Thulium rebrands. Customer service that scales with your business.

Customer service is one of the most critical touchpoints between a customer and a brand. It’s where customers test whether a company truly delivers on its promises—whether it steps up when a problem arises, understands the context of the issue, and can help without passing them between channels, departments, and systems.

Thulium has been supporting businesses for 20 years. As our system evolved, we decided it was time to refresh our brand. Starting June 15, 2026, users will experience a brand-new look for Thulium. We are updating our logo, color palette, and the way we talk about our product. However, what matters most to our customers in their day-to-day work remains completely untouched: your configurations, queues, integrations, data, and existing workflows stay exactly the same.

This rebrand is not a system overhaul that requires a fresh implementation. It’s about refining our identity and preparing the brand for the next chapter—one with AI deeply integrated into agents' daily workflows, an even stronger focus on security, and a reinforced role for Thulium as a partner that helps companies scale their customer service without the chaos.

AI as a Natural Part of the Team's Workflow

At Thulium, we view AI as a natural layer of the system, integrated right where the actual work happens. The AI Assistant helps draft responses and summarize cases. Voice Analytics allows companies to analyze 100 percent of calls, rather than just a small, manually reviewed sample. Translations makes it easy to support customers in different languages without switching between tools.

This is crucial because the daily routine of support agents is becoming increasingly demanding. Repetitive questions, juggling multiple screens, the pressure for quick replies, and handling customer emotions make customer service one of the most taxing operational areas in any company. Replacing a single agent can cost an organization tens of thousands of zlotys, and the true cost of turnover isn't just recruitment—it’s also lost knowledge, training time, and a dip in service quality during onboarding.

It’s not about replacing humans with technology. It’s about enabling humans to focus on what matters most in customer service: understanding the situation, making the right decision, and having conversations that build trust.

„We are changing our brand, but the foundation remains the same. Support is no longer just a company’s back office. It’s one of the most critical touchpoints between a customer and a brand. We want Thulium to help companies grow without adding chaos and without burning out the people who are on the front lines of customer contact every single day,” says Ross Knap, CEO of Thulium.

Structure, Security, and the Polish Market Context

As AI evolves, so does the importance of accountability. Companies are increasingly asking not just about features, but also about data security, regulatory compliance, and process control. This is especially true for organizations preparing for new AI-related requirements, including the EU AI Act, as well as those operating in highly data-sensitive industries.

That is why we are developing Thulium to support modern customer service in a way that is transparent, secure, and intuitive for the teams using it every day. Our role is not just to deliver technology—we want to help our clients understand how to use it responsibly.

Furthermore, as a Polish company, we truly understand the realities and challenges of the local market. Polish support, billing in PLN, deep knowledge of local workflows, and seamless integrations with tools like BaseLinker, IdoSell, or Allegro Dyskusje are not just product add-ons. They are core elements that directly impact workflow comfort, onboarding speed, and the predictability of purchasing decisions.

Thulium within the Manago AI Portfolio

Thulium is proud to be part of the Manago AI portfolio, a group dedicated to developing solutions that help companies build customer relationships at every stage of their journey—from marketing and communication to post-purchase support.

For Thulium, this partnership means driving further growth within a broader customer engagement ecosystem, while staying true to the very strengths that have built our market position over the years. We stay close to our clients, understand the realities of Polish businesses, and take a practical approach to customer service. While Manago AI scales its expertise in marketing and data, Thulium focuses heavily on communication and support. Together, this synergy allows us to take a more comprehensive view of customer relationships—treating it as an ongoing experience shaped at every stage, rather than a series of isolated interactions.

We Share the Same Goals

The Thulium rebrand isn’t just change for the sake of change. We have refined who we are today and where we are headed.

We want to be a partner for companies that realize customer service can no longer rely on a few shared inboxes, a separate tool for every channel, and the sheer goodwill of the team. We deliver a system that brings structure to communication, empowers people, helps managers make data-driven decisions, and creates a customer experience that keeps people coming back.

Our new visual identity is simply the outward reflection of this mindset. What matters most remains what happens within the product and in our relationships with our clients: less chaos, more control, and customer service that scales with your business. Ultimately, we share the same goals—better service, greater structure, and teams that can work smarter, not harder.