Case Study: DB Systel achieves world‑class customer service and scaled support with Rocket.Chat

How DB Systel, Partner of Deutsche Bahn, Provides a World-Class Customer Service Thanks to Rocket.Chat

DB Systel, the digital partner of Deutsche Bahn, wanted to build a simple SMS‑operated concierge to increase user adoption of a travel app and lower barriers to entry. They needed a self‑managed chat platform with live‑chat/omnichannel capabilities, Twilio integration and enterprise security (OAuth), and chose Rocket.Chat for its open‑source model and extensibility.

Using Rocket.Chat’s Omnichannel features — and later its Secure Hosted Service (cloud) — DB Systel launched ReiseBuddy and then Assistify, combining human agents with AI to handle standard questions. The solution led to measurable impact: ReiseBuddy won the “Diamond Star” award, Assistify now serves about 4,000 employees daily, supports millions of multilingual queries, reduced operational overhead after moving to Rocket.Chat’s cloud, and benefited from ongoing code contributions and translation improvements with Rocket.Chat.

DB Systel

Oliver Jägle

Software-Developer