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Keenfinity Group Partners With Salesforce and adesso for the Reorganisation of Its Sales and Service Operations

The Keenfinity Group, a leading provider of security and communications solutions, is setting the course for the reorganisation of its sales and service processes. The company has chosen Salesforce as its central platform and adesso as its implementation partner. The aim is to align key sales and customer service processes with customer needs and map them onto a unified, scalable platform.

The collaboration between the Keenfinity Group, adesso and Salesforce is designed for the long term. Following the official project launch in March 2026, the partners established the foundations for the future system landscape during an intensive design phase involving several workshops. Short decision-making processes, rapid decisions and a clear focus on pragmatic solutions characterise the collaboration.

A team of experts from adesso is working closely with the specialist departments of the Keenfinity Group to implement the developed concepts swiftly. The new Salesforce platform is being rolled out in stages; further expansion phases are already in the planning stage.

“The project with the Keenfinity Group demonstrates how quickly even complex transformation projects can be set in motion when strategy, technology and implementation are consistently considered together,” says Markus Spillner, Business Line Lead Salesforce Business at adesso SE. “In a very short time, our companies have laid the foundations for a scalable platform that integrates both sales and service and offers scope for the further development of the business model.”

Markus Spillner is Business Line Lead Salesforce at adesso SE. (Source: adesso SE)

Service as a Strategic Component of the Business Model

The Keenfinity Group operates from 75 locations in more than 40 countries, developing and manufacturing its products whilst operating logistics centres and after-sales services. Since its spin-off from the Bosch Group, the Keenfinity Group has systematically developed its IT landscape and realigned its sales and service processes.

Starting with sales, the platform strategy was expanded during the design phase to holistically map service processes and integrate them more closely. In doing so, the Keenfinity Group aims to consistently develop its business model and expand its product portfolio with scalable, service-based offerings and recurring revenue models.

In collaboration with adesso, Salesforce is being introduced as the central platform for sales (Sales Cloud) and customer service (Service Cloud). This creates a unified data and process foundation, reduces interfaces and enables a holistic view of customers across all touchpoints.

Rapid Decision-Making

After Brief Evaluation Phase In a series of workshops, the Keenfinity Group, adesso and Salesforce jointly developed the target architecture and a viable implementation strategy. In addition to technological expertise, the decisive factors in the decision were rapid delivery capability, a pragmatic approach and an immediately available, specialised team.

“adesso is a strong implementation partner for us in the digital transformation of our audio and video businesses,” says Maurice Wolf, Director of Commercial & Digital Transformation at the Keenfinity Group. “Together, we are building a customer-centric platform based on Salesforce that modernises our sales processes, seamlessly integrates relevant service units and serves as a foundation for further growth. adesso impressed us with its deep industry understanding, clear prioritisation and results-oriented approach.”

Maurice Wolf is Director of Commercial & Digital Transformation at the Keenfinity Group. (Source: Keenfinity Group)

Looking Ahead: AI-Powered Services

Beyond the current project, the Keenfinity Group, adesso and Salesforce are also exploring the use of AI-powered solutions in the context of an ‘Agentic Enterprise’. Initial use cases were identified during joint workshops, particularly in the service sector, such as for intelligent case routing or multilingual communication.

“The workshops with adesso show us how we can use automation and AI within the Agentic Enterprise approach to offer our customers a faster, seamless and enhanced experience,” says Dr Dominik Ebert, Director of Global After-Sales Governance at the Keenfinity Group.

Dr Dominik Ebert is Director of Global After-Sales Governance at the Keenfinity Group. (Source: Keenfinity Group)

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