{"id":6554,"date":"2024-01-09T14:26:40","date_gmt":"2024-01-09T13:26:40","guid":{"rendered":"https:\/\/www.serviceocean.com\/?page_id=6554"},"modified":"2026-02-24T11:44:06","modified_gmt":"2026-02-24T10:44:06","slug":"about-serviceocean","status":"publish","type":"page","link":"https:\/\/www.serviceocean.com\/en\/about-serviceocean\/","title":{"rendered":"About ServiceOcean"},"content":{"rendered":"<!--blockstudio\/blockstudio\/banner--><div id=\"banner-blockstudio-a8c8e7dd9fbe\" class=\"banner with_slider bg_dark\">\n\t\t<div class=\"inner\">\n\t\t<div class=\"text\">\n\t\t\t<div class=\"text_inner\">\n\t\t\t\t<div>\n\n<p class=\"is-style-subhead wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-secondary-color\"><strong><strong>ABOUT SERVICEOCEAN<\/strong><\/strong><\/mark><\/p>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>ServiceOcean is revolutionizing calls handling between employees and customers<\/strong><\/h1>\n\n\n\n<p class=\"is-style-largetext wp-block-paragraph\"><strong>Your partner for call handling<\/strong><br><strong>and the quickest path to the new world of service<\/strong><\/p>\n\n\n\n<p class=\"is-style-btn--green wp-block-paragraph\"><a href=\"https:\/\/www.serviceocean.com\/en\/team\/\">Find out more about the team<\/a><\/p>\n\n<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t<\/div>\n\n\n\t    <script defer>\n        \/\/ Check if the screen width is greater than a certain breakpoint (e.g., 768px for desktop)\n        if (window.innerWidth >= 501) {\n            var script = document.createElement('script');\n            script.src = \"https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/vivus\/vivus.min.js\";\n            script.onload = function () {\n                \/\/ Now that Vivus is loaded, you can safely use it\n                initVivus();\n            };\n            document.head.appendChild(script);\n        }\n    <\/script>\n\n    <!-- <script src=\"https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/vivus\/vivus.min.js\"><\/script> -->\n    <div class=\"boldWave\" id=\"bold_wave_banner-blockstudio-a8c8e7dd9fbe\"><\/div>\n    <div class=\"mediumWave\" id=\"medium_wave_banner-blockstudio-a8c8e7dd9fbe\"><\/div>\n    <div class=\"rasterWave\" id=\"raster_wave_banner-blockstudio-a8c8e7dd9fbe\"><img loading=\"eager\" fetchpriority=\"high\" src=\"https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/img\/raster_dark.svg\"><\/div>\n\n    <script>\n        function initVivus() {\n                            if (window.innerWidth >= 501) {\n                    new Vivus('bold_wave_banner-blockstudio-a8c8e7dd9fbe', {\n                        type: 'sync',\n                        start: 'autostart',\n                        file: 'https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/img\/bold_dark_wave.svg',\n                        duration: 500,\n                        animTimingFunction: Vivus.EASE_IN_OUT\n                    }, function (myVivus) {\n                        myVivus.play(myVivus.getStatus() === 'end' ? -1 : 1);\n                    });\n\n                    new Vivus('medium_wave_banner-blockstudio-a8c8e7dd9fbe', {\n                        type: 'sync',\n                        start: 'autostart',\n                        file: 'https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/img\/medium_dark_wave.svg',\n                        duration: 400,\n                        animTimingFunction: Vivus.EASE_IN_OUT\n                    }, function (myVivus) {\n                        myVivus.play(myVivus.getStatus() === 'end' ? -1 : 1);\n                    });\n                }\n                    }\n    <\/script>\n<!-- \/\/ if (myVivus.getStatus() === 'end') {\n\t\t\t\t\t\t\/\/ \tmyVivus.reset().play();\n\t\t\t\t\t\t\/\/ }\n\t\t\t\t\t\t\/\/ if (myVivus.getStatus() === 'end') {\n\t\t\t\t\t\t\/\/ \tobj.el.classList.add('finished');\n\t\t\t\t\t\t\/\/ \tsetTimeout(function() {\n\t\t\t\t\t\t\/\/ \t\tmyVivus.play(-1);\n\t\t\t\t\t\t\/\/ \t\tobj.el.classList.add('finished');\n\t\t\t\t\t\t\/\/ \t}, 3000);\n\t\t\t\t\t\t\/\/ } -->\n\n\t\t\t<div class=\"floating_circle\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/img\/circle_dark.svg\">\n\t\t\t\t\t<\/div>\n\t\n\n\n\t\t\t\t\t\t  <div class=\"floating-bg floating-bg-dark\"><\/div>\n\t\t\t\t<!--blockstudio\/blockstudio\/logoslider--><\/div>\n\n\n\n\n\n\n<!--blockstudio\/blockstudio\/frame-layout-->\n<div id=\"px-frame-layout-blockstudio-b1510c35b2ce\" class=\"fl  px-frame-layout\" data-frame=\"default\" data-layout=\"layout-full-super-reduced\" data-margin-before=\"medium\" data-margin-after=\"large\" >\n    <div class=\"inner\">\n        <div >\n\n<h2 class=\"wp-block-heading has-text-align-center\"><strong>Since 2013, ServiceOcean has represented 100% of calls handled for inbound service centers<\/strong><\/h2>\n\n\n\n<p class=\"has-text-align-center is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\"><strong>SO Callback leverages behavioral science and optimized IVR scripts to offer smart alternatives before callers abandon their calls and redial.