In 2025, customer service is at a decisive turning point: Companies that continue to operate reactively or view service as a necessary evil are falling behind—both economically and in terms of customer satisfaction. Those who modernize processes, use technology in a targeted way, and think across channels are transforming service into a profitable, efficient, and customer-centric unit.

This transformation—from cost center to innovation driver—was the central theme of the XBOOST Day for Service Champions 2025, where more than 80 participants gained hands-on insights into the key strategic and technological levers of service digitalization.

The Common Thread: How Service Becomes a Strategic Success Factor

In the opening keynote, Fabian Huber (Head of Business Consulting, Sybit) laid the foundation for the day:

“A service organization is future-ready when it thinks end-to-end, integrates digital channels, and uses data to enable new business models.”

He introduced four guiding principles that ran through all other sessions:

  • Think holistically – Service is not an isolated function but part of seamless customer processes.
  • Establish customer portals as the core – They centralize transparency, automation, and personalization.
  • Enable new business models – such as pay-per-use or subscriptions, supported by intelligent data usage.
  • Develop IT, processes, and organization together – Service needs both a solid technical platform and strategic clarity.

Practical Insights: How Companies Are Driving Transformation

1. LAPP: From Email Chaos to Efficiency
Steffen Greiner showed how LAPP transitioned from unstructured email communication to clearly defined, automated ticket processes using SAP Service Cloud.

Key Learnings:

  • No efficiency without transparency – centralized ticket platforms increase visibility, shorten response times, and improve service quality.
  • Early involvement of key users and clear role definitions are critical to global rollout success.

 

2. Zehnder: Breaking Up Fragmented Processes – For Measurable Service Excellence
Harald Pfeifer reported on the implementation of SAP Service Cloud, SAP FSM, and a new customer portal.

Key Learnings:

  • Successful service digitalization requires deep process harmonization—ideally before the project begins.
  • Technical transformation must be accompanied by effective change management.
  • Customer portals and self-service aren’t "add-ons"—they’re essential for scalability and customer satisfaction.
  • Technology is a lever—not an end in itself.

3. AI in Service: From Hype to Help
Roland Boes and Jonas Degener gave a practical overview of AI applications—from intelligent routing to automated email classification.

Key Learnings:

  • AI improves speed and quality—but only when use cases are clearly defined.
  • AI should be adapted to the process—not the other way around: “Bring AI to the people—not the people to AI.”

 

4. SAP Service Cloud V2 – The Roadmap to Future-Readiness
Lars Frerking introduced new features such as automatic ticket summarization, translations, and Field Service Management functions.

Key Learnings:

  • Migrating to Service Cloud V2 is more than a software upgrade—it’s a strategic modernization.
  • Seamless CX processes require a clear migration design, business readiness, and realistic project planning.
  • Tailored solutions can make all the difference.

5. Portals & FSM with SAP BTP – More Than Just a Toolbox
Thomas Winter and Mirko Pleli demonstrated how SAP BTP enables custom portal solutions tailored to business models, industries, and user needs.

Key Learnings:

  • “Standard + Extension” is key: companies need flexibility without compromising stability.
  • FSM processes can be accelerated through targeted custom extensions—such as integrated knowledge bases or automated dispatch planning.

 

Looking Ahead: The Expert Talk "Service 2030"

In the closing panel, representatives from SAP, Zehnder, and Sybit discussed what the future of service will look like.

Key Takeaways:

  • Customer centricity remains the guiding star—technology is just the enabler.
  • Integration, scalability, and automation are the three pillars of future-proof service architectures.
  • Successful organizations rely on flexible teams, open platforms, and data-driven decisions.

Conclusion: From Fragmentation to Excellence – With Clear Strategy and Tangible Value

The XBOOST Day for Service Champions 2025 clearly showed:
To succeed in customer service, companies must align technology, processes, and organizational structure.

The strategies and real-world examples presented demonstrate how this can be achieved—from SAP Service Cloud to AI-driven processes and industry-specific portal strategies.

The core message of the event:
Customer service becomes a profitable, efficient, and customer-centric unit—when companies drive change strategically and consistently.

Pro tip: Use the strategies presented as a foundation for your own service roadmap. Our experts are happy to support you in turning fragmented processes into true service excellence.