Focus on the platform economy
highlights from the PeakSpot LAB

On March 24, 2025, the PeakSpot LAB on the topic of platform economy took place at the Denkschmiede in Hennef and brought together entrepreneurs, experts and visionaries. The day was not only informative, but also incredibly inspiring - with lots of new ideas and discussions that went far beyond the presentations.

Excellent customer service in the platform economy

Dr. Sonja Kieffer-Radwan, Managing Director of ScienceLoft GmbH, spoke passionately about the importance of excellent customer service and also showed how digital portals can help companies to optimize their customer service and build long-term customer relationships.

HubSpot and the seamless customer experience

Timo Buck from HubSpot then took the stage to introduce HubSpot. With a mixture of theory and practical examples, Timo explained how a seamless customer experience is only really possible with a centralized CRM system like HubSpot. HubSpot helps companies to understand and serve their customers from all perspectives - from the first contact to a long-lasting relationship.

The requirements of the platform economy and how HubSpot fulfills them

Thorsten Heissel, founder and technical head of konzepthaus, showed how the demands on companies are changing in an increasingly networked world. The question of what a platform solution that meets these new requirements must look like was particularly exciting. Thorsten explained why HubSpot is particularly well suited to the needs of the platform economy and which processes can be optimized with its help.

He discussed the importance of comprehensive communication options, which are essential in a platform world. In addition to traditional channels such as email, HubSpot also includes other channels - such as portals that are specifically tailored to the company's needs. This allows companies to get in touch with their customers and partners flexibly. Thorsten explained how HubSpot's flexible data and process model makes it possible for new features to be available immediately and consistently within the system. This makes HubSpot particularly future-proof as a platform, because it is not only prepared for current developments, but also for those to come.

Another highlight: the customizability of the interface, which enables companies to adapt the system precisely to their requirements. Thorsten showed how tailored user experiences can be created with contextual configurations of the views and individual dialogs. This allows portals to be set up for different user groups that offer exactly the information and interaction options they need.

To illustrate the relevance of HubSpot in practice, Thorsten presented several examples of networked processes that are supported by HubSpot, such as lead forwarding, offer configuration, fulfillment, billing and service processes. These examples made it clear how versatile and powerful HubSpot is and how companies can use it to make their platform economy sustainable.

DERTOUR: A look into practice

An absolute highlight of the day was the presentation by the DERTOUR Group, which presented its newly developed B2B partner portal DERTOUR Connect. Katja Becker and Katleen Suck from DERTOUR presented the project together with Niels Heissel from konzepthaus. They explained how the portal improves collaboration with their partners and simplifies processes. It was particularly exciting that Niels showed directly in the portal and in HubSpot how the solution works and what concrete advantages it offers. This made it clear how digital platforms can make day-to-day work more efficient and easier for both sides - customer and provider.

A day full of new ideas

What made the event special was the exchange of ideas between the participants. Before and after the presentations, everyone had plenty of opportunity to talk, ask questions and exchange ideas. The atmosphere was relaxed but full of creative energy. People discussed what the platform economy means for their own industry and how they can use these new approaches and opportunities for their own company. The day was a great opportunity to make valuable contacts and think new ways together.

Missed the event? No problem!

If you were unable to attend the PeakSpot LAB, you can now book a non-binding consultation appointment. You can make an appointment directly via our meeting calendar. We look forward to talking to you about the exciting topics of the platform economy!