<\/strong> Callers can choose between scheduled callbacks, virtual queuing, or waiting in a traditional queue. In this way, the software (SaaS) reduces call handling costs by up to 85%\u2014while simultaneously improving KPIs and significantly increasing both customer and employee satisfaction.<\/mark><\/strong><\/p>\n\n<\/div>\n    <\/div>\n<\/div>\n\n\n<!--blockstudio\/blockstudio\/frame-layout-->\n<div id=\"px-frame-layout-blockstudio-035a7a7a7429\" class=\"fl  px-frame-layout\" data-frame=\"default\" data-layout=\"default\" data-margin-before=\"default\" data-margin-after=\"medium\" >\n    <div class=\"inner\">\n        <div >\n\n<div class=\"wp-block-columns animatedParent animateOnce has-2-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns animatedParent animateOnce has-2-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"wp-block-heading\"><strong>From a volcanic eruption to a start-up<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In 2010, the Eyjafjallaj\u00f6kull volcano erupted in Iceland in the midst of Dr. Alexander Schagen\u2019s multi-year project conducting real-world research into success factors in service and sales at the&nbsp;<a href=\"https:\/\/www.unisg.ch\/en\/\">University of St.Gallen (HSG)<\/a>.&nbsp;When it erupted, Eyjafjallaj\u00f6kull flung enormous amounts of volcanic ash into the atmosphere, creating a cloud that severely disrupted air travel.&nbsp;Countless flights were grounded, resulting in an immense call volume and long wait times at the airlines\u2019 service centers.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At this time, Dr. Schagen was writing his dissertation on the success factors for inbound service centres at the&nbsp;<a href=\"https:\/\/imc.unisg.ch\/\">Institute for Marketing and Customer Insight of the University of St.Gallen (HSG)<\/a>,&nbsp;and was also working on a long-term consulting project for Swiss International Air Lines. Queues were quickly identified as the biggest problem for customer service.<\/p>\n\n\n\n<p class=\"is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Today, ServiceOcean is an award-winning market and innovation leader for calls handled \u2013 with zero wait time.<\/mark><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:40%\"><!--blockstudio\/blockstudio\/text-image-radius-bg--><div id=\"text_image_radius_bg-blockstudio-6964e050663c\" class=\"text_image_radius_bg round_light_blue radius_down radius_right\">\n\t<div class=\"inner_section \">\n\t\t\t\t\t<div class=\"image\">\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"333\" src=\"https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/serviceocean_adobestock_27210762-800x533-1.webp\" class=\"attachment-500x500 size-500x500\" alt=\"Vulkan Eyjafjallaj&ouml;kull\" srcset=\"https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/serviceocean_adobestock_27210762-800x533-1.webp 800w, https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/serviceocean_adobestock_27210762-800x533-1-768x512.webp 768w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\">\t\t\t<\/div>\n\t\t\t\t<div class=\"content_section\">\n\t\t\t<div>\n\n<p class=\"is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\">What does Eyjafjallaj&ouml;kull have to do with ServiceOcean?&nbsp;<\/mark><\/strong><\/p>\n\n<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div><\/div>\n<\/div>\n\n<\/div>\n    <\/div>\n<\/div>\n\n\n<!--blockstudio\/blockstudio\/frame-layout-->\n<div id=\"px-frame-layout-blockstudio-5c5564742d9f\" class=\"fl  px-frame-layout\" data-frame=\"greenbox\" data-layout=\"layout-full-medium-reduced\" data-margin-before=\"medium\" data-margin-after=\"medium\" >\n    <div class=\"inner\">\n        <div >\n<!--blockstudio\/blockstudio\/content-slider-->\t<div class=\"content-slider\">\n\t\t<div class=\"innersection\">\n\t\t\n\t\t\t<div class=\"sliderwrapper\">\n\t\t\t\t<div class=\"slides content-splide\" id=\"content-slider-blockstudio-5b4538302824\">\n\t\t\t\t\t<div class=\"splide__track\">\n\t\t\t\t\t\t<div class=\"splide__list\">\n\t\t\t\t\t\t\t\n<!--blockstudio\/blockstudio\/single-slide--><div class=\"single-slide splide__slide\">\n        <div>\n\n<p class=\"is-style-subhead wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\">And thus, the idea behind ServiceOcean was born at the University of St.Gallen in 2013.<\/mark><\/p>\n\n\n\n<p class=\"is-style-superlargetext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-blue-color\">&ldquo;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 &ldquo;service deserts&rdquo; into oceans.&rdquo;<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-blue-color\"><strong>Thomas Addison,<\/strong><\/mark><br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-blue-color\">Founder and CEO<\/mark><\/p>\n\n<\/div>\n<\/div>\n\n<!--blockstudio\/blockstudio\/single-slide--><div class=\"single-slide splide__slide\">\n        <div>\n\n<p class=\"has-text-align-left is-style-superlargetext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-blue-color\">Once we had all of the findings from the research project, we came up with the idea of developing an innovative call center software, and we were able to establish our own company. What drives us? Revolutionizing call handling.