Wir Kunde OG

What Wir Kunde OG does

Wir Kunde OG is a Vienna-based management consulting firm founded in 2013 that specializes in customer service optimization for enterprises in the DACH region (Germany, Austria, Switzerland) with select extensions into the Czech Republic and Slovakia. The firm is structured as an Austrian Offene Gesellschaft (OG) partnership led by co-directors Andreas Fleschurz and Christiane Ölz-Zivkovic, supported by a core team of four customer care experts (including Iveta Szentkereszty and Marta Cába-Hajdu) and a network of senior communications trainers and specialists for project engagements. Wir Kunde delivers five core consulting services: management consulting, project management, outsourcing partner matching, silent monitoring quality assessment, and interim management, operating according to the ÖNORM EN 16114 international standard for management consulting.

The firm's underlying capability combines a proprietary silent monitoring methodology and standardized consulting frameworks with curated third-party tools including Think Owl's AI-based service desk, knowledge management platforms, IVR systems, and gamification software. A core operational asset is a vetted outsourcing partner network of 20 companies covering three countries, twelve languages, and 24/7/365 operations with 3,000 employees, selected through a four-step evaluation process from over 100 candidates. Wir Kunde is an officially certified Solution Partner of Think Owl (since April 2023) and co-exhibits with the vendor at industry events.

The business model is professional services-led, with revenue generated primarily through day-rate consulting engagements: outsourcing partner selection and contract negotiation typically consume 4-7 consultant days, technology implementation projects require 8+ consultant days, and ongoing partner management runs at 1-2 consultant days per month. The outsourcing partner matching service is offered free to clients and functions as a lead-generation mechanism that funnels into paid management mandates. Silent monitoring is unit-priced at EUR 3 per call rated. Named enterprise clients include M7 Group (AustriaSat), UPC, Drei (Hutchison Austria), Beiersdorf, and Skylink, alongside software vendor engagements such as Engageit and Think Owl. The firm is bootstrapped with no external institutional investment.

Name

Wir Kunde OG

Legal name

Wir Kunde OG

Website

https://wirkunde.at

Company type

Private

Founded year

2013

Operating status

Operating

Headcount range

1–10 employees

Short description

Wir Kunde OG is a Vienna-based management consulting firm that helps DACH-region enterprises optimize customer service operations through strategic consulting, outsourcing partner matching, silent monitoring quality assessment, interim management, and technology implementation projects.

Ownership category

akta.pro rank

Product category

Customer Service Management Consulting

NAICS

Management Consulting Services (54161), Management, Scientific, and Technical Consulting Services (5416)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Contract Administration Support (PO/Contract Compliance) (BPAAAJAE)

akta.pro secondary industry

Agent of Record (AOR) / Contractor Engagement Services (BPACAGAB)

Keywords

• Customer service consulting
• Outsourcing partner matching
• Call center quality assurance
• Interim management consulting
• Customer experience advisory

Headquarters

HQ city

Vienna

HQ country

Austria

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Management Consulting: Wir Kunde provides strategic and operational consulting services for customer service organizations. This includes reorganization and service strategy development, performance improvement, routing optimization, and vendor/partner management. Revenue is generated through day-rate consulting engagements.
2. Outsourcing Partner Matching: Wir Kunde helps companies find the right outsourcing partner for customer care services. After evaluating client needs, they recommend partners from their network at no cost. The matching service is free for clients as it leads to ongoing management engagements.
3. Silent Monitoring Services: Wir Kunde offers silent monitoring quality assessment services for call centers. Pricing is EUR 3 per call listened to and rated. The service measures process quality, agent knowledge, and productivity simultaneously.
4. Project Management Services: Wir Kunde manages technology implementation projects in customer service environments including knowledge management tools, IVR systems, customer satisfaction measurement systems, and agent portal integrations. Projects are priced at day-rates (8+ consultant days for implementation phases).
5. Interim Management: Wir Kunde provides temporary management for customer service units or projects. Services include customer care management, restructuring execution, vacant position bridging, crisis management, and project/program management. Engagements are priced based on monthly consulting days.

