01 — 2 WEEKS
CX Diagnostic™
€3,500 – €7,500
- Interviews: CEO, sales, marketing, service, ops
- Journey, CRM, SLA & escalation analysis
- Your Customer Operations Score™
- Quantified annual value lost, by gap
+ Employee Insight™ bundle: €7,500–€15,000
CUSTOMER OPERATIONS PARTNER — NORDICS, SLOVAKIA & CZECHIA
Your customers shouldn't have to manage your organisation.
Built first for automotive importers, national sales companies and dealer groups, and for any company that needs its customer pipeline to work. Pipeline, customer-operations team, locations and people, run as one operating model by one accountable partner. Not a call centre. Not just a CRM.
CUSTOMER OPERATIONS SCORE
61
/ 100
Lead response time−€84k
Handoff sales → service−€61k
Complaint resolution−€47k
Reporting & visibility−€33k
Example scorecard. This is what a Diagnostic gives you: one score, and what each gap costs per year.
THE STORY OF THE NAME
Socius: the partner who stays
Socius is Latin for companion, partner, ally. Say it SOH-see-us. CX is customer experience. Together: the partner for the whole customer journey.
01 — THE WORD
An ally, not a supplier
In Rome a socius was the ally who stood beside you and shared the road. The same word gave us “social” and “associate”.
02 — THE PROBLEM
Everyone leaves after their part
Advice from one firm, outsourcing from another, a CRM from a third. Each goes home when its part is done, and nobody stays with the customer’s whole journey.
03 — THE ANSWER
We stay
We map the journey, fix where it breaks and, if you want, run it with you. We own the outcome beside your team, not a report on a shelf.
04 — THE LOOP
A mark that never closes
Customers, Insight, Scale. Each turn teaches the next, so the logo is a loop. A good partnership does not end either: it goes round again, a little better.
Nobody owns the customer journey
A €50m company has sales, CRM, marketing, service, dealers, a website, and three messaging channels — and no single owner across all of it.
- Lead submittedEnters CRM, no SLA attached
- Sales delaysResponse arrives too late
- Customer callsEscalates out of frustration
- Service is blindDoesn't know what was promised
- Management steps inAn Excel sheet is born
- We fix the systemOne owner, one operating model
HOW IT WORKS
One loop, from the first call to continuous improvement
Customers · Insight · Scale. Start with a conversation, then a two-week diagnostic. Scale only when the numbers justify it.
Customers
See the journey the way your customers do.
Book a 45-minute journey review
Remote · 45 minutes
We map your customer journey with you and show you where the value is leaking.
Pick a time →CX Diagnostic™
2 weeks · €3,500 – €7,500
Interviews with your CEO, sales, marketing, service and ops, then a journey, CRM, SLA and escalation analysis.
See what is included →Your Customer Operations Score™
Included in the Diagnostic
One number for how well your customer operation runs, and the annual value lost, by gap.
See a sample →
Insight
Where the two sides meet.
Employee Insight™
€5,000 – €12,000 · or bundled
Employee friction is usually where customer friction starts. An independent, confidential listening layer: anonymous survey, confidential interviews, never attributed back to a person.
How it stays confidential →
Scale
Build it, run it, grow it.
CX Transformation™
8–16 weeks · €20,000 – €60,000+
We redesign the journey, touchpoints and process, implement CRM, automation and AI, and set up the KPI framework. We act as programme owner throughout.
See what is included →CX Operations™
Ongoing · €4,000 – €15,000+ / month
A fractional Head of Customer Operations: weekly KPI reviews and escalations, QA, CRM governance and process improvement. No €100k+ hire required.
See what is included →SociusCX Spaces
When growth becomes physical
A new service centre, showroom or regional hub becomes a managed, designed decision, not a real-estate scramble.
See how →
And round again. Growth brings new teams, channels and customers, so the loop starts over with a fresh look at the journey.
Three ways to work with us
Start with a diagnostic. Scale into an ongoing operating partnership.
02 — 8–16 WEEKS
CX Transformation™
€20,000 – €60,000+
- Redesign journey, touchpoints & process
- CRM, automation & AI implementation
- KPI framework & reporting
- We act as programme owner throughout
03 — ONGOING
CX Operations™
€4,000 – €15,000+ / month
- Fractional Head of Customer Operations
- Weekly KPI reviews & escalations
- QA, CRM governance & process improvement
- No €100k+ hire required
Prefer to start with your people, not your CRM?
