As simple as that: When it runs, everyone is happy! What Microsoft Teams can contribute is explained by interview guest Christian Hahn, Managing Director of digitalhoch4 Beratungsgesellschaft…

DIGITAL FUTUREmag: Now we are curious, please explain to us what coffee and IT have in common.

Christian Hahn: The aromatic conflation of terms comes from one of our current customer reference projects, namely the Krefelder bonOffice GmbH, which specializes in supplying all types of coffee. bonOffice is a dealer of JURA, NIVONA and la Rhea and thus offers a wide selection of fully automatic coffee machines and coffee specialties. At its headquarters, the company provides comprehensive personal advice as well as professional service. Coffee is certainly part of the basic supply in 90% of all companies at the workplace. Therefore, when the coronavirus forced all our business lives into the distance, it was no question for bonOffice to transform its on-site consulting business almost overnight into freshly roasted remote service.

DIGITAL FUTUREmag: How did bonOffice manage to do this overnight?

Christian Hahn: As if it had sensed it, the field sales-heavy company was already tired of classic telephony in 2019 and wanted to establish a central location for internal communication and specific company processes – such as coffee machine repairs. The telephony with the landline numbers should finally work location-independently from anywhere, and the radius of action of the employees should be significantly expanded through modern, high-performance headsets, so that they can seamlessly make phone calls in the salesroom, in the workshop, in the warehouse or in the offices. However, bonOffice alone could not realize this dream and brought in the expertise of digitalhoch4. So, at the turn of the year 2019/20, as part of a digitalization project funded by the state of NRW, we were able to introduce Microsoft Teams and Teams telephony at bonOffice. Step by step, we were then able to expand bonOffice's range of services in 2020 and 2021 by increasing the degree of digitalization with Microsoft 365, cloud computing and customized digital marketing.

DIGITAL FUTUREmag: How exactly did you manage to do that?

Christian Hahn: In close coordination with the management, we had introduced Microsoft 365, transferred all existing data completely to Microsoft 365, introduced Microsoft Teams-based telephony and cloud telephone system, and installed innovative office applications and intelligent cloud services. Finally, all employees of bonOffice were thoroughly trained in Microsoft Outlook and Microsoft Teams. Comprehensive marketing services rounded off the power package for a digital restart: We organized photo and video shoots for new images and videos, after which we produced a completely new visual appearance. Finally, we gave the company website a modern look based on WordPress, launched social media channels and carried out first social campaigns directly.

DIGITAL FUTUREmag: How did the workforce respond to this? Did they embrace the digital transformation willingly or resist it?

Christian Hahn: The colleagues were delighted! Previously non-digital processes such as coffee machine repairs were fully ported to Microsoft 365 and Teams. Especially the location-independent telephony with modern headsets from Jabra and telephones from Yealink completely replaced classic telephony and immediately and sustainably generated enthusiastic employees and happy customers. Customer inquiries could now be answered from anywhere, even on the go via mobile phone. The convenient functions of the Teams phone system – such as taking holidays into account or intelligent queues for sales and service – convince both internally and externally day by day. All processes have become much faster and more effective around Teams as the central communication hub. That new coffee machines could be remotely commissioned via Teams calls during pandemic-related distancing measures was an invaluable advantage for both customers and bonOffice. How this works can be seen in an exemplary video guide here.

DIGITAL FUTUREmag: So everything went smoothly and digitally all at once?

Christian Hahn: Yes, whether it's pre-ordering coffee for pickup, digital machine presentations, setting up and introducing models via Microsoft Teams or chat, making phone calls or holding online meetings. bonOffice can now use all these features to continue offering interested parties and (regular) customers first-class service and always a perfectly brewed cup of fresh coffee. However, bonOffice is just one of many successful digitalization projects we have implemented in recent years and months since our founding in 2018 – in total, I look back on experience from over 650 cloud projects. As a Microsoft Partner, we prefer to advise on technological and digital change with a focus on the modern workplace with Microsoft 365 & Teams and process automation with the Microsoft Power Platform.

DIGITAL FUTUREmag: Hasn’t digital transformation already become a rather boring topic for you, or what still drives you to help companies across the country become more digitally fit?

Christian Hahn: In most digital transformation projects I’ve initiated and led over my 25-year career, the focus was primarily on people, processes, and innovation—only secondarily on technology. I’d say that’s a 20% technology to 80% human ratio. Our goal is to see the individuals behind the workflows and truly understand their needs. Only then can we transform what truly makes sense in a targeted way, without overburdening companies with unnecessary, impractical technology. My personal “why” is to eliminate time-consuming, entrenched analog tasks once and for all—but always with empathy and understanding for those who perform them. I never leave anyone behind; instead, I see myself as a guide. I take companies and their employees by the hand on their leap into a new, better, and easier digital future!

DIGITAL FUTUREmag: That sounds quite ambitious. Anyone still in need of digital modernization can certainly reach out to you?

Christian Hahn: Absolutely—I’d be delighted to connect with people and companies looking to explore new digital paths and seeking a strong, experienced partner to support and guide them with appreciation. We at digitalhoch4 Beratungsgesellschaft would be very happy to be that partner!

DIGITAL FUTUREmag: Well then, here’s to a good cup of coffee. Thank you for the conversation.