Customer service redefined: new IT system at DB Cargo

The ninth casa (customer service and sales application) delivery package successfully went live at DB Cargo at the end of November 2023. This was the last major step in the replacement of the old customer service system, which was allowed to go into well-deserved retirement after more than 25 years of service. With the launch of casa (supplied by market leader Salesforce), both sales and customer service at DB Cargo are now equipped with an IT system that meets the latest standards. DB Cargo customers can also expect to benefit; the system provides simple communication channels and clear, consolidated information for all business processes. 

Customised logistics solutions

"As a rail logistics provider, DB Cargo connects customers and industries throughout Europe and delivers goods to their destinations quickly, safely and in an environmentally friendly manner," said Arlene Bühler, CIO/CDO of DB Cargo AG. "With digital systems like casa, we offer our customers tailored and easy-to-use logistics solutions that make us a pacesetter in the DB Group and the entire logistics industry. The keys to success here are strong data and the combined IT expertise of DB Cargo, DB Systel and Salesforce."

"We're proud to have successfully implemented and launched casa in a strong team with DB Cargo and Salesforce," added Christian Hübner, Product Owner in the Innovative Business Process Implementation unit at DB Systel. "By replacing the functional but outdated KUSS system, we've significantly improved our customer service and customer management. We look forward to continuing our shared journey in the modernisation of the IT landscape at our Group partner DB Cargo."

Some 2,000 employees now use casa almost every day in Sales and Control Tower, making it one of the most important software products at DB Cargo. The casa launch also opens up completely new ways, based on the same technology platform, to improve business capacity, such as advanced sales and marketing solutions.

Formula for success: AI, data, CRM and trust

Dr Martin Prager, casa Project Manager, said: "With casa, not only can employees serve customer needs in a targeted manner with a modern CRM system, DB Cargo customers also benefit from faster and more precise service, from quotation requests to invoicing. Thanks to our fruitful cooperation with DB Systel and Salesforce, we're taking customer service at DB Cargo to a new level." 

"We're delighted to support DB Cargo as a technology partner on its digitalisation journey. With the casa launch, we've reached another milestone. With casa, DB Cargo has established an important basis for better future integration of its service, sales and marketing, and it has already achieved a very important goal: Its customers are at centre stage, benefitting from the Salesforce success formula of AI, data, CRM and trust," said Mona Beck, Head of Services Industries Germany at Salesforce.