Your customer service can do better!
Scale profitably and
delight your customers
Become a growth driver for
your business
Turn your customers into
loyal fans
Achieve more with AI +
automation
And we know how. As one of the most experienced and versatile customer service consultancies in the DACH region, we combine strategic insight with extensive practical expertise. Together with you, we not only develop your vision but also implement it – both technically and operationally – and support you every step of the way until you achieve your goals.
Comprehensive, measurable, and better in the long run.
The most common customer service problems
More requests across more channels, more pressure. Constantly hiring new agents only shifts the problem – what you need are more efficient structures.
Your existing customer base holds far more potential than most people use for new customer acquisition. Only those who tap it systematically benefit from it.
Systems that don't talk to each other create manual work and blind spots. If you don't know your data, you can't steer your service.
ools are already in use – but without clean data and solid processes, the ROI stays elusive. AI tends to amplify what's already there: garbage in, garbage out.
Half-blind actionism: many teams optimize busily but barely move forward. What's missing is a red thread that guides decisions.
Your service as a competitive advantage
In nearly 1,000 projects, we've seen the same problems come up again and again. Three fundamental lessons we really want you to take with you:
- In most companies, customer service is an afterthought – treated as a cost center that processes tickets once everything else has already been decided. That leaves support structurally fighting against tight budgets, limited influence, and decisions made without it at the table. If that doesn't change, you're capping what your service can do – and with it, what your whole company can do.
- Customer retention and CX are two of the most powerful growth levers a company has – and customer service is the most direct path to both. Customers who get fast, competent help stay longer, buy more, and refer others. And there's a lot more to explore in this space!
- Efficiency and quality can go hand in hand – as long as automation and AI are applied where they genuinely help, and complex cases continue to be handled by people. With the right setup and solid processes, even a small team can make a lot of customers very happy ♥️
Customer Experience Consulting from the pros: Why Leafworks?
Pragmatic & fast
Less talking, more doing! This motto makes us genuinely popular. Our focus is firmly on results rather than a polished appearance: we work quickly and carefully, and guide you through every step of your service setup.
Fair & direct
Honesty and openness are a priority for us. We tell you what we think – even when it's uncomfortable – and estimate the effort and costs as accurately as our experience allows.
Competent & motivated
You can rely on our expertise in customer service, CX, CRM and more – and on a team that lives and breathes service. We listen, think along actively, go the extra mile for you, and love exceeding expectations.
Our Services
Customer Service Strategy
How can you improve customer service in the long term? Without genuine expertise and a well-thought-out strategy, efforts are often hit-or-miss. We combine strategic thinking with hands-on experience and provide ongoing support, from assessing the current state of affairs to helping you achieve your goals. You can find more information on this topic on our Customer Service Strategy page.
The best first step: During a one-day clarity workshop at your location, we’ll work with you to analyze your service, identify the most impactful levers, and develop a prioritized roadmap.
Customer Service Solutions
Automation and AI, self-service, and tool integrations – the quality and efficiency of your service hinge on having the right technical setup. When it comes to the foundation, your customer service software, we often and gladly work with Zendesk (as the DACH market leader with over 900 projects, we bring unique expertise to the table), but we’re also open to other providers.
We supplement what your processes lack out of the box in a sensible and pragmatic way, whether off-the-shelf or custom-made: self-service options, integrations, telephony solutions, workflows, or AI tools. Learn more:
Cloud Development
Many companies still rely on legacy on-premises systems – such as ERP, CRM, or internal databases – that have limited interoperability with modern cloud services or SaaS tools. This leads to data silos, manual processes, and integration issues.
We help you migrate existing systems to the cloud in a meaningful way or build hybrid architectures. The goal is a stable, secure, and scalable infrastructure that connects your existing applications with new solutions and leaves room for future developments.
Customer Relationship Management (CRM)
CRM systems connect marketing, sales, and support – and ensure that customer data is available where it’s needed. However, with so many providers and features to choose from, many companies find it difficult to identify the right system and integrate it effectively into their existing processes.
We provide vendor-neutral advice on selecting the right CRM and help you clearly define requirements, processes, and integrations. We then support you through implementation and rollout – drawing on over 20 years of experience with CRM projects in companies of all sizes.
Custom Solutions
If it doesn’t exist, we’ll build it: If there’s no solution available, we’ll just create one!
- Customer Portals: Self-service platforms that take the burden off customers 24/7 and digitize internal processes—from document management to the entire onboarding process.
➜ e.g.: Handling rental processes entirely digitally, from apartment searches to legally compliant signatures - Custom Apps: Custom extensions for your specific processes that pick up where marketplace apps leave off
- Middleware & API Integrations: We connect systems that don’t natively communicate with each other—CRM, ERP, e-commerce platforms, and more.
Our Technology Partners
Following a best-of-breed approach, we prefer to work with platforms and tools that have proven themselves in practice, and we set them up so they keep working in your setup for the long run. Here is a selection from our partner ecosystem – which tools suit you best is something we are happy to figure out together.
As the No. 1 Zendesk partner in the DACH region, we have completed around 1,000 projects, from configuration and automation to custom apps and backend integrations. Discover Zendesk →
We like to use HubSpot wherever CRM, marketing and sales data should be closely connected with customer service. More about HubSpot →
As an official Gold Partner and Aircall Partner of the Year 2026 for the DACH region, we are convinced of Aircall as the telephony solution for customer service setups. Get to know Aircall →
Among other things, Knots comes into play when processes need structured data processing, AI-based classification or reliable document extraction. Get to know Knots →
We guide the rollout of monday.com for teams that want to make their work visible and keep their processes running smoothly. View monday.com solutions →
The first step only costs a little courage
Book a free intro call with us and get an honest assessment in 30 minutes – where you stand today and how to move forward.
Our Customers
We help hundreds of companies improve their customer service in a lasting way – from startups to SMEs and large enterprises.
"With Leafworks' help, we managed to carry out a mammoth project with no negative impact on users or customers. We were able to standardise customer satisfaction across the entire Staffbase group and now offer efficient multi-product support."
Felix Starzer Global Director Customer Care | Staffbase GmbH
"Working with Leafworks was very pleasant and professional. Leafworks understood our needs extremely well and gave us excellent guidance throughout the transformation process."
Omied Sadegie Head of Customer Service | Globetrotter Ausrüstung GmbH
"The collaboration with Zendesk and Leafworks was marked by the highest level of professionalism and reliability from start to finish. We were able to go live just 2 months after the go-live decision and had virtually no teething problems."
Alexander Bösch Head of Services | Jelmoli AG
More customers
Want to optimise your customer service?
Book your free intro call with one of our consultants now.
Locations
Germany
Friedrichstraße 155
10117 Berlin
kontakt@leafworks.de
Tel +49 40 696 386 96
Swiss
Brüttenerstraße 37
8307 Effretikon
kontakt@leafworks.ch
Tel +41 76 428 60 20
Spain
CL Poeta Monmeneu 3-4
46009 València
kontakt@leafworks.es
Tel +34 624 08 42 85
