SCALIVO – Customer Service That Cuts Costs, Not Quality

As a Managing Director at SCALIVO, I’m part of a passionate, talented team dedicated to helping ecommerce brands across Europe thrive.

At SCALIVO, we specialise in delivering multilingual, 24/7 written customer service designed to reduce costs while maintaining exceptional quality. By leveraging cutting-edge tools and a people-first mindset, we provide fast, reliable support that scales with the needs of our clients—offering seamless, brand-aligned customer interactions at a fraction of the traditional cost.

Our innovative approach focuses on cost-effective, per-closed-ticket pricing, ensuring clients benefit from transparent, predictable costs with no surprises. Whether managing 5,000 or 50,000 tickets per month, we deliver scalable solutions that enhance customer satisfaction, improve operational efficiency, and strengthen brand loyalty.

What sets SCALIVO apart is our commitment to people. As part of a remote-first team, primarily based in Ukraine, I contribute to a culture that prioritises quality, empathy, and efficiency. Together, we ensure every interaction leaves a lasting, positive impression on our clients’ customers.

Managing Director

Sander Bohlen

Consulting and coaching on all topics around startup B2B Sales and people related stuff: lead generation, pitching, presenting, negotiation, founder relationships, hiring etc.

Sales Consulting/Coaching

Podigee – Podcast Hosting & Analytics

Chief Revenue Officer

Dept Agency

Head Of New Business at Dept

LEROI Consulting (part of Dept)

VP of Sales

Aumago GmbH

Chief Sales Officer

mySwissChocolate.ch & chocogreets.com

Director Sales

Weeklymize.com

Founder | Sales & Marketing

Adspert | Bidmanagement GmbH

Head of Sales

alaTest

Senior Sales Manager D-A-CH

Hi, I’m Sander—Managing Director at SCALIVO. We help Europe’s top e-commerce brands reduce customer service costs without compromising quality.

At SCALIVO, my co-founder Stephen Delisle and I lead a skilled team that delivers multilingual, 24/7 written support. We focus on cutting costs, improving efficiency, and building customer loyalty by combining smart tools with human expertise. The result? Exceptional customer experiences at a fraction of the usual cost.

Our transparent, per-ticket pricing ensures predictable costs and consistent quality across European languages. With scalable, modern solutions, we replace outdated customer service models, enabling businesses to grow without being tied to long-term contracts. Our remote-first team, based mainly in Ukraine, operates efficiently and ethically to deliver real results.

I thrive on driving growth, solving complex problems, and helping businesses achieve operational excellence.

Outside of work, I’m a proud partner of my girlfriend and father of our son. I’m also fly fishing enthusiast. When I don't work or spend time with my family, I am likely wading through a trout stream, ideally somewhere high up in the Alps! I’m equally passionate about electronic music production and release from time to time techno tracks on obscure labels.

Other notable work related highlights:

★ Played an integral role, as a Sales leader, in helping several companies to achieve significant growth.
★ Designed and implemented successful sales strategies for several bootsstrapped startups.
★ Hired many top performers in various roles over the years.
★ Established long lasting partnerships with various enterprises and thousands of SMBs over the years.

I love meeting people and learning new things so feel free to send me an invitation to connect.

Let's connect! → scalivo.co / sander@scalivo.co / +49 160 946 964 00

deepskydata ApS

It took me over 7 years to find the approach to create a data agency. All the ones I saw before did not work for me. But I think, I found the setup I want to scale: The leading agency for tracking & data collection. Building the data infrastructure that enables data, data science, product, customer success, marketing & sales team to shine.


So we love tracking - isn’t that problematic

Let’s be specific: We love to track products, we love to track subscriptions, love to track purchases, love to track content. We do not love to track users or customers. We do all the things to improve products or marketing communication not to stalk anyone. Data protection is a core asset for all our projects and we don’t do projects where we are asked to work against it.

Founder, Event Data Architect & Consultant

Audible GmbH

Product and AWS Architect for internal services

Timo Dechau

I started 10 years ago in product management. My approach to improve products was always very data focused. So my first steps in all jobs was to get the tracking and analytics in shape and enrich the data with other data sources, so I have my perfect data setup for making product decisions.

In 2014 I decided to bring my data experiences to more companies as an independent consultant. In the last 4 years I have done about 20 analytics setups mainly with tag management systems. Most of the time for the Google stack (Analytics, Tag manager and Big Query) but also with Adobe Analytics & DTM, Tealium, Mixpanel, Amplitude and Segment.

My background is economics and computer science. So I feel comfortable to translate business requirements down to tracking requirement (javascript code).

Besides I can write Python fluently and use it to wrangle data, consume data apis and do visualizations.

