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D&S

Digital Transformation at D&S: Achieving Digital Excellence with Avidly and HubSpot

Diersch & Schröder (D&S) is a long-established company in the energy sector with numerous subsidiary brands. Through its collaboration with Avidly, digital processes were established, synergies were created, and a comprehensive CRM and marketing strategy was implemented. Another key project in the partnership with Avidly was the successful establishment of the EMOVA brand.

Challenges

 

Before collaborating with Avidly, D&S relied heavily on analog processes and a fragmented IT infrastructure with isolated solutions.

Key challenges included:

  • Lack of transparency and data silos between subsidiaries, preventing synergies
  • No existing CRM system
  • Inefficient, analog processes, such as fuel card application processing taking up to 7 days
  • No centralised marketing and CRM strategy
  • Different sales processes and no digital lead management
  • No dashboards or reporting options for marketing and sales activities
  • Unstructured marketing and campaign processes with untapped data potential
  • No systematic approach for customer loyalty and service surveys
"One of the biggest challenges was convincing management and employees of the necessity of this transformation. Change management in an established mid-sized company is a massive undertaking." - Simon Reiter, Head of Marketing, D&S

Solutions

Following preliminary analyses, the Diersch & Schröder team recommended implementing a group-wide CRM system. HubSpot was chosen as the central platform for managing current and future business relationships across the entire organisation.

This was the first centrally managed system in the energy division, connecting both operational and management levels.

The CRM system enabled:

  • Transparent interfaces between sales, operations, and marketing
  • Improved control and monitoring capabilities
  • More efficient data usage for better customer acquisition and retention
  • Flexibility to adapt to changing customer needs and market conditions
  • A 360° understanding of customers and their needs

With Avidly’s support, D&S successfully digitalised and optimised key processes:

  • CRM Implementation: Group-wide HubSpot CRM system deployment and training for 150 users
  • Marketing Automation: Development and implementation of a centralised marketing strategy
  • Data Management & Synergies: Structured and GDPR-compliant data collection to improve customer communication in HubSpot
  • Process Automation: Increased efficiency in multiple areas, including streamlining the fuel card application process
  • Websites: Consolidation and migration of nearly all energy-related websites to HubSpot
  • Replacement of Legacy Systems: Migration from Salesforce to HubSpot

For the first time, digital transformation allowed synergies between different D&S brands. Campaigns developed for EMOVA were adapted for other brands like Card&Drive and Energu.

Results & Impact

 

Collaboration with Avidly led to significant improvements in recent years:

  • Reduced Administrative Workloads: Automation of existing sales processes
  • Optimised Customer Communication: Enhanced customer retention and satisfaction through personalised outreach
  • Fuel Card Process Optimisation:
    • Development of a digital sales channel for fuel cards
    • Reduction of manual effort from 4 hours to 0.5 hours
    • Processing time cut from 5-7 days to 2-3 days
  • Higher Data Quality: Structured customer data enabled personalised marketing campaigns and reactivation of existing customers
  • Increased Efficiency: Optimised workflows and a transparent CRM structure improved cross-company collaboration
  • Strong Market Entry for EMOVA: Targeted marketing and HubSpot-supported processes successfully established EMOVA as a brand
By implementing active customer management, D&S saved approximately €117,000 per year. Digitalisation and process optimisation led to efficiency gains of 240%. Specifically, efficiency gains in processing time and cost were approximately 800%.

Through customer mailings and campaigns, the value of a data record increased from €3 to €200, significantly improving customer reactivation.

Simon Reiter summarises the success: "Over the past two years, we've built an extremely stable foundation that now allows us to run digital campaigns, collaborate across the group, and streamline processes. Avidly was an essential partner in this transformation."

 

The partnership between Avidly and Diersch & Schröder demonstrates that digital transformation can be successfully implemented in an established mid-sized company. By using HubSpot as the central CRM system, D&S laid the groundwork for a digital future, achieving significant competitive advantages through optimised processes and unified data management.

240%

Efficiency gains

117,000€

Annual savings

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