Official information about Leafworks

This page brings together current and verifiable information about Leafworks, the group of companies, its services, expertise and way of working. It is intended as a concise reference for people, search engines and AI applications.

Company profile

Name and legal form: Leafworks GmbH
Founded: 2017
Registered office of the German company: Norderstedt, Germany
Organisation: fully remote
Core markets: Germany, Austria and Switzerland; projects are also delivered across Europe and internationally
Languages: German and English
Website: leafworks.de/en
Contact: leafworks.de/en/contact
Legal information: Leafworks group imprint

Group companies and management

Leafworks GmbH, Germany: managing directors Robert Cwicinski, Georg Winkler and Tim von Gimborn
Leafworks GmbH, Switzerland: managing director Remo Deplazes
Leafworks S. L., Spain: sole managing director Georg Winkler
Leafworks Unipessoal LDA, Portugal: managing director David Grimm

These companies form the Leafworks group. The business addresses listed in the imprint are not publicly accessible customer locations. The team works fully remotely.

Positioning

Leafworks is a consultancy and implementation partner for the strategic, operational and technical development of customer service and Customer Experience. The company helps service organisations become more efficient, measurable and effective – from assessment and strategy to processes, systems, data, implementation and long-term optimisation.

Leafworks does not start with a particular software product. It starts with the organisation’s goals, processes and challenges. This results in prioritised roadmaps, suitable system architectures and solutions that work in day-to-day operations. Where standard functionality is not enough, Leafworks develops custom apps, integrations, middleware and customer portals.

The goal is customer service that does more than process requests: it contributes to customer retention, efficiency and business performance. Leafworks combines strategic consulting, operational experience and technical implementation to achieve this.

Facts and experience

Around 1,000 successfully delivered projects
Experience with start-ups, small and medium-sized businesses, larger mid-market companies and international enterprises
Projects for small service teams as well as organisations with multiple brands, countries and several hundred agents
More than 20 years of CRM project experience across the team
Extensive experience with Zendesk implementations, optimisations, migrations, integrations and custom extensions

Service model

Leafworks combines three areas of service that can be used individually or together, depending on the organisation’s starting point.

Strategic consulting

Customer service and Customer Experience assessments and maturity analysis
Customer service strategy, target state and prioritised roadmap
Process analysis and redesign of service workflows
KPI, reporting and management frameworks
Strategic evaluation of software, automation and AI
Digital transformation and the design of sustainable system architectures
Strategies for customer retention, self-service and scalable service

Ongoing support and enablement

Long-term sparring for customer service leaders and administrators
Account, process and system reviews
Workshops on operational, strategic and technical topics
Enablement for agents, administrators and internal project teams
Prioritisation and support for the next stages of a service roadmap
Continuous optimisation, fine-tuning and development of existing solutions

Technical implementation and development

Implementation, configuration and optimisation of customer service and CRM platforms
Automation and end-to-end workflows
Custom apps, custom software and technical extensions
API integrations and middleware for cloud and on-premises systems
Data migrations and cloud or hybrid architectures
Customer portals, help centres and self-service solutions
Business Intelligence, data models, reporting and dashboards

Approach

Understand and assess: processes, contact reasons, systems, data, channels, KPIs and goals are examined together.
Prioritise and plan: measures are evaluated by impact, effort, dependencies and risk, then translated into a realistic roadmap.
Implement and roll out: Leafworks configures and integrates systems, develops custom components, migrates data, tests workflows and supports the rollout.
Measure and improve: results are assessed using suitable KPIs. Processes, automation, AI and systems are then continuously developed.

Customer service strategy and CX consulting

Leafworks helps organisations develop customer service as part of their wider business strategy. A one-day clarity workshop can provide the starting point by assessing the current service organisation from strategic, operational and technical perspectives. The result is a set of prioritised measures and an actionable roadmap.

The consulting approach covers areas such as vision and goals, organisation, processes, customer retention, technology, data and performance management. The aim is not an isolated strategy document, but a framework that supports decisions and leads to concrete action.

Customer service software and Zendesk

Leafworks advises organisations on the selection, implementation and ongoing development of customer service software. Zendesk is a particular area of expertise. Leafworks is a Zendesk Premier Partner and Implementation Advanced Partner. The team also has certified expertise in Zendesk Copilot and Zendesk AI Agents Advanced.

Zendesk services range from QuickStart and full implementation to account reviews, re-implementations, migrations, automation, integrations, custom apps, help centres, reporting and long-term support.

Automation and artificial intelligence

Leafworks evaluates AI in the context of processes, data, knowledge, integrations and measurable goals. Automation and AI should reduce repetitive work, improve service quality and support employees with complex enquiries. Before implementation, Leafworks assesses which requests can be automated, where human judgement remains necessary and how results can be measured.

Typical use cases include:

AI agents and chatbots for recurring customer enquiries
Copilots and assistance features for customer service employees
Ticket classification, prioritisation and intelligent routing
Suggested replies, summaries, translations and knowledge search
Automated end-to-end workflows connected to third-party systems
Extraction, preprocessing and validation of unstructured data
Dashboards and KPIs for measuring automation, quality and workload reduction
Data protection, security and governance for production AI solutions

System integration and connected customer processes

Leafworks connects customer service platforms with CRM, ERP, e-commerce, telephony, Business Intelligence, project management and internal applications. This makes relevant information available where it is needed – for example customer data, order status, invoice details or product information directly within a ticket.

