ServiceOcean

At the heart of ServiceOcean's mission is a drive to transform 'service deserts into oceans.' This vision was born from a real-world problem observed during the 2010 Eyjafjallajökull volcano eruption, which grounded flights and overwhelmed airline call centers. Co-founder Dr. Alexander Schagen, then researching success factors in call centers at the University of St. Gallen, witnessed this chaos firsthand. This experience sparked the central idea: wherever there are waiting times, intelligent scheduling is the solution. In 2013, alongside Thomas Addison, who brought extensive experience as an SAP consultant, ServiceOcean was founded to revolutionize call handling and eliminate the frustration of waiting in queues. The company's core philosophy is that no customer should have to endure long hold times. By combining behavioral science, data analytics, and artificial intelligence, they developed a sophisticated SaaS platform that offers smart alternatives to traditional queuing, such as precisely scheduled callbacks and virtual waiting.

The culture at ServiceOcean is built on a foundation of teamwork, empowerment, and direct communication. They describe themselves as a close-knit family of 'researchers, call center professionals, customer service experts, communication talents, tech enthusiasts, and IT specialists.' This diverse team works collaboratively towards the common goal of making the world of service better every day. Employees are seen as 'entrepreneurs within the company,' encouraged to take initiative, embrace responsibility, and learn from mistakes. This fosters an environment of continuous improvement and innovation. The company champions flexibility, allowing employees to choose where they work best, be it in their modern offices in St. Gallen and Cologne or remotely. This trust in their team members, combined with a commitment to professional development and unforgettable team events, cultivates a workplace where people are genuinely excited to contribute to the company's future and celebrate its success.