Till Kreiler joined DKV Mobility as Chief Digital Officer (CDO) in late 2020. In an interview, he gives insights into what digitization will mean for DKV Mobility in future. And why it is not the technologies, but the people who are his key focus.

Newsroom: If there is one thing we can say for sure about the future, it is that it will be completely digital. Will this also be the case at DKV Mobility? Where are we right now in terms of digitization?

Till Kreiler: The requirements and wishes of our customers are more at the center of our thinking. With our portal and the DKV Mobility App, we already have two strong digital customer touchpoints. Here, our goal is to gain significantly more active users. And we have DKV LIVE as a telematics solution, on which we are further working to connect to all our other services. We are right in the middle of digitizing our core products; at the same time, we are also launching completely new digital products on the market. We are also working on acquisitions in the fields of fleet management,transportation management and freight platforms. The objective is to offer our logistics customers an easy-to-use digital solution to manage their costs, monitor their vehicles, create offers and acquire new orders. In short, we want to become the one-stop-shop to meet the digital needs of our customers. We are in the middle of digitizing our core products, at the same time we are bringing in completely new digital solutions to the market.

Newsroom: The portal, app and DKV LIVE are already well established. But there is another building block – the new eReporting.

Till Kreiler: That's right. We launched DKV Analytics in April 2022. Instead of multiple tools and reports for each individual product, we are now offering our customers a centralized, straightforward reporting tool with new features. What is particularly important to me here is that DKV Analytics is the first digital product that we developed and launched completely in-house, on our own, with our own DKV Mobility development team. It already feels like we are working like a tech company.

We ensure that all our products are available to our customers via the digital customer touchpoints: the portal, the app, the web store and the website. They are easily and intuitively accessible. We ensure that these touchpoints are based on a uniform technical basis and that all the product teams are heading in the same direction. So, we bring all the lines together and ensure that topics do not stray nor are duplicated. We analyze customer usage and satisfaction of all features and focus on those that generate the biggest increase in value to our customers.

Newsroom: What is the most important success factor for digital transformation?

Till Kreiler: It is not the technology. It is the people. We rely on agile collaboration between teams and connect individual product areas. At the same time, we listen to our customers, we talk to them and run test with them. We see how well the product teams are now harmonizing and realize that we are tackling the right topics. How can we ideally complement our portfolio? What is necessary to take the next step?

DKV Mobility has an incredible potential. We unleash this potential by spreading the message throughout the company: We can all only be successful together. We must be one big team heading in the same direction and not a group of lone fighters.

Newsroom: It is interesting that, as CDO, you tend to look at the human factor rather than the technology. How do you really work together?

Till Kreiler: We break down silos and typical structures. Most importantly, we work in sprints. We optimize our digital products every two weeks. Most innovations are therefore not visible at first glance but in the end, the result is massive – and does not overwhelm our customers especially since we introduce the change step-by-step.

Newsroom: Till, your personal assessment: Where do you see DKV Mobility in five years’ time in the digital sector?

Till Kreiler: In five years, we will be an integrated mobility provider that – in addition to our already strong core competence – will be able to reliably service the needs of our customers. We will be THE point of contact for customers in the truck-and-fleet segment and offer services from a single-source network, which customers can access with just one login. We can only be successful together. We must be one big team, heading in the same direction.

Newsroom: What are the most important milestones DKV Mobility needs to achieve and how?

Till Kreiler: We need a solid technical foundation that we constantly maintain and develop. This is the basis for all our services, which we will increasingly integrate into our network.

We must constantly develop all our products based on customer feedback. Our customers will always be at the focus of our work. They are our reality check. Based on gradual improvements at two-week intervals, we become better, layer by layer. When our foundation is set, we can strongly cooperate with our partners. But first we must do our part and create that stable technical foundation.