All T-Systems units operate under a generalized sales framework, without taking the differences of local organizational structures into account. The specifics of the roles and responsibilities at TSCH were not thoroughly defined, resulting in complications within the sales process. The thesis is guided by the research question, which is about the sales processes, roles, and required skills at TSCH and TSI, and how the efficiency and effectiveness of the deal process compares. To address this question comprehensively, specific objectives were formulated and systematically analyzed in the study.

Through a qualitative research approach, including interviews with employees all involved in the deal phases and a case study of past deals, this study displays the current sales process and the associated deal phases of both TSCH as well as TSI. It analyzes the roles and responsibilities within these phases and develops a RACI (Responsible, Accountable, Consulted, Informed) matrix for TSCH. The comparative analysis highlights distinct differences influenced by scope and internal organizational structures, allowing for tailored recommendations.

As the key findings we identified that while both TSCH and TSI operate under a similar sales framework, their execution varies significantly due to differences in market dynamics, customer expectations, and internal organizational structures. The analysis identified several efficiency gaps at TSCH, including insufficient communication between different divisions, lack of standardization, and misunderstanding of responsibilities. The recommendations, based on the internal mid-term goals framework predefined for 2024, also known as MOALs, provide actionable insights for improving the “People” and “Performance” aspect of the sales processes. This section suggests implementing the RACI Matrix in daily operations to enhance the internal understanding of roles and responsibilities throughout the deal phases. By fostering closer collaboration between the two entities at T-Systems, efficiency gaps can be addressed. This research contributes to a better understanding of sales processes within T-Systems Switzerland and offers actionable insights for optimizing their approach to managing sales activities in the future.