INSIDE

With our Hire-to-Retire services, we are supporting employees and managers throughout the entire employee lifecycle, from onboarding to retirement. For our customers in China, ServicePilot provides answers to various questions in a matter of seconds. Nearly four in five queries can be resolved directly in the chat — no manual intervention required.





From question-and-answer tool to smart assistant

Things weren’t always so convenient. Until April 1, 2025, people with HR questions had to search various portals and internal wikis or create tickets. This was time-consuming and frustrating for users. Siemens GBS therefore developed ServicePilot — a digital companion that combines three functions in one interface:

• Smart Ask for conversations
• Quick Search for knowledge articles
• Easy Process for ticketing







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What makes ServicePilot particularly special is that the platform trains itself —it becomes smarter with every query. To achieve this effect, the GBS team developed a hybrid approach combining AI and human expertise, for which it has begun the patent application process in China. The solution works as follows: The AI analyzes user behavior based on their chat and satisfaction with the answers provided, identifies knowledge gaps and suggests improvements. A performance dashboard continuously monitors the accuracy of the data sources and the effectiveness of the AI models.



Importantly, sensitive topics are always handled by humans. The GBS team and their P&O/HR partners apply sensitivity tags to every piece of knowledge. For sensitive topics, we prevent the AI from over-interpreting or embellishing, ensuring 100% accurate output of sensitive information and knowledge while avoiding AI hallucinations. For standard topics, the AI checks the content and makes it easier to understand. In this way, the team prevents hallucinations and incorrect information.







From AI theory to real use cases in just a few weeks: hands-on training, built at GBS and available to Siemens customers

How do we start? Which steps actually work? And how do we engage everyone — not just the tech enthusiasts?

These questions emerged within the Project Services (PS) Business Line in GBS as they developed a practical AI training program aimed at making project work simpler, more efficient, and faster — so people can spend more time on value-adding activities for customers.

”We soon realized that this kind of upskilling was also highly relevant for our colleagues across GBS and for our customers,” remembers Sebastian Freitag, Team Lead for Project and Transformation Services.







AI Champion program: coaching, quick wins and continuous learning

Complementary to the leadership and employee training, an AI Champion program is available for our customers that provides selected team members with the skills to become in-house experts and trainers. Champions drive quick-win projects, coach their peers and promote continuous learning within their organization. They act as catalysts for change, building acceptance, reducing uncertainty and translating AI capabilities into tangible business value.

”The practical examples within the AI program will help us apply what we have learned even better,” says Alf Franzoni, GBS Hub Head for Western Europe and Africa, and one of the first participants. ”The training will empower our managers to guide their teams through this transformation and foster an AI-supported way of working.”

These upskilling services are now available beyond GBS for everyone in Siemens. Contact us to learn more and register for training!









Ready to revolutionize your cash collections? Discover how CCMT brings AI-driven efficiency and clarity to Siemens finance teams.

What is the current status of receivables — which customers have overdue receivables, and what is the total amount of disputed receivables? What actions would have impact on cash flow and customer relationships — and how do I prioritize them? One incoming inquiry contains an invoice request, another refers to incorrect contact details, and a third haggles over payment terms: keeping track of the status and details of individual claims can be a very complex task.

CCMT aims to answer questions like the ones above quickly and in a coordinated manner: The Cash Collection Management Tool is a web application from MarCom, Sales and Delivery Services (MSD) at Siemens Global Business Services (GBS), and bundles processes in one application and noticeably automates routine tasks so that teams have time again for exceptions and portfolio management.

“Think of it as your finance-ninja sidekick,” says Asrin Yaman, Head of Domain Application Management, “streamlining, optimizing and automating accounts receivable processes in one place so teams can focus on what really matters.”









Smart partner in cash collection

CCMT combines all necessary capabilities for accounts receivable process into a single, configurable platform — that means no more juggling multiple tools or workarounds. Each Siemens legal entity can define its receivables strategy, segment portfolios, and automate common tasks, so collectors concentrate on high-priority accounts. As inquiries arrive, the AI engine refines its recommendations with every interaction. In short, CCMT isn’t just another tool, it’s a smart, evolving partner in cash collection.



1. Collections reply assistant This initiative will empower cash collectors with an AI-powered draft assistant for customer inquiries. Leveraging LLMs and Generative AI, the feature will automatically generate initial response drafts tailored to each inquiry and infused with a professional “cash collector” persona. The result? Reduced manual drafting time, consistent and compliant communication, and more focus on high-value interactions.



2. Automated invoice copy and payment promise fulfillment By combining Bionic Agent, LLMs and Pega, this enhancement will scale advanced automation capabilities within CCMT. Key functionalities include inbound inquiry handling for

a) Automatic sending of invoice copies to customers

b) Logging of payment promises, all without manual intervention



3. AI-powered customer summary Collections often involve customers with a long, complex history of communications, disputes and collector notes scattered across the tool. This initiative will introduce an AI-driven summary feature that consolidates all relevant data into a concise overview. Collectors will gain instant, holistic insight into each customer’s story, accelerating decision-making and ensuring no critical detail slips through the cracks.









Around 43,000 contracts across 200 Siemens companies processed: thanks to the newly relaunched GBS’ IFRS 16 Data Collector, managing complex fleet leasing is now stress-free. A look at the new features. And a peek behind the scenes of the revamp.





