What SSF Sales&Service Factory GmbH does

SSF Sales & Service Factory GmbH is a German business process outsourcing (BPO) provider founded in 2007 and headquartered in Mönchengladbach. The company delivers six integrated service disciplines — customer service (multichannel, 24/7, multilingual), sales outsourcing, back-office processing, IT helpdesk support, finance & accounting, and HR process outsourcing — to enterprise clients primarily in the DACH region, with delivery capacity extended through nearshore and offshore hubs in Albania, Greece, Kosovo and Morocco. Its core technology stack consists of a multichannel contact-handling platform (telephony, chat, email, social) integrated with client systems, hosted on IONOS infrastructure in Germany, secured under an ISO 27001-certified ISMS, and augmented by real-time AI assistance through a partnership with i2x.

SSF operates an enterprise go-to-market targeting large, complex clients with multi-year contracts and custom scope. Pricing is quote-based with no published tiers, and revenue is generated through managed-service engagements. Customer acquisition is driven by direct enterprise sales via phone, email and a structured four-step onboarding process (Analysis & consulting, Concept & planning, Onboarding & training, Go-live & optimisation), supported by a corporate website and LinkedIn presence. Named enterprise clients include Deutsche Telekom (T-Online), o2 (Telefónica), congstar, 1&1, Allianz and several German municipal utilities (SWK, Enervie, EnBW). The company holds ISO 9001 (quality) and ISO 27001 (information security) certifications and is GDPR-compliant under German data protection law. SSF is a privately held GmbH led by Managing Directors Michel Schmidt and Nihat Esen, with no disclosed parent company or external funding rounds.

Name

SSF Sales&Service Factory GmbH

Legal name

SSF Sales & Service Factory GmbH

Website

https://ssf-group.eu

Company type

Private

Founded year

2007

Operating status

Operating

Headcount range

1–10 employees

Short description

SSF Sales & Service Factory GmbH is a German BPO provider, founded in 2007, delivering customer service, sales, back-office, IT helpdesk, finance and HR outsourcing from German and international hubs to enterprise clients in DACH.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (BPO)

NAICS

Office Administrative Services (5611), Office Administrative Services (56111), Accounting, Tax Preparation, Bookkeeping, and Payroll Services (54121), Payroll Services (541214), Computer Systems Design and Related Services (54151)

SIC

Services-Help Supply Services (7363), Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Programming Services (7371)

akta.pro primary industry

Business Process-Aligned IT Outsourcing (ITO + BPO Integrated) (BPAEAMAJ)

akta.pro secondary industries

HR Shared Services Centers (Captive/Managed) (BPACAKAB), Financial Planning & Analysis Support (Budgeting, Forecasting, Management Reporting) (BPAAAGAJ)

Keywords

• Business process outsourcing
• Customer service BPO
• Sales outsourcing
• Back-office services
• IT helpdesk support

Headquarters

HQ city

Mönchengladbach

HQ country

Germany

HQ region

Europe

Offices8 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. BPO Services (managed services): Full outsourcing of business processes including customer service, sales, back-office, IT support, finance & accounting, and HR administration. Services are delivered from owned operational hubs with clear SLAs, KPIs and measurable outcomes. Revenue is generated through service contracts with enterprise clients, likely on a retainer or per-transaction basis.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels3 records

Core offering

SSF delivers outsourced Business Process Outsourcing (BPO) services across six disciplines — Customer Service, Sales, Back-Office, IT Helpdesk & Support, Finance & Accounting, and HR — to enterprise clients from German and international Near-/Offshore hubs with multilingual, 24/7 coverage. Services are sold as managed multi-year contracts with defined SLAs, KPIs and reporting, and supported by i2x real-time AI assistance and ISO 27001-certified information security.

Product overview

SSF Sales & Service Factory is a Business Process Outsourcing (BPO) company offering six integrated service disciplines: Customer Service BPO, Sales Outsourcing, Back-Office Services, IT Helpdesk & Support, Finance & Accounting, and HR Process Outsourcing. Services are delivered through German operations hubs in Mönchengladbach (headquarters), Mülheim, Duisburg and Köln, supplemented by Near- & Offshore BPO hubs in Albania, Greece, Kosovo and Morocco. The company provides industrialised, measurable BPO processes with clear KPIs and SLAs, supporting both front-office (customer-facing) and back-office operations across multiple languages and channels (multichannel: phone, chat, email, social).

