As an independent consultant, I support you in setting up your customer service and sales in a modern and digital way. Inspire your customers, address new target groups, and make the most out of your sales potential.
My strengths: High customer orientation, hands-on implementation and transparent communication. I provide practical, fair and always solution-oriented advice. Long-winded speeches are not my thing, I prefer to get to the point.
- Create a consistent
- Design customer-oriented
and lean processes
- Secure quality and
- Setup and optimise
your customer service
- Integrate sales
- Utilize cross-
& upsell potential
- Decide on
make or buy
- Outsourcing and
invitation to tender
- Manage and
- Integrate digital services
- Attract new
- Maximise your
- Select the best
- Transfer requirements
into working solutions
- Support rollout, configuration
- Project Management
- Organisational Consulting
- Process Optimisation
- Trainings and Coachings
I have more more than 20 years of experience in the Customer Care area. In various management positions and as a consultant, I have worked internationally for a wide range of clients and industries.
Since 2021, I am working as an independent consultant, putting my experience at the service of companies that want to redesign interactions with their customers, using state-of-the-art solutions and processes.
I can be characterized by a high level of customer orientation and an exceptional combination of pragmatism, process orientation and humour.
As a certified project manager (PMP), I also have the necessary professional and technical tools to handle complex requirements.
„The customer should actually be at the center of every company’s activities. In reality, however, this goal is often lost sight of. This results in well thought-out short-term activities that cause high costs but fail to meet expectations. Together with you, we would like to restore your customer focus – to inspire your success!“Gregor Henke
Setup of customer care units
Establishment of organisation including all processes, technology, recruitement, definition of mission statement and goals, integration with other company units.
Reorganisation of call center units
Realignment with focus on sales. Introduction of service provider management, bonus-malus model, reporting and dashboards, training and coaching concept.
Implementation of various CRM solutions
Vendor selection, process mapping and redesign, integration with third-party systems, configuration, testing and rollout, training and user support.
Implementation of knowledge bases
Vendor selection, knowledge management setup, content collection and structuring, integration into different channels, training and coaching.
Retail, Wholesale, Medical/Health, Logistics, Mobility, Technology, Telecommunications
Aspect Zipwire, Atlassian Jira and Confluence, eGain, Microsoft Dynamics CRM, Oracle CRM, Sabio Knowledge Base, Salesforce CRM, USU Knowledge Base, Zendesk