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Since 2013, ServiceOcean has represented 100% of calls handled for inbound service centres

Digital queues use behavioural science and optimised IVR scripts to offer alternatives before callers abandon calls and call again. Callers can choose between scheduled call-backs, virtual queueing, or the option to wait in a traditional queue. In this way, the software (SaaS) reduces the cost of call handling by up to 85% while at the same time immediately boosting KPIs and markedly increasing customer and employee satisfaction.

From a volcanic eruption to a start-up

In 2010, the Eyjafjallajökull volcano erupted in Iceland in the midst of Dr Alexander Schagen’s multi-year project conducting real-world research into success factors in service and sales at the University of St.Gallen (HSG). When it erupted, Eyjafjallajökull flung enormous amounts of volcanic ash into the atmosphere, creating a cloud that severely disrupted air travel. Countless flights were grounded, resulting in an immense call volume and long wait times at the airlines’ service centres. 

At this time, Dr Schagen was writing his dissertation on the success factors for inbound service centres at the Institute for Marketing and Customer Insight of the University of St.Gallen (HSG), and was also working on a multi-year consulting project for Swiss International Air Lines. Queues were quickly identified as the biggest problem for customer service.

Today, the company is an award-winning market and innovation leader for calls handled – with zero wait time.

What does Eyjafjallajökull have to do with ServiceOcean? 

And thus, the idea behind ServiceOcean was born at the University of St.Gallen in 2013.

“Wherever there are waiting times, scheduling is the solution. In this way, we have been able to improve the world of service. We can now design queues in an efficient manner and offer excellent customer service. Our vision: We turn “service deserts” into oceans.”

Thomas Addison,
Founder and Managing Director

Once we had all of the findings from the research project, we came up with the idea of developing an innovative call centre software, and we were able to establish our own company. What drives us? Revolutionising call handling.

Dr. Alexander Schagen,
Founder of Service Ocean

THOMAS ADDISON AND ALEXANDER SCHAGEN

The founders of Service Ocean

Before founding ServiceOcean, Thomas Addison worked for a wide range of companies in Switzerland as an SAP consultant. He studied Business Informatics at the University of Mannheim. Dr Alexander Schagen researched and lectured at the University of St.Gallen (HSG) on the topic of success factors in call centres. With this combination of a research background and real-world expertise, the two founders began revolutionising call handling.

AND THE STORY CONTINUES…

Our story

2009−2012 Laying the groundwork:

Call centre research at the University of St.Gallen (HSG) and a joint research project with Swiss International Air Lines

2013−2016 Founding ServiceOcean:

ServiceOcean is founded in Switzerland in 2013 and its subsidiary in Germany is established in 2016

2017−2020 Growth:

Successful financing and a rapid increase in the number of customers and employees at the company locations in St. Gallen and Cologne

2021−present Expansion:

Full speed ahead! Optimisation of the software, expansion to include new target groups and new markets