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Siemens Mobility takes a transformative approach to the way teams work together and serve customers

Updated: Jul 26, 2024



Siemens Mobility is a leader in intelligent and efficient mobility solutions for urban, interurban, and freight transportation. Friedrich Beyer, VP of IT Product Line Analytics and Functions at Siemens Mobility, recently joined Emily at Ignite to discuss the company’s transformative approach to teamwork and customer service, with a focus on the role of Dynamics 365 in their journey.



Dynamics 365: A Transformative Journey


Friedrich explained that Siemens Mobility’s journey with Dynamics 365 began with a CRM evaluation. The company sought a new application that met their requirements out of the box, leading them to choose Dynamics CRM. Despite the challenges posed by the pandemic, Siemens Mobility successfully introduced Dynamics in April or May of last year, releasing their first MVP by October. Since then, they have continued to roll out additional releases, integrating the CRM into their global Siemens architecture, including in China and the US. Today, their CEO refers to Dynamics CRM as their “single source of truth.”




Siemens Mobility takes a transformative approach to the way teams work together and serve customers



The Role of Microsoft Teams


Collaboration is crucial, especially with a global, remote workforce. Friedrich highlighted the significant role Microsoft Teams plays in their organization today. He provided three key examples to illustrate its impact:


  1. Remote Project Implementation: All Dynamics projects were completed without any in-person meetings. The CRM team, for instance, has not met face-to-face, with all work conducted virtually.

  2. Remote Onboarding: During the pandemic, Siemens Mobility established a captive center in India entirely remotely, onboarding over 100 employees without any physical meetings.

  3. Productivity Gains: They launched a Microsoft 365 user adoption program, resulting in more than 2000 hours of productivity during the pilot phase. They anticipate over 10,000 hours per month in productivity gains as they continue to expand the program.



Extending Integration with Dynamics 365 and Teams


Siemens Mobility plans to deepen the integration between Dynamics 365 and Teams. Friedrich shared that they are focusing on integrating CRM with marketing automation, a process that began in March and was deployed by September. The goal is to consolidate all internal and external conversations, chats, opportunities, and customer journeys into a single, comprehensive platform.



Future Plans


Looking ahead, Siemens Mobility intends to link CRM and collaboration tools to other departments. They have conducted a successful pilot for Project Operations and plan a larger implementation involving their engineering teams, CRM, and marketing automation. Additionally, there has been positive feedback from their sales teams regarding the initial use cases of AI and machine learning. Siemens Mobility plans to expand its efforts in these areas with dedicated teams.


Siemens Mobility’s journey with Dynamics 365 and Microsoft Teams serves as a model of success for any organization. By leveraging these tools, they have transformed their operations, enhanced collaboration, and significantly improved productivity. Their ongoing commitment to innovation and integration promises to continue driving their success in the future.


Learn more here.


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