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels6 records

Core offering

Wir Kunde OG is a Vienna-based management consulting firm that helps customer service and call center organizations in the DACH region improve strategy, operations, and quality. The firm delivers five integrated service lines: management consulting (strategy, reorganization, performance improvement, routing optimization), project management for customer service technology implementations, outsourcing partner sourcing and matching through a vetted DACH-wide network, silent monitoring quality assessments, and interim management for customer service units.

Product overview

Wir Kunde OG is a Vienna-based management consulting firm specializing in customer service and call center excellence. The company operates as a single-service consulting practice offering five core consulting services: Management Consulting (strategic and operational advisory), Project Management (automation and tool implementation), Find Outsource Partner (outsourcing partner sourcing and mediation), Silent Monitoring (quality assessment via call evaluation), and Interim Management (temporary leadership during transitions). Additionally, the firm organizes the Service Champions Talks event series as a knowledge-sharing platform. These services are offered as standalone consulting engagements rather than as a unified software platform or modular product suite.

Differentiator

Problem solved

Functional benefit

Products and services

• Management Consulting Strategic and operational consulting for customer service organizations, covering reorganization, service strategy definition, performance improvement, and routing optimization. Targets enterprise and mid-market customers in the DACH region that need to redefine customer service strategy or restructure their service organization.
• Project Management Automation and tool implementation management for customer service environments, including knowledge management tools, IVR systems, gamification software, agent portals, and customer satisfaction measurement systems. Engagement scope covers technical implementation, training, testing, and go-live support, typically sized at 8+ consultant days per project.
• Find Outsource Partner (Vermittlung Outsourcing) Sourcing and matching service that connects companies with vetted outsourcing partners for customer care services, leveraging Wir Kunde's curated network of 20 vetted DACH-region partner companies (3,000 employees, 12 languages, 24/7/365, 1–6,000 contacts per day). The matching service itself is offered to clients free of charge as a funnel to ongoing management engagements, and contract design, negotiation, and ongoing partner management are scoped separately.
• Silent Monitoring Quality management method based on recording and evaluating customer service calls through custom surveys covering common parts of customer interactions. Assesses process quality, agent knowledge, and productivity simultaneously, with results used for coaching and process improvement. Conducted by experienced communications trainers and senior customer care specialists (not students or part-time workers). Priced from EUR 3 per call listened to and rated, with billing on a monthly cadence.
• Interim Management Temporary management of customer service units or projects during periods of change, crisis, vacancy, or restructuring. Covers customer care management, restructuring execution, vacant position bridging, crisis management, and project/program management. Pricing is based on monthly consulting days.

Quantifiable outcome

• Better customer care with same staff and at no additional cost
• +3 more outcomes

Named customers6 records

Ideal customer profiles1 record

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature2 records

Partnerships

Nine partnerships are on record, tiered minor and core.

