We are kompaktwerk
First choice for digital dialog with your customers & employees.
We are THE experts and one of the leading service partners when it comes to digital customer service solutions.
With over 25 years of experience and enthusiasm for the development and implementation of technical solutions.
In doing so, we offer you all services related to the optimization of your customer and employee dialog from a single source – from consulting and analysis to system integration of chatbot and messaging tools, AI knowledge management, and the provision of service agents and certified trainers.
Our philosophy: compact instead of complicated!
With us, you don’t expect complex technical details, but lean and efficient structures, as well as a goal-oriented dialog that reveals the need for optimization and makes potential visible. As a rule, there are only four to six weeks between the first conversation and going live.
Based on customized strategies, our specialists develop dialog solutions for you that offer tangible digital added value, sustainably reduce e-service costs and mail volumes, and significantly increase your sales success. Of course, we ensure that all our measures comply with the strict European data protection laws.
Another advantage: If you wish, we can also implement your project for you on a success basis. And that means: From the design and implementation of engagement solutions to the operation and deployment of trained agents, you only pay per additional order generated.
Sounds good? Then enter into dialogue with us!
CUSTOMER VOICES
“Through kompaktwerk’s digital engagement platform, we are able to make our marketing campaigns even more targeted, improve targeting and therefore conversion.”
“Through kompaktwerk’s reliable and competent support, T-Mobile has managed to gradually increase online conversions and decrease abandonment rates. Likewise, we see higher customer satisfaction and an increase in “Customer Lifetime Value”.
REFERENCES
THE KOMPAKTWERK TEAM
Jörg Feldmann
Founder
Jörg Feldmann has 25 years of sales marketing experience with international IT/TK system solution suppliers.
At HP, he was responsible for the retail business in the DACH region as an account executive. At Deutsche Telekom, he held various leading management positions, including divisional manager for VSE and T-Shops and branch manager for key account, call center and residential customer sales. For T-Systems, he built up the Media Broadcast division and, as Senior Vice President, developed the e-commerce channel and marketplace for Europe.
In 2008, Jörg Feldmann founded kompaktwerk in order to apply his know-how about sales and service processes in a targeted manner for digitization. As Managing Director, he is instrumental in driving the ongoing digital transformation of customers. He can draw on his many years of experience as well as his pragmatic approach to the operational implementation of digital strategies.
Jörg Zeddies is a strategically experienced managing director and marketing expert with around 20 years of international experience in top positions in the telecommunications, TV and IT industries – including as CEO and Chief Commercial Officer, as well as Office Manager of the Management Board of Deutsche Telekom AG.
He has a proven background in setting up & shaping new business areas, as well as realigning the Marketing, Sales & Customer Care departments.
As a specialist for rebuilding and transformation of business units, he has the following focus areas: Introduction of innovative Go2Market models, marketing & sales management, sustainable introduction of innovative approaches to customer retention/development, introduction of innovative CX approaches with significant TRI*M increases, competencies for continuous “performance-oriented”, further development of operational processes.
As Director Business Development, he brings this extensive experience to our digital customer projects and you benefit from his holistic business know-how.
Jörg Zeddies
Director Business Development
Dr. Klaus Netter
Customer Value Manager
Dr. Klaus Netter has a long-standing scientific background in the field of speech technology, including as a staff member of the German Research Center for Artificial Intelligence, DFKI.
In 2000 he founded the company XtraMind together with other partners. Their flagship product MailMinder was one of the first commercially available solutions to use AI methods in email response management. Through the further development of intelligent FAQ and BOT systems, he has extensive experience in the field of Artificial Intelligence as well as in the integration of these systems.
At kompaktwerk, he uses his expertise as a Customer Value Manager to optimize our customers’ digital engagement solutions.
Computer scientist Rüdiger Weitz worked in the EU research project “Eureka Software Factory” and as Chief Designer at IBM. There he was co-developer of the worldwide IBM SAP R/3 sizing methodology and led IT feasibility studies and conceptual designs for complex IT infrastructures.
At Lotus Consulting he built up a pan-European SAP core team as Senior Systems Architect and managed various international integration projects. Since 2000, he and his team have been supporting companies of various sizes in IT and process issues, creating software architectures and ensuring that IT systems are introduced and operated securely and efficiently.
As Customer Value Manager, he brings this experience to our customer projects.
Rüdiger Weitz
Chief Designer
Marcia Faria
Solution Architect
Marcia Faria has been in the software and web development field for over 20 years. As a software engineer, she has developed complex web frontends, portals and web applications using Typo3, Flash, etc. In addition, there were extensive developments of campaign management tools and dealer reports for the automotive sector.
In web projects at Daimler, Deutsche Telekom, DHL, Deutsche Ring and Commerzbank, among others, she was able to implement intelligent search engine applications (RightNow, Oracle, Google) through comprehensive editing and reporting applications.
At kompaktwerk, she brings her expertise to our digital engagement implementations as a Solution Architect.
Already during his studies of business informatics Andreas Mailinger developed software for various companies. For more than 10 years he has been familiar with various development environments and programming languages and has been working as a system and application developer of front-end and back-end systems.