Employee Insight™ standalone — €5,000–€12,000 →
A SNEAK PEEK
What you walk away with, at every step
From the first conversation to the weekly rhythm. These are samples with illustrative figures, not a real client.
Your 45 minutes Sample
A sketch of your journey, with the breaks marked
- Lead submitted
- BreakSales delays
- Customer calls
- BreakService is blind
- Management steps in
Every company's breaks sit in different places. Finding yours is the point of the call.
You leave with
- A sketch of your customer journey with the breaks marked
- Your own rough estimate of the value lost each year
- One dated next step, even if that step is “not now”
Your Diagnostic report Sample · illustrative figures
CUSTOMER OPERATIONS SCORE™
61 / 100
€225k annual value lost
What is in it
- What your CEO, sales, marketing, service and ops each told us
- Journey, CRM, SLA and escalation analysis
- Your Customer Operations Score™
- Quantified annual value lost, by gap
Two weeks, €3,500 – €7,500. It is also the natural point to decide whether a Transformation is worth it.
Book the call that starts this →Your Employee Insight report Sample · illustrative figures
| Area | Leadership | Employees | Gap |
|---|---|---|---|
| CRM usability | 8 | 4 | −4 |
| Process clarity | 8 | 5 | −3 |
| Workload | 7 | 4 | −3 |
Themes, patterns and never people
- 11 Customer history is split across three tools
- 6 Escalations depend on who is on shift
What is in it
- Management and employee views, side by side, by area
- Your Employee Operations Score™
- The themes behind the numbers
Anonymous by design. We report themes and patterns, never who said what, and never on groups too small to stay anonymous.
Book an Employee Insight conversation →Your weekly KPI review Sample · illustrative figures
Lead response time
3h 10mtarget: one working dayOpen escalations
40 overdueQuality score
91 / 100from QA reviewsCRM data complete
94%up from last monthThe rhythm
- A weekly KPI review with escalations, so nothing waits on someone remembering
- QA, CRM governance and process improvement, kept moving
- A fractional Head of Customer Operations, without the €100k+ hire
CX Operations™: €4,000 – €15,000+ per month.
Start with the journey review →One customer operation. Every signal connected.
Channels, CRM and contact-centre work run on one operating model — turning every interaction into a resolved case, a usable insight and a measurable next action.
01VoiceOne number · smart routing
02Email & casesOwned inboxes · clear SLAs
03Chat & messagingLive support · automation
04Web & self-serviceForms · knowledge · portals
05Field & partnersDealers · service · sales
CAPTURE · ROUTE · RESOLVE
CUSTOMER RECORD
CRM orchestration
Identity, history, ownership and next-best action stay connected throughout the journey.
LeadsCasesTasksJourney
OPERATING CORE
Customer Operations Centre
People, process and technology managed as one accountable operation — not separate tools and teams.
RoutingWorkforceQAEscalation
KNOWLEDGE & AI
Agent enablement
The right answer, context and automation appear at the moment an employee needs them.
KnowledgeCopilotAutomationTraining
UNDERSTANDVoice of customer · root causes · demand
CONTROLSLA · quality · capacity · cost
IMPROVEDecisions · experiments · measurable impact
We also listen to the people serving your customers
Employee friction is usually where customer friction starts. Employee Insight™ is an independent, confidential listening layer — sold standalone, bundled into the Diagnostic, or embedded in a Transformation.
- Anonymous surveyStructured, digital, sent to the whole team
- Confidential interviews30–60 minutes, never attributed back to a person
- Employee Operations Score™Companion metric to the Customer Operations Score™
Confidentiality is part of the product. SociusCX is independent from your management team. We report themes and patterns back to leadership — never who said what.
The gap itself is usually the most valuable output — it reframes "employees aren't performing" into a conversation about how the operating model was designed.
| Area | Management view | Employee view | Gap |
|---|---|---|---|
| CRM usability | 8/10 | 4/10 | −4 |
| Process clarity | 8/10 | 5/10 | −3 |
| Workload | 7/10 | 4/10 | −3 |
We don't replace HR. HR owns employee relations, policy and wellbeing — SociusCX supplies the independent operational diagnosis alongside it.
PHYSICAL SCALING
When growth becomes physical, we design that too.
A CX Transformation often triggers a new service centre, showroom, or regional hub. SociusCX Spaces turns that into a managed, designed decision — not a real-estate scramble.
