We are a company that provides industry-independent BPO services and is divided into three core areas, Customer Experience, Service Operation and CRM & Product Development. Furthermore, it has a non-operational board of directors that also serves as an advisory board.

CUSTOMER EXPERIENCE

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Our service area covers the entire customer interaction: communication, consulting, complaint management, identity verification, as well as documentation and training for sustainable efficiency improvement. For this area, we cover the following responsibilities:

  • Inbound Telephony
  • Outbound Telephony
  • Consulting & Product Information
  • Complaint & Claims Management (1st-Level)
  • Documentation & CRM Maintenance
  • Identity Verification / Authentication
  • Documentation and Training (Tool-Related)
  • Efficiency and Effectiveness Enhancement

SERVICE OPERATIONS

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Our Service Operations area covers process optimization and quality assurance, case follow-up, CRM data and system maintenance, research and KPI reporting, document and contract management, as well as facility, accounting, and invoicing services. In this area, we handle the following responsibilities:

  • Process Optimization & Quality Assurance
  • Case Follow-Up (2nd-Level)
  • Data and System Maintenance (CRM)
  • Research & Information Preparation (KPIs)
  • Document/Contract Management
  • Facility Management: Personnel, Buildings, Infrastructure
  • Accounting & Invoicing

CRM AND PRODUCT DEVELOPMENT

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Our CRM and Product Development area covers customer relationship management, requirements gathering, product and service design, market analysis, feedback evaluation, and product-related documentation, training, and innovation. This area includes the following responsibilities:

  • Customer Relationship Management (CRM)
  • Requirements Gathering
  • Product Design and Service Definition
  • Market Observation: Trends, Competitor Offerings
  • Feedback Evaluation from Frontline Service
  • Documentation and Training (Product-Related)
  • Innovation & Future Security

Advisory Board

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Our Advisory Board provides strategic guidance, supports vision and business model development, offers mentoring and governance, and strengthens organizational growth, reputation, and risk management. The scope of this area includes the following responsibilities:

  • Strategic Consulting / Development
  • Vision/Mission/Business Model – Definition and Adjustment
  • Mentoring & Founder Coaching
  • Governance & Control (Informal)
  • Reputation / Trust Building
  • Organizational Development
  • Monitoring & Sparring (Risks, KPIs, Business Model, etc.)
What sets it apart is, we offer all services in German, English, French, and Italian to ensure exceptional communication and support for superior Customer Experience Management. Our customized solutions for B2C and B2B markets are carefully crafted to meet diverse customer expectations and business requirements.

Our strength and focus

are centered on outstanding Customer Experience Management, encompassing the following key tasks:

Inbound and Outbound Sales

INFINICO helps boost your growth and profitability with tailored B2B and B2C sales solutions, from strategic consulting and lead generation to customer acquisition and efficient pipeline management, ensuring your sales processes maximize revenue.

Technical Helpdesk Support

We provide reliable technical assistance through structured helpdesk services, from initial triage and troubleshooting to advanced support and escalation management, ensuring efficient issue resolution and uninterrupted operations across all your digital and physical environments.

Inbound and Outbound Retention

INFINICO strengthens customer loyalty and satisfaction with personalized retention strategies, from lifecycle engagement and customer analysis to churn prevention and value-building communication, ensuring long-term relationships and consistent profitability across B2B and B2C markets.

Front Office Supports

We ensure smooth customer interactions and professional service delivery across all touchpoints, from handling inquiries and processing orders to providing advice and resolving issues, ensuring fast response times, high accuracy, and a seamless experience every step of the way.

 Back Office & Chat Support

INFINICO boosts your service efficiency with structured back office and live chat support, from data entry and documentation to real-time messaging and customer care, ensuring smooth workflows, quick resolutions, and high customer satisfaction in every contact channel.

 IT Service Desk Support

We deliver fast, centralized support for all IT-related issues and requests, from user help and hardware troubleshooting to software management and ticket resolution, ensuring technical stability, rapid recovery, and uninterrupted operations across your business infrastructure.

INFINICO is a company, that excels 

not only through quality and service but also through a work culture based on fairness, participation, and respect.
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