What Schacht Consulting does

Schacht Consulting is a privately held German management consultancy founded in 2013 and headquartered in Leinfelden-Echterdingen. It focuses on Customer Service Excellence and Contact Center Transformation, serving enterprise and mid-market clients in the DACH region with named references including BASF, Coca-Cola, Generali, Breuninger, FlixBus, the European Commission, H.B.C. Hanse Betreuungscenter GmbH and Hitado GmbH. The founder and owner, Attikus A. Schacht, has chaired the DDV Competence Centre Customer Service since 2014 and co-shapes the recurring CCN Studies research series (2016-2025), positioning the firm as a recognized voice in the German customer-service community.

The firm's service offering is structured around three pillars — Mensch (People), Organisation and Technik (Technology) — and is delivered through a lean team of 11 employees supported by a curated network of experienced customer-service and sales managers. Its proprietary toolkit includes the Irritant Value Matrix and a CRM reference model used as diagnostic instruments in client engagements. The website is bilingual (German/English) and references an international project footprint spanning Europe, North America and parts of Asia and South America.

Commercially, Schacht Consulting operates a classic project-based consulting model: revenue is generated through advisory mandates, diagnostic workshops, and transformation programs rather than recurring SaaS or licensing. The firm runs an AI-supported chatbot on its own site and increasingly advises clients on AI adoption in customer service, but does not productize proprietary AI/ML technology. Distribution leans on founder-led industry positioning, content (CCN Studies, blog), and forthcoming events including the DDV Dialog Summit 2026 and Visionäre im Dialog 2026.

Name

Schacht Consulting

Legal name

Schacht Consulting

Website

https://schacht-consulting.de

Company type

Private

Founded year

2013

Operating status

Operating

Headcount range

11–50 employees

Short description

Schacht Consulting is a German management consultancy specializing in customer service excellence and contact center transformation, serving enterprise and mid-market clients in the DACH region through a senior-manager network model.

Ownership category

akta.pro rank

Product category

Management Consulting Services

NAICS

Management Consulting Services (54161), Other Management Consulting Services (541618), Administrative Management and General Management Consulting Services (541611), Human Resources Consulting Services (541612)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Customer, Marketing & Sales Consulting (BPAHACAG)

akta.pro secondary industries

Organization Design & Change Management Consulting (BPAHACAD), Operations & Process Improvement Consulting (BPAHACAB), Change Management & Transformation Consulting (BPAHAGAC), Digital Workplace & Collaboration Consulting (BPAHAEAH), Talent Management & Workforce Planning Consulting (BPAHAGAA)

Keywords

• Customer service consulting
• Contact center transformation
• Management consulting services
• Workforce management consulting
• IT tool selection consulting

Headquarters

HQ city

Leinfelden-Echterdingen

HQ country

Germany

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel

Revenue model

1. Management Consulting Services: Project-based consulting engagements covering customer service transformation, organisational development, HR consulting, technology selection, and interim management. Revenue is generated through professional services fees tied to scoped advisory mandates.

Pricing tiers

Go-to-market motion3 records

Distribution channels1 record

Marketing channels6 records

Core offering

Schacht Consulting is a German boutique management consulting firm that delivers project-based advisory services across three pillars: Mensch (People – HR consulting, sales support, training, coaching), Organisation (project, operations, reorganisation, process optimisation), and Technik (IT organisation, IT audits, IT tool selection, technical innovation/digitalisation consulting). Engagements are typically scoped around customer service transformation, contact centre reorganisation, technology selection, sales performance improvement, or interim management mandates, delivered by a core team supported by a network of senior consultants for mid-to-large enterprise and public-sector clients primarily in the DACH region.

Product overview

Schacht Consulting is a German consulting firm specializing in Customer Service Excellence and Contact Center Transformation. The company offers three interconnected service pillars: Mensch (People/Human Resources), Organisation (Organization/Operations), and Technik (Technology). The People services include HR consulting, sales support, training, and coaching. Organization services cover project management, operational management, process optimization, and reorganisation. Technology services include IT organisation, IT audits, IT tool selection, and technical innovation/digitalisation consulting. A proprietary tool, the Irritant Value Matrix, helps identify which processes can be solved with which technical innovations. The firm also publishes CCN Studien, annual benchmark studies on contact center investments in automation and AI.

