[Question] Marcel, you joined SUSI&James as managing director in early 2021. What was your daily routine like back then?
Marcel: I know that there was short-time work in 2020. The slump in orders was clearly noticeable, ultimately, of course, due to the extremely difficult situation our customers were facing—for example, because of production stoppages or the breakdown of supply chains. Today, however, it’s clear that the pandemic has very clearly demonstrated the need for a digital transformation of business processes, which has naturally helped us.
In addition, the pandemic has led companies to become more cost-conscious. While this naturally makes investing more challenging in general, when a quick return on investment is expected—as is the case with our solutions—I find our customers to be very receptive. Furthermore, flexible licensing models tailored to specific use cases provide additional flexibility.
[Question] Has the pandemic changed the business model?
Marcel: Generally speaking, no. I believe that customers have become much more receptive and open to topics related to digitalization, process acceleration, efficiency improvements, and so on. And that is exactly what we Leistungsversprechen.
However, as awareness has grown, a certain degree of willingness to take risks has been lost. These days, before actual development can begin, we must at least demonstrate the immediate value of a project through a “proof of concept.” This is understandable, of course, but it can sometimes slow down the process.
[Question] How has the way we interact with companies, prospective clients, and customers changed?
Marcel: Most people are working from home these days. That makes it a bit harder to reach them than before. But a bigger challenge for us is that it’s difficult to build a personal relationship of trust without face-to-face contact. After all, we’re deeply involved in business processes, which requires a high level of trust.
Building trust used to be much easier, since we would often talk face-to-face, have coffee together, or drop by a client’s office on the spur of the moment. These days, meetings tend to take place via Teams, Zoom, or the phone, or we exchange brief messages via email. While this certainly has major advantages, it poses a certain obstacle when it comes to building relationships and networking. This makes networking events, trade shows, and similar formats all the more important.
[Question] Our Smart Office product was developed not too long ago. To what extent did the pandemic and the need for digitalization contribute to its development?
Marcel: While the pandemic and the resulting pressure to digitize have accelerated the development of the smart office, our solution is ultimately the logical answer to common market challenges: poor telephone accessibility, a shortage of skilled workers, inefficient processes, and so on. I can’t say for certain whether the pandemic was the decisive factor, but it certainly played a part.
[Question] Is it harder to sell the product these days?
Marcel: Not necessarily harder, but different. The sales channels have simply changed. The challenge lies in identifying the target audience’s needs and determining the best way to address them. The initial contact is often made via email, LinkedIn, or even cold calling. Before the pandemic, in-person networking played a bigger role.
That makes it all the more enjoyable to meet people at events, get to know one another, and exchange ideas. The last such event we attended was the Partner Networking Event the Future Workshop 4.0.
[Question] Has end-user acceptance of AI solutions changed?
Marcel: Es gibt Studien, die zeigen, dass immer mehr Menschen offener gegenüber neuen Technologien sind. Ob das der Pandemie zuzuschreiben ist, wage ich zu bezweifeln. Generell steigt die Akzeptanz gegenüber neuen Technologien stetig, auch durch die derzeitige starke mediale Präsenz. Gleichzeitig gibt es natürlich auch eine gewisse Skepsis bzgl. Kundenzufriedenheit, Nutzerfreudlichkeit, Datensicherheit, etc. Wir legen jedoch extrem viel Wert auf diese Themen, eine positive User-Experience zu erzeugen ist Kern unserer DNA. Das spiegeln uns auch unsere Kunden wider, was uns sehr freut. Die Endkunden kommen mit der Geschwindigkeit, in der SUSI speaks , they get along very well. This is especially important when older people call.
[Question] What is the current pace of project and product implementation?
Marcel: My impression is that decision-making processes on certain issues have slowed down again, which is understandable, however, because the pressure to implement changes has eased. During the pandemic, for example, companies had no choice but to offer their employees the option to work remotely and to put the necessary infrastructure in place.
There is a fundamental need for and understanding of the necessity of ongoing digital transformation, though not at the same pace as three years ago. At the same time, this gives us the opportunity to work with our customers to identify their requirements in detail and tailor our products and solutions accordingly.