• Kiwi.comminorStrategic or Co-development Partner · 27 February 2024Kiwi.com hosted the 11th Service Champions Pop-up Event in October 2022 at their headquarters in Brno, Czech Republic. Kiwi.com is a travel booking platform and has hosted multiple Service Champions events.
• Think OwlcoreGTM or Marketing Partner · 13 February 2024Wir Kunde and Think Owl co-exhibited at CCW 2024 in Berlin (Hall 2, Stand 13). The companies also co-host the Service Champions Talks video series. Think Owl's AI Evangelist Andreas Klug co-hosts with Wir Kunde's Christiane Ölz-Zivkovic.
• Think OwlcoreTechnology or Integration · 5 April 2023Wir Kunde is an official Solution Partner of Think Owl, an AI-based helpdesk software company. Think Owl provides intelligent service desk software that helps companies automate processes and simplify customer request handling through AI. Wir Kunde received official certificates from the Think Owl Academy in April 2023. The partnership combines Wir Kunde's customer care expertise with Think Owl's AI-powered software solutions.
• BSI SoftwareminorStrategic or Co-development PartnerBSI Software co-organizes the Service Champions event series with Wir Kunde, TELUS International, and cmm360.ch. BSI provides customer relationship management software and the events serve as a platform for customer service knowledge sharing.
• TELUS InternationalminorStrategic or Co-development PartnerTELUS International co-organizes the Service Champions event series. As a major customer experience and IT services company, TELUS International contributes expertise to the shared event platform.
• cmm360.chminorStrategic or Co-development Partnercmm360.ch co-organizes the Service Champions event series. The Swiss customer management consultancy contributes to the multi-country event collaboration.
• EngageitminorChannel Partner/ Reseller/ DistributorWir Kunde supports Engageit with presales and sales activities to show the gamification software tool to the customer service world in the DACH region. Wir Kunde also provides project management during implementation and setup phases.
• Startup-Design & Mauritz DesignminorImplementation/ SI/ Consulting PartnerWir Kunde collaborated with Startup-Design and Mauritz Design for a complete redesign of their corporate design and homepage. The partners helped with the design relaunch including the logo and website structure.
• Outsourcing Partner NetworkcoreChannel Partner/ Reseller/ DistributorWir Kunde has built a network of 20 vetted outsourcing partner companies across DACH region covering Germany, Austria, and Switzerland. The network includes 3000 employees, 12 languages, 24/7 operations, handling 1-6000 contacts per day. Partners were selected through a 4-step evaluation process from over 100 companies.

Scale indicators8 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Majorel: Global CX and BPO company with strong presence across Europe including DACH. Comparable as a customer service operations and consulting provider serving enterprise clients with outsourced customer care and digital CX transformation capabilities.
• West Monroe Partners: US-headquartered management and technology consulting firm with a dedicated customer experience practice serving mid-market and enterprise clients. Comparable to Wir Kunde as a CX-focused consultancy, with broader geographic reach and deeper technology integration capabilities.
• McKinsey & Company: Global management consulting giant with a dedicated Customer Experience practice advising enterprises on CX strategy, operations, and transformation. Operates as a broad incumbent against boutique CX consultancies like Wir Kunde for large enterprise CX mandates.
• Foundever: Global customer experience company formed from the merger of Sitel and Webhelp. Comparable to Wir Kunde as a CX outsourcing and advisory player operating at much greater scale, serving enterprise clients across multiple verticals including telecom and consumer goods.
• Concentrix: Global customer experience and BPO incumbent serving enterprise clients across CX design, operations, and technology implementation. Operates at materially larger scale than Wir Kunde but competes for the same enterprise CX transformation mandates and outsourcing budgets.
• Teleperformance: One of the world's largest CX and digital customer service incumbents with global delivery footprint. Directly comparable in outsourced customer service capability and increasingly competing in CX consulting and transformation advisory.
• TTEC (TeleTech Holdings): Global CX technology and services company serving enterprise clients across customer care, sales, and digital engagement. Comparable end-to-end CX capability, with broader geographic reach and proprietary technology platforms that compete with boutique CX consultancies.

Direct peers

• Competence Call Center (CCC): Austrian-headquartered customer care and BPO firm operating across DACH and Eastern Europe. Comparable as a DACH-rooted CX services competitor with overlapping client base in telecom, retail, and consumer industries and similar end-to-end customer service capability.
• TELUS International: Global customer experience and digital services company explicitly named as a co-organizer of Wir Kunde's Service Champions events. Comparable for its CX advisory, outsourcing, and digital customer experience delivery model that intersects with Wir Kunde's consulting and partner-matching remit.
• cmm360.ch: Swiss customer management consultancy explicitly named as a co-organizer of Wir Kunde's Service Champions event series. Directly comparable DACH-region boutique CX consulting firm serving similar mid-market and enterprise clients with strategy, operations, and outsourcing advisory.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/pages/Wir-Kunde/249446021775072
• LinkedInlinkedin.com/company/wir-kunde-og

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 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 Wir Kunde OG