Services
A support floor that sounds like your company.
Customer operations is where most brands quietly lose the goodwill their product earned. We run it as an engineered service: staffed to a forecast, measured against agreed service levels, and instrumented like any other system we build.
Our floor in Prishtina fields inbound support, outbound sales and retention, back-office processing and technical helpdesk in English, German, Dutch, Albanian, Italian and French. Agents are hired for your account, trained on your product, and stay on it — the same names your customers spoke to last month.
Because we are an engineering company first, we build the tooling around the floor as well as staffing it: CRM and telephony integration, AI-assisted drafting and summarisation, live quality scoring and dashboards that tie contact volume back to the product changes that caused it.
Capabilities
First-line and technical second-line support across every channel your customers use, staffed to a forecast rather than to a hopeful average.
Lead qualification, win-back and renewal campaigns run by agents who know the product — with call scripting, objection handling and compliant record keeping.
Service levels are a staffing problem before they are an attitude problem. We forecast volume, build the rota against it, and hold the line during peaks.
A published quality framework, calibrated weekly with you, so that 'good service' is a score you can audit rather than a feeling.
We build the stack as well as staffing it — telephony, CRM, ticketing and knowledge base wired into your systems so agents work from one screen.
AI deflects the repetitive contacts and shortens the rest. We keep humans on anything with consequence and use automation where it measurably helps.
Deliverables
Stack
Chosen per engagement, not by habit. If your team already runs something else and it works, we work in it rather than around it.
Staffed by
Every engagement in this practice is delivered by a named team you interview yourself — designed, hired and led through our team-building practice.
See the peopleEngagement
Indicative starting figures for a typical engagement, excluding VAT. Your actual number comes from a written scope — but it will be in the same neighbourhood.
Proving the model on one channel or one market.
Full omnichannel coverage with contractual SLAs.
Rebuilding the tooling, routing and quality system itself.
Often combined with
Headless storefronts, marketplaces and B2B commerce platforms — built around checkout performance, merchandising control and the operational plumbing behind the order.
ExploreWe assemble, embed and grow dedicated product teams that work as an extension of your company — hired for your domain, managed to your standards, and yours to keep.
ExploreAssistants, retrieval systems and workflow automation built on Claude, OpenAI and open models — with the evaluation harness, guardrails and cost controls that make them safe to put in front of customers.
ExploreGet started
Send us the situation as it actually is. You get back a shaped engagement, a named team, a fixed timeline and a number you can put in front of a board.
A partner replies within one business day — with questions, not a sales sequence.