01
Location Scan
€4,000–€8,000
Outreach to municipalities and property owners; a shortlist of viable sites against your operational criteria
02
Space Concept
€8,000–€20,000
Fit-out and interior design mockups, presentation-ready for leadership sign-off
03
Rollout Support
€3,000–€6,000/month
Ongoing coordination through multi-site expansion
Led by Kristina Lundberg — property acquisition, historic-building repurposing, and interior design.
Who we work with
Built first for automotive. Importers, national sales companies and dealer groups of any size; other companies typically 50–500 employees.
Where we operate
- CzechiaHQ
- Slovakia01
- Sweden02
- Norway03
- Denmark04
- Finland05
We're not a CRM shop, and we're not a call centre
We are a hybrid: four things companies usually buy separately, run as one operating model.
01
Customer pipeline
From first enquiry, through importer, dealer and sales, to a won customer. Owned, measured, no leads lost between teams.
02
Customer-operations teams
Roles, handoffs, service recovery and reporting. Designed with you, and run with you when you want us to.
03
Locations
Where to open, move or support a site, backed by catchment and customer evidence. See SociusCX Spaces.
04
People insight
The people who serve your customers, heard independently and in confidence. See Employee Insight.
| Provider | What they say | What's missing |
|---|---|---|
| CRM consultants | "Here's what you should do." | Advice, no ownership of outcomes |
| BPO / call-centre providers | "We'll answer your phones." | Execution, no redesign of the system |
| SociusCX | "We build the customer operation and make it perform." | Sits between the two — owns the whole system |
BEFORE YOU BOOK
Questions people ask first
Why “Socius”?
Socius is Latin for a companion or partner, and the root of the words “social” and “associate”. It is how we work: beside your team, owning the result with you. CX stands for customer experience.
What happens in the 45 minutes?
We map your customer journey with you, find where it breaks, and size what that costs. You leave with a sketch of the journey, your own rough estimate of the value lost, and a dated next step.
What does it cost?
The conversation is for mapping, not selling. If you carry on: CX Diagnostic™ €3,500 – €7,500 over two weeks, Employee Insight™ €5,000 – €12,000, CX Transformation™ €20,000 – €60,000+, CX Operations™ €4,000 – €15,000+ per month. The exact figure depends on scope, which we agree with you first.
Do we have to change our CRM?
No. We are not a CRM vendor. We design the operating model first, then make your CRM, or the one you choose, serve it.
How is this different from a CRM consultant or a call centre?
CRM consultants advise but do not own outcomes. Call-centre providers execute but do not redesign the system. We build the customer operation and make it perform: we sit between the two and own the whole system.
Is Employee Insight really confidential?
Yes. SociusCX is independent from your management team. We report themes and patterns back to leadership, never who said what, and never on groups too small to stay anonymous.
Does Employee Insight replace HR?
No. HR owns employee relations, policy and wellbeing. We supply the independent operational diagnosis alongside it.
Who is this for?
We built it first for automotive: importers already in a market, importers entering a new one, national sales companies and dealer groups. It also suits any other company that needs its customer pipeline and customer-operations team to work better, typically 50–500 employees. We work across the Nordics, Slovakia and Czechia.
We are a new importer, or entering a new market. Can you help before we launch?
Yes, and it is the cheapest time to. We check how ready the customer operation is: who answers the first hundred enquiries, in which languages and hours, how leads reach dealers or partners, and which locations come first. For a company we do not yet work with, we can start from the outside, with nothing but what a customer can see.
Can you help us decide where to open, or which sites to support?
Yes. SociusCX Spaces compares locations on the same customer measures, scans for viable sites against your operating criteria, and supports the rollout.
Do you use AI?
In our own work, yes: drafting, summarising and spotting patterns. A person always reads and corrects it before it reaches you. We tell you where AI is used in your engagement, and we do not feed individual employee answers from Employee Insight into AI tools.
What happens after I book?
You get a confirmation and a calendar file straight away. Someone from SociusCX then confirms personally and sends the video link the day before.
Spend 45 minutes mapping your customer journey.
BOOK
Book a journey review
45 minutes, remote. We map your customer journey with you and show you where the value is leaking. Pick a time and we confirm personally.
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To make the time count: bring one real example, such as a lead or a complaint that went wrong, and who touched it along the way.
Send us a request and we will reply within one working day.