Differentiator

Problem solved

Functional benefit

Products and services

• Mensch (People) Services

Quantifiable outcome

• Schacht Consulting supported H.B.C. Hanse Betreuungscenter GmbH in selecting a WFM solution for service centres in Hamburg and Leipzig, delivering a transparent, robust evaluation matrix, cost estimate, and actionable recommendation.
• +1 more outcomes

Named customers8 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration5 records

AI capability2 records

Feature3 records

Partnerships

Five partnerships are on record, tiered core and minor.

• DDV – Deutscher Dialogmarketing Verband e.V.coreStrategic or Co-development PartnerSchacht Consulting is deeply embedded in the DDV, the German Direct Marketing Association. Attikus A. Schacht serves as Chairman of the Competence Centre Customer Service (since 2014). The firm actively participates in shaping industry standards, advocacy, and networking through DDV events and initiatives.
• Marketing Club Stuttgart-HeilbronnminorGTM or Marketing PartnerAttikus A. Schacht is an active member of the Marketing Club Stuttgart-Heilbronn, reflecting the firm's belief that customer service is 'marketing through and through.' Membership supports ongoing marketing education, innovation exchange, and regional professional networking.
• Contact Center Network (CCN)coreStrategic or Co-development PartnerSchacht Consulting has co-shaped the annual CCN (Contact Center Network) investment studies from 2016 through 2025, contributing expertise on trends in automation, KI (AI), and investment priorities. These studies serve as industry benchmark data used in the firm's consulting engagements.
• Aktion BaumminorOthersAttikus A. Schacht actively supports Aktion Baum, an environmental initiative focused on tree planting and forest conservation. This partnership reflects the firm's stated values of sustainability and environmental responsibility.
• Miniköche EuropaminorOthersSchacht Consulting supports Miniköche Europa, an initiative that sensitises young people to health through proper nutrition in an intact environment, aligning with Attikus A. Schacht's personal value of health and holistic well-being.

Scale indicators3 records

Recent moves6 records

Expansion highlights4 records

Broad incumbents

• Bain & Company: Global management consultancy with a customer strategy and operations practice serving large enterprises on service transformation, operating model, and AI-enabled customer engagement — directly comparable to Schacht's transformation mandate at a much larger scale and broader scope.
• Capgemini Invent: Digital transformation arm of Capgemini with significant customer experience, contact center, and AI advisory practices serving large European enterprises — competes for the same transformation mandates as Schacht.
• Roland Berger: German-headquartered global management consultancy with strong DACH presence and operations/customer experience capabilities — a direct competitor for DACH enterprise transformation mandates that Schacht pursues.
• KPMG (Germany): Big Four advisory firm with a German customer advisory and operations practice covering contact center strategy, CX transformation, and workforce optimization — comparable at scale across the same DACH enterprise buyer set.
• McKinsey & Company: Global strategy consultancy with dedicated customer operations and service transformation practices that advise large enterprises on contact center strategy, AI, and operating model redesign — overlapping with Schacht's core offering at enterprise scale.

Others

• Sitel Group / Foundever: Global customer experience BPO and consulting provider with deep operational contact center expertise; comparable to Schacht's network of former senior BPO operators and overlaps on WFM and contact center transformation work in DACH.
• TELUS International: Digital customer experience provider with consulting-led transformation services; comparable to Schacht through its experienced operator network and customer service advisory offerings in European markets.

Regional players

• novomind: Hamburg-headquartered software and services provider for customer service, e-commerce, and CX with DACH enterprise customers — comparable regional competitor and potential partner for Schacht's contact center transformation work in Germany.

Emerging players

• Cognigy: Düsseldorf-based enterprise AI agent platform for customer service automation — both a potential technology partner for Schacht's technology-selection mandates and an emerging competitor as it bundles advisory into enterprise deals.
• parloa: Berlin-based enterprise conversational AI platform for customer service with a growing presence in DACH enterprise transformations — a relevant emerging player both as potential partner and as a bundling competitor to traditional service transformation consultancies.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat3 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/schachtconsulting
• Facebookfacebook.com/sharer.php
• LinkedInlinkedin.com/company/schacht-consulting

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Schacht Consulting