About usThe customer service and sales (r)evolution
Since 2013, ServiceOcean has represented a new level of availability in the digital age. Innovative software solutions improve KPIs for service centres, sales teams and retail stores. Intelligent scheduling manages queues for customer service hotlines, cold calling in sales, and wait times in offices and shops on the basis of pre-defined objectives. Companies benefit from top KPIs, greater cost effectiveness and happier customers and employees.
We want to revolutionise availability
between employees and customers
with new software solutions
We take KPIs
to a new level
and replace queues
with intelligent scheduling.
Our innovations are driven by our pioneering spirit.
Our thinking is shaped by commitment.
Our actions are guided by integrity.
Our goal is healthy growth.
Trust = expertise × sympathy
In German, the word Servicewüste literally means “service desert” and is used to describe places with poor customer service. The most urgent customer need is the ability to reach the right person at a company without having to wait. Intelligently scheduled call-backs are our response to the “service desert”, and allow companies to offer a new level of cost-effectiveness and customer-facing service quality. A new level of quality combines optimal availability from the customer’s perspective with optimal capacity utilisation from the internal company perspective. ServiceOcean builds on the management theories laid out in the best-selling book Blue Ocean Strategy.
Human beings today know more about the moon than we do about our own ocean floors. This is also true when it comes to customer service. Before we explore an entirely new planet, such as social media or big data, we first need to better understand the world around us. A high level of availability is the core competency on our own ocean floor. Today, we can use innovative technologies to address the age-old problem of long wait times. The submarine has found a unique solution.
Research and development
Human beings today know more about the moon than we do about our own ocean floors. This is also true ServiceOcean is built on many years of practical research projects studying the factors that make customer service and sales teams successful. The idea behind this innovative software emerged after all of the results had been evaluated. Intelligent scheduling allows for quick, personalised customer contact as well as significant cost savings. The fully automated solution guarantees customer contacts made on the basis of individual capacity and allows employees to prepare for calls, thereby ensuring top-quality customer interactions.
Corporate social responsibility is an important part of our company culture. ServiceOcean regularly supports the international non-governmental organisation SOS-Kinderdorf. For more than 60 years, SOS-Kinderdorf has dedicated itself to providing children with a safe place to live. The politically-independent, non-denominational charity is actively engaged in a number of projects to help young people get a better start in life.
ServiceOcean is built on many years of practical, real-world research projects studying the factors that make customer service and sales teams successful. The key to success is state-of-the-art availability with zero waiting. The only way to achieve this is through capacity-based scheduled call-backs. Customers and employees go into conversations prepared, without waiting, and with greater cost-effectiveness.
Today we are an award-winning market and innovation leader for availability with zero wait times. The key awards in this area in Switzerland and Germany are presented by industry experts such as CallNet.ch (Swiss Contact Center Association) and the Call Center Association of Germany (CCV). ServiceOcean won the Golden Headset Award in 2016, in 2017 we won the Quality Award, and in 2018 our client, Raiffeisen Bank Switzerland, received an award for their use of our solution.