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Digitalisation of services

What makes a good service? And how can good service be digitised in a meaningful way?
P-ton Home Trend Digitalisation of services

Germany has the reputation of being a service desert. But is that really true? In this article, we take a look at service in various sectors and talk about what makes good service. We explore and compare similarities in service in the hospitality industry, in concierge service and in the company builder P‑ton AG.

What is good service?
Good service is one of the most important factors when it comes to customer satisfaction. It is what makes the difference between a satisfied and an unsatisfied customer. But what exactly is the key to good service? There are many factors that play a role, such as friendliness, speed, effectiveness and efficiency. I’m very familiar with these factors because I’m a concierge and founder of a startup that offers digital concierge services.

Service in Deutschland: Eine Oase in der Service-Wüste - Concierge Service | P-ton AG Blog

As a founder working with company builder P‑ton AG, I had high expectations of the service I would receive before we got together. I expected them to be responsive to my needs and requirements and to help me with every step of the process. I also expected clear communication and a quick response time to my many questions.

How do I compare the service of a Company Builder with hospitality service?
Although service differs in different businesses, there are similarities. In the hospitality industry, it’s about providing a pleasant experience for guests, while a company builder is about helping startups grow. However, both businesses have in common that they want to focus on the needs of the customer and provide them with a first-class experience.

There are many aspects to compare, such as complaint handling, customer service, and response time to requests. In the hospitality industry, it’s important to make guests feel welcome and comfortable, while in a company builder, it’s about helping startups achieve their goals. Good service should always be designed to meet the needs of the customer.

Digital services: Opportunities to bring people together in a modern and contemporary way
In today’s digital world, there are many ways to bring people together in a modern and contemporary way. Digital services can help customers access service more quickly and easily, improve the interaction between customer and service provider and achieve higher customer satisfaction.

Digital services offer many benefits, such as greater efficiency, faster response time, and thus higher customer satisfaction. However, it is important to note that digital services are not for every customer and that it is still important to make a personal connection. This is just as true for a digital concierge service as it is for digital tools that make working with the company builder more efficient and easier.

So, although service differs in different businesses, there are many similarities to compare. And hey, both the hospitality industry and the company builder want to push innovation and always find new ways to add value to their customers. Both businesses want to keep their customers in the long term by providing them with an excellent experience and ensuring that their needs and wants are fulfilled. Digitisation is a good tool for this.

One more similarity that can be found between these businesses and others is that they focus on relationship development. In the hospitality industry, it’s about building a personal relationship with guests so they come back. In a company builder, relationships are built with investors and founders to ensure that the growth of the startups is supported. Although they have different types of customers, in both businesses it is elementary to build and maintain relationships to achieve long-term success.

In my current role, I am both: a service provider – at my startup – and a customer – at P-ton Startup Studio. Digitisation and service are not opposites for me, as I see time and again in both roles. It can help generate better customer experiences. At P‑ton AG, I have to say: it works. Hopefully my own customers will say the same once scales.

About the author

Patrick Kolacki -

Patrick Kolacki

Founder of the startup & customer of P-ton Startup-Studio.

Blog-Post: Service quality in Germany | P-ton AG