Which lease contracts in the portfolio are new, and which are expiring? Are the master data and valuation parameters for each calculation correct? Are assets, lease liabilities, as well as profit and loss effects reconciled with the general ledger and cash flows? For Zequn Hu, accounting professional IFRS 16, month-end closing means answering complex questions. And processing Siemens Healthineers’ fleet lease data – work that demands accuracy, speed, and reliability. The IFRS 16 Data Collector is central to that workflow. And since Siemens GBS relaunched the lease accounting tool earlier this year, Zequn’s job has gotten noticeably easier.



Take data validation. The new Browse Data function lets Zequn quickly check for completeness and spot errors before they become problems downstream. “The new Data Collector is more user-friendly and more clearly structured. Key enhancements have made our work more efficient and new features have become important tools for us, for example supporting data validation,” says Zequn.

The challenge: upgrading a monolithic system for modern lease accounting

The Data Collector had been in use for several years, but as the system landscape around it shifted, its performance deteriorated. Automated functions stopped working. Data quality declined. Users could no longer rely on the tool they depended on for compliance reporting.

As long-time users themselves, Tomáš and his GBS colleagues decided to step in and volunteer as the tool’s new owners. What they found was monolithic software struggling in a cloud environment it was never designed for. The team rebuilt it from the ground up, consulting users throughout the process to understand what they needed. As a result, they went way beyond just bug fixes, adding new capabilities that weren’t relevant when the tool was originally designed – like reporting whether a particular vehicle in the fleet is electric.



Future-proofing: bulk uploads and sustainability reporting

The work isn’t finished. The team is already fielding requests for the next round of features – some technical, like better bulk upload capabilities, others reflecting evolving business needs, like enhanced sustainability reporting. “With our modular architecture in place, those improvements can be implemented without risking system stability,” says Tomáš and he takes it as a good sign: “When users have a tool they can trust, they always want more.”





Discover how Assurance as a Service is enhancing Risk & Internal Controls — scalable, global and end-to-end.

Trust is good, assurance is better — this is the mindset of the Assurance as a Service team at Siemens Global Business Services (GBS). The service provides independent, high-quality Internal Assessments and supports Siemens entities worldwide in strengthening Risk & Internal Controls in a consistent and reliable way.





End-to-end support by GBS



Often there is a tension between efficiency and customer experience. How does process efficiency improve customer centricity?



Sigrid: Yes, that tension does exist. But it’s really a matter of change management and helping people understand how customers benefit from new approaches. Automated platforms enable better transparency – and customers benefit from that. When we integrate the right tools, we can identify customer needs based on proven data rather than assumptions. By understanding their pain points through analytics, we can improve them directly. The key is bringing customers along on the journey, offering them holistic solutions, and making the benefits clear at every step.

Josh: That’s very true. The irony is that the most customer-centric organizations are usually the most operationally disciplined. When processes are clear, predictable, and automated, customers don’t feel the internal friction. They get faster answers, fewer handoffs, and more consistent outcomes.

But that only works when the enterprise is connected. If HR, IT, Finance, and Customer Operations are all running in silos, the experience inevitably breaks down in the gaps between systems and teams. The real value comes from connecting those functions on a common workflow and data foundation so work can move seamlessly across the business. Efficiency isn’t about cutting corners - it’s about removing the noise. When the enterprise operates as one connected system, teams spend less time navigating internal complexity and more time focusing on what actually matters to the customer.





As organizations scale across functions and geographies, how do they maintain quality, transparency and customer focus?



Josh: Scaling has a way of exposing every process you didn’t get right the first time. The organizations that maintain quality and customer focus as they grow are the ones that invest early — in process design, in the right infrastructure and in clear governance around what gets built and prioritized. Scaling well is about intentional design. Standardize where it makes sense. Automate toward outcomes, not individual tasks. And keep people focused on the work where judgment actually matters. The other piece is alignment. Customer experience breaks down when every function is optimizing for its own metric instead of the shared outcome. When the organization is aligned around the same result, scale doesn’t dilute quality — it amplifies it.

Sigrid: That’s where shared service organizations like GBS come in. Standardizing workflows is one of our main goals. And Siemens Global Business Services brings the knowledge and expertise to make that happen consistently across the company. When processes are standardized and shared, you protect quality and transparency — everyone follows the same playbook. And when teams are aligned on shared processes, customer focus stays strong, no matter where or how big you grow.





What AI can do for you

While no two Symposiums are the same, the result is consistent: helping employees remove manual steps, increase productivity, and rethink how work gets done. Participants leave with a clearer understanding of what AI can do for their processes and with the confidence to apply the same thinking to future challenges — creating ongoing momentum for AI adoption across Siemens.

“The AI Symposium was an outstanding success that brought together innovative minds to explore AI’s transformative potential and drive digital transformation across SCM”, says Patric Stadtfeld, Head of Siemens Supply Chain Management in the Americas.



Immediate and measurable productivity boost

Many business scenarios don’t need radical transformation, just a meaningful productivity lift where manual work dilutes outcomes. One example is Direct Material Analysis. Procurement teams were spending significant time on repetitive tasks: downloading SAP reports, merging files, aligning invoice and supplier data, and validating numbers.

During the AI Symposium, it quickly became clear that an automated solution would deliver fast value. The solution is nearly complete and designed to be extended to additional SAP systems over time. A single solution consolidating SAP exports can deliver a clear result—measurable productivity gains and more time for value-adding procurement work.