Handwritten notes and overflowing filing cabinets are a thing of the past in German offices. According to the Digital Office Index 2023, an overwhelming 95 percent of German companies use at least one digital office solution such as ERP, ECM or CRM.

"As digitalization advances, completely new opportunities are available to companies. By implementing automated and seamless end-to-end workflows, companies can alleviate the workload on their staff, enabling them to dedicate more time towards providing exceptional service to their customers and prospects. A CRM solution precisely addresses this need by serving as a central platform within the company, facilitating a customer-centric alignment of all work processes,"

explains Marcus Bär, Chair of the CRM Working Group in Bitkom and Member of the Board of Directors of CAS Software AG.

Despite the digital transformation, successful companies continue to distinguish themselves through the cultivation of trusting relationships with customers, prospects, partners and suppliers. Since companies with a deep understanding of the specific needs of their (target) customers and the ability to respond individually to them are able to adopt a customer-centric approach, resulting in inspiring moments throughout the entire customer journey.

Small and medium-sized enterprises have a lot of catching up to do
As companies evaluate the digitalization level of their business and administrative processes, it becomes evident that small companies, in particular, recognize they have a lot of catching up to do. Overall, 49 percent of the companies assessed see themselves as lagging behind in terms of digitalization. For companies with a workforce ranging from 20 to 400 employees, the assessment was even worse.

"Digitalization constitutes a pivotal step, particularly for small and medium-sized enterprises. They often face problems resulting from limited resources or staff shortages. To avoid falling behind and to ensure their future sustainability, they must embrace the full potential of digitalization. Adopting best practices can expedite the initial steps and ultimately pave the way for success," says Marcus Bär.

By using a CRM + AIA® solution such as CAS genesisWorld, companies establish the ideal foundation to ensure their long-term positioning for the future, irrespective of whether they are a small family business or a large corporation. Instant access to critical key figures and evaluations provides swift information about project opportunities and risks, acquisition prospects and current business performance. Armed with this knowledge, companies can make accurate forecasts and informed decisions, paving the way for a sustainable corporate strategy that brings long-term success.

Restrained use of AI chatbots
The opportunities provided by artificial intelligence are developing rapidly. AI chatbots, in particular, offer immense potential for companies, with soaring expectations regarding their future ability to assume key roles in customer communication.

But many are still on the fence when it comes to AI: While nearly half of all companies are convinced that AI chatbots will revolutionize office work, the vast majority want to adopt a wait-and-see approach, observing the experiences of other companies before embracing AI chatbots themselves.

"Digital assistants have become part of daily work routines in numerous companies. For instance, they perform data analyses, effortlessly present necessary information without lengthy searches and provide unwavering support in continuous workflows across the marketing, sales and service sectors. Companies need to take advantage of these opportunities to remain competitive," claims Marcus Bär.

Need for investment and a shortage of experts are digitalization hurdles
Saving costs and resources, remaining competitive and becoming more sustainable – the reasons for digitalizing business processes are multifaceted. At present, the shortage of skilled personnel is impeding digitalization efforts in many companies. Further, the need for investment is too high and prevents many companies from pushing ahead with digitalization. But these hurdles can be overcome with ease nowadays. Digital solutions, in particular, are able to adapt to the unique requirements of a company – even in terms of its operating model and financing.

"CAS solutions empower companies to make the choice that best suits their needs, allowing them to opt for a CRM solution as a cloud-based, on-premise, purchased or rental option. This freedom of choice allows them to remain flexible and to keep initial investments low," says Marcus Bär.

Many companies ask themselves whether a CRM is actually worthwhile. The ROI calculator is a valuable tool here. Drawing on real-world practices, it uses realistic benchmark values to determine when the savings outweigh the costs. Start your ROI calculation now.

With our proven implementation method, we ensure successful integration of CRM within your company, fostering close collaboration among all stakeholders to cultivate enthusiasm and joy in working with the CRM solution.

The origin of software is becoming increasingly important – digital sovereignty as a decision-making element
Global crises have prompted companies to intensify their focus on both digitalizing their business and administrative processes, as well as scrutinizing the country of origin of the software to ensure secure access to data. In the search for the right software solution, seals and awards act as valuable guidance.

"The protection of sensitive data is paramount when it comes to digitalization. Certified with the "fair.digital" seal of approval and awarded "Software Made & Hosted in Germany", CAS genesisWorld stands for uncompromising data security. This ensures the digital sovereignty of everyone," Marcus Bär emphasizes.

By implementing a CRM solution, companies establish an ideal foundation for meeting the heightened expectations of customers and ensuring compliance with strict data protection regulations.

Ensure your company thrives in the future by utilizing a customizable CRM solution, enabling the creation of enduring and inspiring relationships for years to come. Our certified CAS partners are more than happy to provide advice and answer any questions you may have.

Further information on the Digital Office Index 2023
Background to the study: On behalf of the digital association Bitkom e.V., 505 companies in Germany with 20 or more employees were surveyed by phone.

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