Münster/Baden, November 27, 2025 – Stadtwerke Münster, the municipal utility and one of the largest energy and mobility providers in Westphalia, has given the nod to the Swiss software company BSI Software to restructure its customer and sales processes. The implementation of the BSI Customer Suite, the leading European platform for customer relationship management, is an important building block for the company to ensure a future-proof digital transformation. Going forward, the new AI-powered CRM/CX platform will facilitate the centralized management of all customer processes and pave the way for a uniform 360° customer view.
While the fact that the SAP R3 systems are reaching the end of their support has been a central driver for the conversion, Stadtwerke Münster also expects the new system to innovate and optimize its sales and customer processes. Additionally, the utility anticipates that the implementation will benefit its customer service over the long term. The municipal utility has gained many insights from the 360° customer view of its previous CRM system and plans to capitalize on the conversion to further enhance its customers’ service experience.
“By switching to the BSI Customer Suite, we are setting a state-of-the-art foundation for our sales and service processes for the future. Even now, before the launch, top-notch usability in everyday customer service is extremely important to us. In the end, this will allow our employees to provide the best possible support to our customers, including individualized service,” explains Ralf Mertins, Head of the Market and Customer Department at Stadtwerke Münster.
The BSI Customer Suite is a CRM that maps the entire customer lifecycle – from lead and contact management all the way to the management of marketing campaigns. The new platform facilitates the secure processing of even very large data volumes and intelligently links customer data from various systems. Stadtwerke Münster, together with BSI Software and its long-standing integration partners adesso and Consurance, has already taken the first few successful steps toward the implementation.