<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-blue-color\"><strong>Dr. Alexander Schagen,<\/strong><br>Founder of Service Ocean<\/mark><\/p>\n\n<\/div>\n<\/div>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t<\/div>\n\t<\/div>\n\n\n<\/div>\n    <\/div>\n<\/div>\n\n\n<!--blockstudio\/blockstudio\/frame-layout-->\n<div id=\"px-frame-layout-blockstudio-8c5cf914f4c5\" class=\"fl  px-frame-layout\" data-frame=\"default\" data-layout=\"default\" data-margin-before=\"default\" data-margin-after=\"medium\" >\n    <div class=\"inner\">\n        <div >\n\n<div class=\"wp-block-columns animatedParent animateOnce has-2-columns are-vertically-aligned-center is-style-spacing-narrow is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns animatedParent animateOnce has-2-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:40%\">\n<figure class=\"wp-block-image size-large is-style-stick-to-left\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"834\" src=\"https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/ueber-uns-1024x834.png\" alt=\"\" class=\"wp-image-5527\" srcset=\"https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/ueber-uns-1024x834.png 1024w, https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/ueber-uns-800x651.png 800w, https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/ueber-uns-768x625.png 768w, https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/ueber-uns.png 1120w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:55%\">\n<p class=\"is-style-subhead wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\"><strong>THOMAS ADDISON AND ALEXANDER SCHAGEN<\/strong><\/mark><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>The founders of Service Ocean<\/strong><\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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 centers. With this combination of a research background and real-world expertise, the two founders began revolutionizing call handling.<\/p>\n<\/div>\n<\/div>\n\n<\/div>\n    <\/div>\n<\/div>\n\n\n<!--blockstudio\/blockstudio\/frame-layout-->\n<div id=\"px-frame-layout-blockstudio-ee26fc8d348f\" class=\"fl  px-frame-layout\" data-frame=\"bluebox\" data-layout=\"layout-full-medium-reduced\" data-margin-before=\"default\" data-margin-after=\"default\" style=\"background:url('https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/01\/group-935.jpg');\">\n    <div class=\"inner\">\n        <div >\n\n<p class=\"has-text-align-center is-style-subhead wp-block-paragraph\"><strong><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\"><strong>AND THE STORY CONTINUES&#8230;<\/strong><\/mark><\/strong><\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\"><strong><strong><strong>Our story<\/strong><\/strong><\/strong><\/h2>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns animatedParent animateOnce has-2-columns is-style-default is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns animatedParent animateOnce has-2-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\"><strong>2009\u22122012 Laying the groundwork:<\/strong><\/mark><\/strong><\/p>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Call center research at the University of St. Gallen (HSG) and a joint research project with Swiss International Air Lines<\/mark><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\"><strong>2013\u22122016 Founding ServiceOcean:<\/strong><\/mark><\/strong><\/p>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">ServiceOcean is founded in Switzerland in 2013 and its subsidiary in Germany is established in 2016<\/mark><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns animatedParent animateOnce has-2-columns is-style-default is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns animatedParent animateOnce has-2-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\"><strong>2017\u22122020 Growth:<\/strong><\/mark><\/strong><\/p>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Successful financing and a rapid increase in the number of customers and employees at the company locations in St. Gallen and Cologne<\/mark><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\"><strong>2021\u2212present Expansion:<\/strong><\/mark><\/strong><\/p>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Full speed ahead! Optimization of the software, expansion to include new target groups and new markets<\/mark><\/p>\n<\/div>\n<\/div>\n\n<\/div>\n    <\/div>\n<\/div>\n\n\n\n<!-- Please don't change. Block is needed for React app. -->\n<noscript>You need to enable JavaScript to run this app.<\/noscript>\n<div id=\"root\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>You need to enable JavaScript to run this app.<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-6554","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<title>About ServiceOcean - ServiceOcean AG<\/title>\n<meta name=\"description\" content=\"ServiceOcean is revolutionising handled calls between employees and customers. 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