Case Study: Deutsche Bahn (DB Netz) achieves faster complaint handling and improved customer satisfaction with SuperOffice CRM

Deutsche Bahn - Customer Case Study

DB Netz AG, the track infrastructure subsidiary of Deutsche Bahn (with ~295,000 employees across the group), saw its customer base grow from 40 to 380 companies, creating a need for more sophisticated customer management. The existing internal tool handled only basic claims data and could not support faster complaint handling or improve poor customer-satisfaction scores, so the company began searching for a CRM to centralize data and shorten reaction times.

After evaluating vendors, DB Netz chose SuperOffice for its functionality, pricing and user-friendly interface; today more than 2,000 employees—particularly in customer management—use the web-based CRM. The rollout brought location-independent working, easier IT updates, centralized master data and faster complaint handling; customer-satisfaction marks improved from 3.4 to 2.3, internal processes became more transparent and time was saved across teams.

Deutsche Bahn

Ralph Grassel

Project Manager