“Critical, Focused, Future-Oriented” – Stefan Klotz on his new role at PROMOS and industry challenges

For the past four months, Stefan Klotz has been the Head of Customer Experience at PROMOS. In this short time, he and his team have already accomplished a great deal. In this interview, he discusses the current challenges in the real estate industry, how his background as a “Product Guy” gives him a different perspective compared to traditional salespeople, and why critical reflection is the key to success. He also shares how he plans to tackle industry challenges and his vision for the future.

Editor: Stefan, the Customer Experience division was newly established at the same time as your arrival at PROMOS. What is the concept behind it, and what role do you play?

Stefan: The idea behind Customer Experience is to go beyond traditional sales. The goal is to make customer contact points not only seamless but an opportunity to add value.

As part of this realignment, the former sales team was restructured and strengthened with consulting experts. This strong team works exceptionally well, engaging directly with customers and maintaining consistent dialogue – both in regular Jour Fixe meetings and as needed. This way, we remain results focused and support our customers throughout the entire collaboration process.

Editor: You’ve been in this role for four months now. What has your experience been like so far?

Stefan: PROMOS gave me a warm and open welcome, which made the transition much easier. However, I didn’t just want to listen – I wanted to take a critical view as well. I have a strong, diverse team with deep expertise, but success comes from effectively harnessing these strengths – which we’re achieving, even across departments.

In the first few months, we already secured major wins, including a large municipal housing company. However, I can see that pressure is increasing – demand is high and we need to continue to invest internally to meet expectations. Of course, there were also challenging moments. For example, we had a project which had come to a stall. Instead of sugarcoating the situation, we addressed the issues directly and developed solutions to overcome them. This has strengthened our relationship with the client and proved that reflection and clear communication – even when uncomfortable – are crucial.

Editor: You previously worked in a company of similar size and focus, where you led solutions for long-term customers. How has this background influenced your work at PROMOS?

Stefan: My previous experience shapes my approach here at PROMOS significantly. At my former employers, values like respect and open dialogue were central, and I uphold those same principles here. However, my biggest strength is my background in product development. I’m a “Product Guy”, not a traditional salesperson. My goal is to create solutions that are not just tailored but scalable for a broad range of companies. Right now, there’s an enormous demand for this kind of approach – driven by current industry challenges.

Editor: What specific industry developments are driving this demand?

Stefan: Right now, we’re all facing major challenges – the climate crisis, demographic change and a shortage of skilled labour. These are issues affecting every industry. Additionally, many real estate companies are experiencing uncertainty about shifts in the IT provider market. Many are wondering what’s next for them. We’re sending a clear message: PROMOS is a reliable, established provider, specializing in SAP^®-based solutions — which means maximum security. If readers are thinking, yes, this could be us, we are a company of a particular size and we need a future proof solution, then we are the right partner.

Editor: You’ve mentioned early successes with clients. What are your future goals?

Stefan: As I hinted earlier, I want to focus more on product development. Given daily demands, this is more a long-term challenge, but one I’m excited to take on.

The key is making the right decisions – in close collaboration with customers, the management board and different departments at PROMOS. This is the only way to ensure that we incorporate all perspectives. My goal is to make a tangible impact on both PROMOS and our customers.

Editor: That sounds like a big responsibility! But your energy and enthusiasm for getting things done is clear. Where do you find inspiration and this energy?

Stefan: A lot of talking and a lot of reflecting! I take my work personally. Even though I’m an employee, I think like an entrepreneur. I also like to seek out dialogue in my personal life. Exercise helps me relax and gives me energy.

Editor: Thank you, Stefan, for taking the time to share your insights. Best of luck with your plans!

Stefan: Thank you – it was my pleasure.

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