Freelance Data Consultant 

Adspert.de - Bidmanagement GmbH

Lead the product development of adspert - an automatic service for optimizing your search engine marketing campaings. Product owner.

Head of Product

Manage the product requirements / features / ideas for the german marketplace. Collaborate with the product teams in US & UK.

Product manager

d-SIRE GmbH & Co KG

Manage different major customer accounts (E-Commerce, Fashion brands), work on online strategy project, plan and manage relaunch projects

Projektmanager

dhd24.com - der heisse draht Verlagsgesellschaft

stellv. Leiter Internet Services

Projekt-/Produktmanager

Data & Product 🕹🧙🏻‍♂️ - Host of the Better Together show (For data & product lovers) - Chief Content Maker at Deepskydata (we produce video content for data brands) - thoughts -> substack.com/@timodechau

Do you have Analytics & Tracking questions?
Write me a message right now.... I'm curious to learn more about your tracking scenario and your questions.

I can help you to set up, refine, update or extend your current tracking & analytics system. We can join data from your different data source to create powerful user profiles for high performance targeting campaigns.

8 years product development experience. Set up various tracking systems with Google Analytics, Mixpanel, Kissmetrics and some more. Create reports that help stakeholders to make better decisions based on data. 


Here's the tricky thing with classic product analytics.

A classic product-focussed startup. They're using Amplitude, Posthog or Mixpanel. Their product analytics look great—DAU/MAU is solid, feature adoption climbing, onboarding funnel looks good.

But revenue growth is stalling. Or worse, declining.

And nobody can explain why.

There can be plenty of reasons for it: Their most active users are on the lowest-tier plans. The ones who barely pay anything are adopting every new feature. Meanwhile, their enterprise customers—the ones actually funding the business—barely touch the product.

The product team optimized for engagement. The CFO cares about revenue.

And the two dashboards don't talk to each other.

---

I always wanted to bring these things together: Product & Revenue data (and marketing as well). How do you connect what people are doing in your product to what actually drives growth?

Product analytics tell you what users are doing (or often just what they are clicking). But they don't tell you which users matter for revenue. Which cohorts will expand. Which activation patterns predict churn.

It took me a long time (and a lot of failed attempts) to build a setup and framework that can connect that.

---

That's what I'm sharing in a workshop on November 19th.

"From Product Analytics to Growth Intelligence: The Metrics That Actually Drive Growth"

I'm covering:
→ Why product analytics miss the revenue signals you actually need
→ The 5 questions your current setup can't answer
→ 10 metrics I use to connect usage to revenue
→ How to build this (or when to just buy it)

Tuesday, Nov 19, 7 PM CET (1 PM EST, 10 AM PST)
75 minutes. Live. Free.

For B2B SaaS companies using product analytics but struggling to answer revenue questions.

Link is in the comments.

Event Data Wizard 🕹🧙🏻‍♂️- Author of the Analytics Implementation Workbook. Thoughts: -> timodechau.com

Some people wondered why we do ALT+ and the cohorts we run every month (Tracking Setups or Analytics Foundations) at such a low price: 25$ a month.

Here are the two main objectives:
- making knowledge accessible to many people. Usual cohorts run at 200$+ (more often plus). I get it, it requires work and you hope that enough people sign up, so it can become than a side job. But I want to get everyone a chance to do it.
- but still ask for commitment. We could offer it for free. I experimented with it. But one issue was that a free product competes with a ton of dopamine activities (and must-do tasks - like work). So we want to test what drives commitment - and it covers our expenses.

I also know that price signals quality. This is something we need to work on, that we signal it in different ways.

We are starting the Tracking Setup cohort today with this exercise:

1. Export your current event list
2. Count total unique events
3. Mark events used in last 30 days
4. Calculate your "tracking fitness score" (used/total × 100)
5. Identify top 10 most-used events

It's about learning what we actually need.

As a sneak peak - I also add the video about it here, that you can watch when you do the cohort in the comments.

We have some few seats left - so go to the other link in the comments to join us.

Business success with subscription products is simple: Just increase MRR. How? Well, one way is to increase new MRR (the classic acquisition strategy). Let's take this.

Hear me marketing & growth -> get us new MRR. The problem is - new MRR is a classic output metric. It's not that you can make it very operational to just change new MRR. The marketing team will never say: "with this new initiative work on getting more new MRR". No, they will most likely say: "with this new initiative we want to get more new accounts created". Because this is actionable for a marketing team.

With that we have a nice relationship between two metrics: New Accounts -> New MRR.

That should be enough. Turns out, not. In our current numbers we see that we added 1,000 new accounts last month, and these generated 30 new subscribers with 3,000 new MRR (yeah). But our CFO just reminded us that the CAC for this initiative is 20$, - so we spent 20,000 in total (ok, I know poor CAC definition) - so we 7M to recoup (but our avg. lifetime is 6M). Marketing - bring that CAC down.

