Case Study: DB Schenker achieves 90‑second request handling, 100% automated reporting and improved customer satisfaction with Creatio

DB Sсhenker streamlines customer engagement thanks to Creatio CRM solutions

DB Schenker, the global logistics subsidiary of Deutsche Bahn AG, needed to modernize its customer service after agents were managing requests in Outlook, which left processes opaque and performance monitoring insufficient. Seeking faster case lifecycles, better operational transparency, improved interdepartmental communication, Lean-driven efficiency, and configurable analytics, DB Schenker selected Service Creatio from Creatio to address these gaps.

Creatio implemented Service Creatio to consolidate customer data, automate case management with auto-assignment, deploy a business process engine for notifications and cross-departmental emails, provide customized action dashboards, and add an NPS feedback tool. The results included a 30% reduction in time spent researching customer information, 100% of reports automated, average phone wait time cut to 10 seconds, total request handling time reduced to 90 seconds, and negative customer feedback down to 2%—demonstrating Creatio’s impact in unifying data, automating workflows, and improving customer engagement.

DB Schenker