We believe in improving our client‘s business

From manual to digital

Implications of automation and digitalization for the business services sector

Digitalization, i.e., the use of digital technologies in business and society, is one of the most fundamental drivers of change for companies in the 21st century. Novel digital technologies enable companies to further improve service performance and are the basis for innovative products and services. To remain competitive, companies initiate a digital transformation and continuously adapt their capabilities to use these digital technologies. 

1 %



of the companies regard digitalization as an opportunity for their business

1 %



of companies adapting their existing product or service portfolio in response to digital change




billion Euro potential additional cumulative added value by 2025 in Germany

The four main topics

Digitalization: A 21st century inflection point

Companies need to embrace digitalization and accomplish the digital transformation jointly with their employees. Organizations’ future competitiveness depends on it.


“Digitalizing industry will open up potential additional cumulative added value of €425 billion by 2025 in Germany alone. Projections put productivity gains at up to 30%, annual efficiency gains at 3.3% and cost reductions at 2.6% annually.” 

From traditional shared services provision to the “New End-to-End”

The digital transformation of shared services benefits all, company, staff, and customers alike.


"The optimal service of the future is digital and intelligent. […] Those who seize these opportunities can use Shared Services as an engine for digital transformation." 

Shared services: An operating model made for digitalization

A platform for integrated, cross-functional, end-to-end processes – shared services can, indeed, become a driver of the digital transformation.


"A new role model for Shared Service Organizations (SSOs) needs to be established in order to realize the revenue potential of digitalization: by providing a platform for integrated, cross-functional, end-to-end processes, SSOs will become the in-house drivers (transformation agents) for the digital transformation, supported by their strong dynamic (change) capabilities."

Digital trends in the shared services sector

Innovative technologies and methods speed up the digital transformation within companies. This benefits customers as well.


"Digitalization has many faces: its reach extends from single products right up to end-to-end solutions, and from standardized mass products right through to single customized mass items." 

Innovative technologies speed up the digital transformation

The currently most promising technologies for business service providers – introduced below – are Robotic Process Automation (RPA), Business Process Management (BPM) and Artificial Intelligence (AI). Siemens Global Business Services (GBS) has been continuously scrutinizing its operating model for using these innovative technologies and thus has become a pioneering organization when it comes to value creation through digital transformation.

Your ambition made possible

Digitalization of processes and automation enable the companies to focus on the core activities, e.g., by eliminating manual administrative and repetitive activities 
Kai-Eberhard Lueg, COO Siemens Global Business Services

Want to learn more?

Our Whitepaper describes how digitalization and automation transform the value chain for shared service organizations, from shared service centers to digital solution providers that enable a “New End-to-End” experience for their customers.


Talk to our global experts