of course, covered by German data protection regulations – something that was evidently appreciated by the approximately 60 companies who became new Telekom customers for Salesforce.

Users are also impressed with the high degree of automation provided by Salesforce's sales and service cloud, freeing up employees to handle customer service and sales.  This is a very tangible example of how digitization can enhance customer-related services such as sales, marketing and customer care.

"The system's efficiency of the processes and the functional flexibility provide a firm basis upon which we can ensure a high level of customer satisfaction in the long term,"

says Dr. Robert Zores, managing director and CTO of REWE digital. The retail group's digitization subsidiary is responsible for online supermarket REWE.de and uses Salesforce in the Telekom Cloud for customer service. Online shopping for groceries is booming. Just three years after it was established, REWE digital now operate premises housing more than 500 employees in Cologne's Carlswerk industrial quarter, as well as six Logistics Centers with 1,800 employees.

Westfalen AG is similarly enthusiastic (German only). "We've turned our IT strategy around 180 degrees over the last few years," Dr. Meike Schäffler, director of IT at the energy technology specialist tells our Salesforce colleagues. "For decades Westfalen AG was known for managing all of its own IT infrastructure, including in-house process design, software development and system operations. Once we successfully made the jump to the cloud the entire Management Board and the director of strategy saw the advantages. We are now gradually moving everything to the cloud."

In such cases it is fortunate, for example, that T-Systems can integrate inventory data into SAP with Salesforce. Experts talk of data orchestration, which, simply put, means linking "old" and "new" data together. Because even in the future, other than start-ups, very few companies will keep all of their data in the cloud. Still, it is important to break down silos and make it possible to process data quickly and efficiently without system discontinuities.

This is where Deutsche Telekom's ecosystem idea comes into play: Telekom has procured a comprehensive selection of cloud-based partner solutions like Salesforce for its business customers. Thanks to these solutions they will be able to digitize all of their business processes, if not their entire business models. DocuSign ) is another example. This quasi standard for electronic signatures enables full digitization of contract management. Thanks to DocuSign is no longer necessary to print out and sign documents for them to be legally binding. And as DocuSign is a cloud-based solution, it can also be integrated with Salesforce. Available in the Telekom Cloud since March. ...and it's also selling like hot-cakes.

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