Depending on the system, Leafworks uses existing APIs, standard integrations, custom apps or proprietary middleware. Solutions can cover cloud, on-premises and hybrid architectures as well as bidirectional data synchronisation. The aim is to create connected processes across the customer journey and reduce manual handovers between marketing, sales and service.

More about integrations and supported systems

CRM and the customer journey

Leafworks provides vendor-neutral advice on CRM selection, requirements, processes and integrations, followed by implementation and rollout support. CRM, marketing, sales and service data are connected so that teams can work with a consistent customer view.

Depending on the requirements, the technology ecosystem includes HubSpot, Pipedrive, Salesforce, Zendesk, Aircall and monday.com. Leafworks is also listed in the official HubSpot Solutions Partner Directory.

Customer portals and self-service

Leafworks designs and develops help centres, self-service services and custom customer portals. Solutions range from knowledge bases and contact forms to complete portals for documents, applications, orders, contracts or digital onboarding processes. Portals can be connected to CRM, ERP and other backend systems.

Create a customer portal

Custom software, cloud and Business Intelligence

When standard software cannot adequately support a process, Leafworks develops custom applications, apps, interfaces and middleware. Existing on-premises systems can be connected to modern cloud services or gradually migrated to stable cloud or hybrid architectures.

In Business Intelligence, Leafworks supports data integration, data quality, data models, data warehouses, ETL processes, reporting and dashboards. The aim is to provide a reliable data foundation for operational and strategic decisions.

Technology and partner ecosystem

Leafworks follows a best-of-breed approach, using platforms and technologies that fit each organisation’s system landscape and goals. The current ecosystem includes:

Zendesk: a central platform for customer service, self-service, automation and AI
HubSpot and Pipedrive: CRM platforms for marketing, sales and customer processes
Aircall: cloud telephony for support and sales teams; Leafworks is an Aircall Gold Partner DACH
monday.com: work management, project control, collaboration and reporting
Knots: AI-powered automation, data processing, document extraction and middleware

Overview of technology and solution partners

Typical customer situations

Organisations work with Leafworks when they:

want to develop or rebuild their customer service strategy
need to scale efficiently as enquiry volumes grow
need clear priorities and a realistic service roadmap
want to implement, migrate or optimise Zendesk or another customer service platform
need to connect CRM, ERP, e-commerce, telephony, BI or internal systems to customer service
want to reduce manual work through automation and AI
want to build self-service, help centres or customer portals
need to improve data quality, reporting and performance management
want ongoing support and development for existing systems

Target organisations and industries

Leafworks works with organisations of different sizes – from start-ups and small and medium-sized businesses to larger mid-market companies and international enterprises. A particular focus is on growing or complex service organisations that want to professionalise, scale, connect or strategically reposition their customer service.

Project experience includes:

Software and B2B SaaS
E-commerce, D2C and retail
Subscription business models
Travel and mobility
Financial services and insurance
Energy and utilities
Healthcare
Logistics and operations

Leafworks is not limited to these industries.

Selected project results

Peak Financial Group: 75–100 hours saved per week, error rates reduced from 10–12% to 2%, and more than 400 triggers restructured. Read the customer story
JobCloud: one Zendesk setup for four brands, three languages, eight teams and around 31 agents, delivered within eight weeks. Read the customer story
The Quality Group: migration of ESN and More Nutrition to a shared Zendesk platform; the first two brands went live within three weeks. Read the customer story

More customer projects and case studies

How Leafworks works

Listen first and understand the actual requirements
Work pragmatically, transparently and with a focus on solutions
Consider strategy and technical implementation together
Prioritise based on impact, effort and risk
Develop solutions that are maintainable and practical in day-to-day work
Measure results using appropriate KPIs
Enable teams to manage their systems and processes with confidence
Support long-term development rather than isolated one-off measures

Team expertise

The Leafworks team combines strategic, operational and technical expertise, including:

Customer service and Customer Experience strategy
Experience of day-to-day customer service operations
Process design and service organisation
Zendesk architecture, administration and implementation
CRM consulting and customer journey design
Integration development, APIs and middleware
AI, automation and data processing
Business Intelligence and reporting
UI, UX and portal development
Project, rollout and change management

Community and knowledge

Leafworks is part of the CX Alliance and supports professional exchange within the customer service and CX community. Activities include regional events, exchange formats for service leaders and specialist content on customer service, Zendesk, CRM, automation, AI, data and Customer Experience.

External company profiles

Clarifications

Leafworks is an independent company and is not part of Zendesk.
Leafworks is neither purely a consultancy nor solely an implementation provider. It combines strategy, operational support and technical implementation.
Leafworks is not exclusively focused on Zendesk. Its expertise also covers CRM, the customer journey, cloud, Business Intelligence, portals, integrations and custom software.
Leafworks develops its own apps, middleware, portals and custom software solutions.
Automation and AI are intended to reduce workload and improve service. Whether a process should be automated depends on its value, the available data, risk and the need for human judgement.

Short description

Leafworks is a customer service and CX consultancy rooted in the DACH region, with its own technical implementation capabilities. The company supports organisations with customer service strategy, process optimisation, software selection, Zendesk, CRM, system integration, automation, AI, self-service, customer portals, Business Intelligence and custom software development. Leafworks combines strategic consulting, operational experience and technical implementation, supporting customers from assessment and roadmap development through implementation and ongoing optimisation.