At kompaktwerk, he is a Solution Architect responsible for the implementation and integration of our Digital Engagement solutions.
Andreas Mailinger
Solution Architect
Katharina Forsch
Inside Sales and Admin
As a trained pediatric nurse, Katharina Forsch has gained a lot of experience in dealing with people and customers over the past 25 years. Through various activities in the marketing back office of advertising agencies, she was able to build up extensive know-how in the back office.
At kompaktwerk she is responsible for Inside Sales and Admin.
PARTNER
IntraFind Software AG is an established software manufacturer and specialist for enterprise-wide search and AI-based information networking with headquarters in Munich.
Enterprise Search & Document Intelligence products enable people in the enterprise to quickly find and link existing information. This means that they always have the right insights at hand for their tasks and decisions. This provides employees with more motivation and helps companies achieve greater efficiency.
As a pioneer in the industry, IntraFind is an experienced and reliable partner and the innovative team continues to develop the software with great passion and state-of-the-art AI technologies.
kompaktwerk as a solution partner delivers the appropriate search and analysis products for authorities and companies of all sizes and in all industries.
Genesys® enables over 70 billion of the world’s best Customer Experiences annually. Success is built on connecting customer and employee interactions across every channel, every day. Over 10,000 companies in more than 100 countries rely on the Genesys Customer Experience Platform, the #1 platform in the industry, to drive better business results and customer loyalty.
kompaktwerk is a certified Genesys Solution Partner and uses Genesys Digital features such as chat, messaging and co-browsing and video chat to provide our customers with digital customer experience as easy as possible, fully EU-GDPR compliant.
Using cutting-edge AI and cloud technology, Genesys develops innovative solutions that enable natural communication and adapt to requirements.
GenesysDX is a complete solution for cross-channel customer service and proactive customer communication that will benefit your business in the shortest possible time.
The digital support can be played out via a chatbot, a dynamic search bar or a virtual advisor and uses artificial intelligence.
Our system analyzes incoming messages, forwards them to the right department and equips support agents with smart response suggestions in real time. No matter what the customer’s concern or how they contact you, GenesysDX stands for simple and innovative intelligence that can be used immediately. Provide better service to today’s customers across every channel and device: thanks to artificial intelligence (A.I.) and natural language understanding (NLU) technology, your employees can make every interaction more personalized and relevant.
Use our AI-powered platform to communicate with your customers on any messaging, such as Whatsapp, email and / or live chat channel.
kompaktwerk integrates the solution easily and quickly into your customer service center, as well as your email, live chat or messaging application.
GoTo Technologies has become one of the world’s largest SaaS companies with GoTo, LastPass, Rescue and Central, with several million active users and more than 3,500 employees worldwide.
With GoToConnect, you create the right workflow to deliver outstanding customer service and get the right results for your customers. Route calls from customers to the right advisor and offer callback options. Speed up outgoing calls or use prerecorded voicemails. Switch seamlessly between voice, video, SMS* and chat.
kompaktwerk is a business partner of GoTo in the DACH region, i.e. we implement and optimize the GoTo platform (communication & collaboration), Lastpass (IT access, IAM & support) and Rescue (customer dialog & support) solutions for our customers.
LastPass: IAM Identity Access Management Solutions
LastPass Identity provides customers with easy control and unified visibility, for any “entry point” to the organization’s data – the intuitive access and multi-factor authentication works for cloud and mobile apps as well as legacy, on-premise tools. From single sign-on to password management to adaptive authentication, LastPass Identity gives your IT team full control and enables seamless access for your users.
StackofStones: Education and training of chat agents
StackofStones is our partner when it comes to optimally training your chat agents in the contact center.
StackofStones is a specialist in the digital transformation of coaching and training in the enterprise. The special approach at StackofStones is the so-called “blended learning” and “blended testing”.
One thing is clear: classroom training costs time and money, and the workplace remains empty for as long as it takes. In the process, the iceberg model is always taught anew. And no one knows what will “stick” in the end.
Not effective! We know! That’s why StackofStones supports you in planning, designing and implementing coaching, training and testing for your employees! With blended learning that your employees really use and blended testing that sustainably documents the development maturity of your teams.
StackofStones – Blended learning and testing with strategy and experience from a single source.
ja-dialog maps high-value customer service topics and uses all the technologies of modern customer communication to do so.
A large number of successful clients entrust ja-dialog with the care of their customers, as ja-dialog stands for the highest quality and absolute reliability. The value proposition includes empathy in service, which ensures customer satisfaction, the ability to handle even the most complex cases and sales performance at the highest level. Upon request, ja-dialog regularly provides its clients with structured data and analyses to drive the continuous improvement process of customer service. For start-ups, ja-dialog conceptualizes greenfield customer service and helps create specifications for the systems.
The goal of all ja-dialog’s activities is: to exceed the expectations of the client’s customers and thus create extra value.
Understanding the needs of clients and finding and implementing the best customer service solutions for them is the ja-dialog program.
