The digital transformation is bringing about a profound change. In the increasingly digital world, customers’ expectations of interaction with a company are to be able to use new forms of communication. This seamlessly across different channels, with permanent access to information and comprehensive transparency. In order to meet the changed requirements on the part of customers, new organizational structures, business models and technologies are usually necessary and must be implemented accordingly. Technology not only creates new customer experiences, but also provides new services. Digitizing processes and existing structures that are already in use increases efficiency and saves money.