Services
Service costs arise in many places: in avoidable contacts, in contracts that pay for hours, in locations, in the way providers are led. We check each of them for potential in euros, and implement what pays off.
18 years
leading customer service, with our own P&L
950 FTE
led across 6 countries and more than 10 sites
−14 %
cost per transaction
30 %+
contribution margin after turnaround
Six levers
Most companies turn a single screw: a new tool, a new provider, fewer agents. We apply the four steps wherever your service costs money, and put a figure in euros on each lever.
Which contacts shouldn’t exist at all?
We trace your top contact reasons back to the cause in billing, delivery, product or process, and remove it there.
Article: customer service as an earnings lever → Checklist: tick off 10 contact reasons →Is your set-up still the right one?
In-house, outsourced or hybrid: we check whether the set-up fits your volume and your goals. And whether outsourcing would make sense if you don’t use it yet.
Are you paying for hours or for results?
We review contracts and pricing models and move them towards results: fewer avoidable contacts should pay off for you, not for your provider.
White paper: tendering for results →Could the same service be delivered elsewhere?
Nearshore or offshore, to your standards and in line with regulation. We have taken an offshore site live under BaFin and eIDAS rules.
How are your providers led today?
KPIs, routines and governance with your providers are often underrated. We set them up so that agreed performance actually arrives.
White paper: operational excellence →Is there a better provider for you?
Market research, RFI and RFP from one hand. We evaluate the offers transparently, strengths and weaknesses side by side, so you decide with full information.
White paper: tendering for results →Every lever follows the same four steps: find, quantify, fix, embed.
Our method: results, not effort →Three roles
Building customer service from scratch, getting it back on track or making your team stronger: we step in exactly where it hurts right now. As strategist, interim leader or coach.
Pick your situation and we’ll show you which role we play.
“We need a plan that actually holds.”
From target state to make-or-buy, tender and go-live. Backed by market knowledge and an international partner network.
“The house is on fire and nobody’s in charge.”
We take charge from day one, steady operations and find the hidden efficiency, with KPIs, QA and well-aimed AI.
“Our team should be able to handle this themselves.”
We build up leaders and teams, sharpen roles and routines and steer change so it sticks.
Not sure which role you need? The results check shows you your biggest lever in 30 minutes.
Book your results checkWhen your service is already efficient
Customers who stay cost less and bring more. In the same results check we can also put a figure on retention: how much revenue you lose to avoidable churn, and the three moments in which you lose customers.
Book your results check+30 %
revenue in 3 years · TELUS International Leipzig
Every cancellation you prevent counts twice: the revenue stays, and you save the cost of winning a new customer.
How to get started
Step 1 · Free
One figure in euros, the three biggest levers, one action for Monday, memo by the next working day.
Step 2 · Fixed price
KPIs and contact reasons analysed, business case in euros, prioritised 100-day plan with roles and rhythm, presented in person.
Step 3 · As needed
The levers decide the format: strategy and sourcing, interim leadership or building up your leaders.
Step 2 · Lever analysis
Fixed price. We’ll tell you the price in the results check, once we know the scope.
Can your organisation pull this off?
Routines, KPIs and coaching, so your own leaders hold on to the result.
Who does what by when, and how you’ll notice that it works.
Matthias Werlich does the work himself, backed by a tried-and-tested partner network.
Successors onboarded, and the toolkit stays with you.
Who we work for
30 minutes with Matthias Werlich, or four sliders on your own. Both end with a figure in euros.
