CRM Implementation Based on Microsoft Dynamics 365

360° customer view with the help of a modern CRM solution for the city of Dinslaken´s municipal utility

Stadtwerke Dinslaken Implements It System for Its Customer Relationship Management Based on Microsoft Dynamics 365


In Germany, Stadtwerke Dinslaken is one of the major regional energy specialists. For both private and business customers, individual support and advice is a matter of course, as is the security of supply.

Together with Arvato Systems, Stadtwerke Dinslaken has introduced a CRM system that reflects the group's motto one-to-one: Reliable. Sustainable. Efficient.


Industry-specific solution for mapping energy industry processes
Agile project approach according to Scrum
"Utilities Template" based on Microsoft Dynamics 365

Project Overview

Initial situation

Even though for Stadtwerke Dinslaken customer communication and customer relationship management are an indispensable part of their value system, they did not have a CRM system until now. This was to change in order to gain a better insight into customer needs. For such a "360° customer overview", all information such as contact data, contract data and previous communication with existing customers as well as potential new customers should be mapped. In addition, sales and marketing campaigns should be able to be controlled and evaluated via the new CRM system.


For Stadtwerke Dinslaken, providing the best possible customer service is part of its self-image. In order to ensure this in the best possible way, the company was looking for a suitable CRM solution that would store all relevant customer information. In order to shorten communication channels, avoid errors and simplify cooperation between departments, the aim was to avoid multiple data storage and to provide all employees with consistent information. Advertising campaigns and sales measures were to be individually plannable and executable via the CRM tool.


The industry-specific solution from Arvato Systems for mapping energy industry processes is based on Microsoft Dynamics 365 and is implemented in the Microsoft cloud. The functions of this ecosystem are an excellent fit for Stadtwerke Dinslaken's requirements to gain a 360° customer view across divisions but separated by market roles. The system offers many technical advantages, e.g., the flexibility to react individually to customer needs, but also the requirement to be able to implement separate data storage according to the specifications of unbundling.

2024_Picture_Benjamin Wiehn Testimonial

At the beginning of the project, we followed Arvato Systems' recommendations and opted for an agile project approach based on Scrum. A kick-off workshop ensured a uniform understanding among all employees, so that the agile implementation of our CRM rollout was a complete success.

Stadtwerke Dinslaken GmbH

The Customer: Stadtwerke Dinslaken

With 24 subsidiaries and associated companies, the Stadtwerke Dinslaken Group is one of the major regional energy specialists in Germany. A total of around 400 employees work towards one goal: reliable supply for satisfied customers 24 hours a day.

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Your Contact for the Energy and Utility Industry

Steffen Berger
Expert for the energy industry