But wait, you are missing something. From new accounts to new MRR - there is a huge gap. Time-wise and customer-journey-wise. Maybe we need to open up this blackbox and introduce a new metric: Activated accounts.

Now comes the cliffhanger.

If you want to know how "Activated accounts" can help you to create a profitable initiative from the existing without touching marketing at all. And if you like to learn how you construct the Activated accounts metric. I have created a new video that walks through the whole process.

Link is in the comments

I know, last week was "posting about dbt week". But I was on holiday. While driving back I was more thinking about dbt in general. Coming from the panic that some people felt (based on Oliver Laslett fear index), I thought more about what dbt got us in the first place.

These are the things I came up with:
- sql transformation orchestration - a specialized Airflow
- community - I think, this was the big part - there was (and still is) a big void for people who end up in data and have millions of questions
- convenience and accessibility - creating the transformations was a lot easier then setting up Airflow or others and therefore the setup became available for more people

But they never solved the big, lingering problem underneath:
- what transformations do I need I actually need (aka the data model)

Because it was never an achievement to have more than 800 dbt models.

If you like, you can read my extensive take here:

Open article: dbt blues by timodechau.com

Fun LLM experiment for a weekend or short holidays - build your own assistant(s) to tackle your weak spots.

During my holidays 10 days ago I picked a special topic to experiment (yes, I play a lot with my kids - introduced them to HeroQuest this time, yes, I try to read a lot (it was not a lot, but a start) - but I need my digital dose as well).

Thanks to the great content by Daniel Miessler 🛡️ (I highly recommend to follow him on YouTube), I was playing around with a personal assistant setup. He has a deep walkthrough of his setup and also a sample repo that gets you started. I cherrypicked the aspects that I liked and would work for me.

My setup now is mostly build on top of my obsidian stack. I use Obsidian only for business and content topics, therefore I don't expose any personal details (yes, besides some business ideas). For Obsidian is not a second brain, since this method does not work for me at all. It is a more a place where write down plans, store strategy docs and usually the distillation of conversations with Claude or ChatGPT about positioning, ops...

So I cleaned Obsidian up to give it a better folder structure and also file-naming, to make it easier for an LLM to find the right context for the right task. Daniel is using a smart way to have a kind of prompt-based case then statement to tell the model which context part to load. I have not adapted that yet, because it requires a bit more setup work. Right now I tell my assistant what to look for in Obsidian. And that works fine as well, is just more typing (or speaking since I use Wispr flow a lot).

Obsidian is the foundation. But I added two layers on top to make the assistant personal on two levels. Part one is my personal characterization. Daniel has the concept of a Telos file which I took as inspiration and then riffed on it. My file contains some context about me (age, city, education) and then I tried to summarize how I work. I did this my giving my browser history into an LLM and asked for looking into research pattern, which it did quite well and wrote a summary how I approach topics. Then I let LLMs read through my blog and YouTube channel to write a summary about my type of content, topics, type of writing and videos. And then I wrote myself one paragraph about my strength and weaknesses. And this turns out to be the essential part so far. My fav weakness is the lack of focus. I like to think about plenty of things in parallel and like to do them in parallel as well. That does not really work, therefore I added it as my top item for things that can go wrong.

On top of this layer I added a personality for my assistant. Or to be clear, my two ones. This is the fun part of the exercise, why have a generic assistant when you  can have fun. I picked Huginn and Muninn, the essential ravens of Odin. That flying out to collect information and bring it back to him. Both have their own personalities and interact in my conversations differently. 
tbc -> comments.

I am so far quite happy with Constantine Yurevich's marketing measurement cohort. It adds the layers that I was hoping to add, based on their experiences at SegmentStreams with measurement and performance analysis.

I have so far just catched up with the first recording (they are quite long). And my major take-away here are the following (these are the ones, I haven't thought about, other parts were already in my head):

- it's about deciding first-touch vs. multi-touch - what is your team? And I have to slightly agree with the first-touch team arguments.

- BUT - and this is a big but, it comes down how you design touch-attribution in general. Since we all know (or I hope, we all know), out of the box (and that means GA4) touch attribution is flawed. It takes work to get it right and I liked the checklist that Constantine used to make it work (I will not spoil it here - just mentioned, that it did not have server-side tagging involved). 

- I really like how they play it seriously with virtual touchpoints. I used them in them past, but never that methodically. This will change now.

This week I need to catch up with part 2.

taplio

The Battle

Sander Bohlen

Timo Dechau

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The Battle

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Timo Dechau

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Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Timo Dechau's LinkedIn Performance

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