CCI Berlin takes customer service to the next level with new digital customer platform

Together with its integration partner BearingPoint, CCI Berlin, a public corporation, has brought its IT landscape up to date within twelve months. Its digital transformation project involves several million data records, which about 400 employees will be working with. The new software solution for Customer Relationship Management (CRM) combines all essential information, such as membership data and events, into a central system and focuses on members and people rather than membership numbers.

The BSI Customer Suite brings down the processing times of the past, therefore ensuring greater efficiency, lower costs, and better service quality. CCI Berlin’s digitization project serves as an example for other public institutions that want to improve their customer service.

The available data is consolidated in CCI Berlin’s new BSI Customer Suite, whether it is company data, customer data, qualifications, committees, events, or examinations, and all relevant interactions and relationships with companies and people are mapped holistically. This creates a comprehensive, centralized view, which facilitates more efficient and personalized communication between companies and the CCI. 

CCI Berlin made the decision in favor of the BSI Customer Suite quite deliberately: The platform’s modular architecture, holistic approach, and ability to replace existing peripheral systems outside the core system won the CCI over. Additionally, the Suite is the only fully integrated CRM/CX solution developed in Europe with deeply integrated AI that ensures the highest level of data protection, digital sovereignty, and maximum flexibility at the same time. 

Therefore, CCI Berlin will reap the benefits from a CRM solution without technology breaks going forward. The solution reliably supports all departments as well as customer reps and marketing in their daily work, resulting in a solution that connects departments and processes quickly and smoothly.

This year, CCI Berlin is focusing on the core functionalities of its customer platform: simplified processes, faster customer interactions, and an end-to-end workflow system. The next step in the medium term will be the Customer Experience (CX), which involves the mapping of approximately 700 of the CCI’s topics and products in the BSI Customer Suite. This includes, for example, its event management and corresponding processes, such as the invitation management. Going forward, CCI Berlin may also consider using artificial intelligence to improve data quality.