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Service BPO Multichannel customer care delivered via phone, email, live chat and social media with multilingual, 24/7 coverage that scales to client volume. Designed for enterprise clients running high-volume customer-facing operations across telecom, banking/insurance, energy, healthcare, travel, automotive, e-commerce and retail.
• Sales Outsourcing End-to-end outsourced sales processes including lead generation, qualification and closing for both B2B and B2C markets, delivered with measurable ROI. Targeted at enterprise clients that need sales capacity without building internal teams.
• Back-Office Services Outsourced data entry, document management and order processing designed to be fast, precise and cost-optimized. Serves enterprise clients needing scalable administrative processing capacity.
• IT Helpdesk & Support Technical first- and second-level (L1/L2) support delivered remotely, on-site and SLA-compliant for both employees and end customers of enterprise clients.
• Finance & Accounting ISO-certified outsourced bookkeeping, invoicing, receivables management and financial reporting delivered to enterprise clients under compliant, auditable processes.
• HR Process Outsourcing Outsourced recruiting support, onboarding, payroll and HR administration that allows client HR departments to focus on strategic work. Targeted at enterprise clients seeking end-to-end HR operations support.
• Near- & Offshore BPO International BPO delivery from hubs in Tirana (Albania), Thessaloniki (Greece via CT Hellas & HOLDER), Prishtina (Kosovo) and Marrakesh (Morocco via CT Atlas), offering multilingual service in German, English, French, Italian and Greek with cost-efficient scaling and 24/7 coverage while maintaining SSF quality standards. Targeted at DACH-oriented enterprises, especially in tourism, aviation, package travel and hospitality.

Quantifiable outcome

• 98% customer satisfaction across all projects
• +3 more outcomes

Named customers6 records

Segments8 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability2 records

Feature3 records

Partnerships

Three partnerships are on record, tiered core.

• i2xcoreTechnology or IntegrationAI technology partnership providing real-time AI support to SSF employees across all BPO areas. Enables measurably better results, higher quality and maximum compliance in customer interactions.
• CT Hellas & HOLDERcoreStrategic or Co-development PartnerGreek subsidiary network with 20+ locations and 1,200+ BPO employees. Operates SSF's Greece operations for German and European clients with German, English, French, Italian and Greek language capabilities.
• CT AtlascoreStrategic or Co-development PartnerMoroccan subsidiary operated by CT Atlas. Serves as offshore hub for French and English-speaking BPO services with access to growing African talent pool.

Scale indicators6 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Competence Call Center (CCC): Austrian-headquartered BPO/customer-service outsourcer with large German operations (Vienna, Leipzig, Berlin) serving telecom, energy and financial clients — the closest DACH-focused direct peer to SSF in terms of service mix, verticals and nearshore model.
• Bosch Service Solutions: Bosch subsidiary providing multilingual BPO (customer service, technical helpdesk, back-office) from nearshore hubs including Bulgaria and Greece — comparable multilingual technical-support capability to SSF's Greek operations.
• Transcom: Sweden-based customer-service BPO with nearshore hubs in the Mediterranean (Tunisia, Morocco, Albania-adjacent) and strong European telecom client base — directly comparable to SSF in service mix and nearshore geography.

Broad incumbents

• Arvato (Bertelsmann): German-based customer-experience and BPO division of Bertelsmann, operating globally with a deep telecom and financial-services client base — overlaps with SSF in customer service, sales and back-office outsourcing but at much larger scale.
• Foundever (formerly Sitel): Global customer-experience BPO with significant European and North-African delivery — overlapping verticals (telecom, financial services) and similar multilingual, nearshore delivery model to SSF.
• Webhelp (now Concentrix): European-headquartered BPO with strong DACH presence and nearshore/offshore hubs (Morocco, Albania-adjacent Balkans) — directly comparable geographic and nearshore strategy to SSF's Rhine-Ruhr plus Balkans/Morocco footprint.
• Telus International: Canadian-headquartered BPO with large European operations serving telecom, tech and financial-services clients; comparable multichannel customer service, sales outsourcing and back-office offering.
• Concentrix: Global BPO leader serving telecom, financial-services and tech clients with end-to-end customer experience and back-office delivery — represents the upper-scale strategic competitor SSF would face on large enterprise RFPs.
• Capita: UK-listed BPO and professional-services firm providing customer service, back-office and IT support to European enterprises; overlaps with SSF on IT helpdesk and back-office disciplines.
• Majorel / Concentrix: Global customer-experience BPO formed via the Majorel–Concentrix combination; competes with SSF for European enterprise outsourcing contracts in telecom, financial services and travel verticals with multi-shore delivery.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/ssf-sales-service-factory-gmbh
• Instagraminstagram.com/ssf_sf

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

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 SSF Sales&Service Factory GmbH