Loseke, Bernd_00292969_kleiner

Microsoft Dynamics 365 at OGE

CRM power from the cloud for transparent and efficient customer management


OGE, headquartered in Essen, is one of the largest transmission system operators for gas in Germany, with a pipeline network of around 12,000 kilometers. With 1,450 employees, the company ensures the marketing of gas transport capacities and the pipeline system's operation, maintenance, and repair. In addition, OGE controls and monitors the network and storage stations as well as the further development of the transmission networks based on national network development plans. 

As a critical player in the energy transition, OGE Germany is working on the energy mix of the future: With its long-term strategy of 2030+, OGE is preparing the pipeline network and the numerous compressor stations for new molecular energy sources.

Project Overview

Initial situation

OGE employees hardly used the existing CRM system due to its complexity; some departments used their own CRM solutions or local filing systems. There was no integration of CRM data with upstream systems such as contract management or even standard applications around Microsoft Office 365. The many data sources and processes did not allow for a 360-degree view of the customer.


The project's primary goal was to create a uniform database, standardize and optimize the processes from the different departments, and in this course, replace the existing solution with Dynamics 365. The new CRM application was to be scalable and flexible to support and facilitate collaboration across teams and departments.


The required solution was developed and deployed closely with OGE using an agile project approach based on the standard Dynamics 365 Sales, Service, and Marketing applications. The focus was on quickly achieving functional features while considering individual customer requirements. The solution integrates perfectly with the existing software environment, especially with Microsoft solutions such as Excel, SharePoint, Power BI, etc. OGE can draw from numerous product synergies. As a result, a high level of user acceptance was achieved at the same time.

Customer Benefits

With Microsoft Dynamics 365, a SaaS model (Software-as-a-Service) is used, with which OGE benefits from predictable and flexible platform costs. All customer-relevant data is made available transparently to all users, which promotes collaboration and enables a better view of the customer, thus increasing customer loyalty. Due to the constant feedback from the business department during the agile project, high user acceptance was achieved.

Optimization of business processes
Transparency across all departments
Integration into existing work processes and tools
Reduction of maintenance costs by using standards according to the LowCode or NoCode approach
Scalable and highly available infrastructure
Increase in security

Cloud-Transformation at OGE

Arvato Systems supports transmission system operator OGE in transforming its IT systems into the Microsoft Azure Cloud.

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Your Contact for Microsoft Dynamics 365

Loseke, Bernd_00292969_kleiner
Bernd Loseke
Expert for the energy and utilities industry