Cloudmotion in 2026: explosive growth and a clear direction

Founder Heimen van Duinkerken on 35 years of entrepreneurship, explosive growth and what every organization can improve about its customer contact tomorrow.

From market stall to customer contact specialist

Heimen didn't end up in the world of customer contact via a standard career path. He left school fairly early, stood at a market stall at the age of eighteen and drove all over the Netherlands. A computer shop followed, then his own computer company with almost thirty employees, e-commerce in kitchen appliances and importing refrigerators from Italy.

But the most defining chapter for cloudmotion began when a friend asked him to set up an international customer support platform for an online gaming company. Teams all over the world, offices in Curaçao and Asia, and a technical environment in which customer contact had to be scalable and available from day one.

"Local servers weren't an option. So we went to the cloud." In that environment, Heimen learned techniques that were far from common in regular customer service at the time: customer segmentation, A/B testing, automated escalation. He did it for four years, constantly on the road. Until it became too much.

When the gaming company was sold, he stepped out. But he took one insight with him: the platform they had used worldwide for customer support was called Zendesk. And he thought it was exceptionally good.

"I thought it was so cool that I figured: maybe it would be interesting to do something with this." That was the foundation for cloudmotion.

"This year we're really going full speed"

For cloudmotion, 2025 was all about the collaboration with Byteleaders and shaping further growth. 2026 is the year in which that foundation pays off.

"We've always managed just fine," says Heimen, "but this year we're really going full speed." That growth is no coincidence. It is the result of a deliberate choice made five years ago: cloudmotion had to become bigger, more serious and more visible as a Zendesk Premier Partner.

That Premier Partnership is not a marketing title. It is an accreditation that Zendesk awards exclusively to partners who have multiple certified employees in all areas of expertise and who demonstrably run enough volume.

"You can also be an Advanced Partner, and those are perfectly good partners too. But we basically have to be able to do everything Zendesk can do. And we do."

Clients who work with cloudmotion know that someone with the right knowledge is always available, no matter how complex their question is.

New services: process monitoring as the next step

Asked about new services cloudmotion is launching this year, Heimen points to an area that fits logically with where customer contact is heading: process monitoring.

"Zendesk and customer contact are about the process of contact. But sometimes that process goes further. And we see a lot of opportunities to improve that as well." cloudmotion is working on tooling that doesn't just handle tickets, but also makes the broader processes around customer contact transparent and manageable. Think of signaling, monitoring and optimization of customer processes that go beyond the ticketing system itself.

That fits the broader vision Heimen already had when founding cloudmotion: software should deliver value quickly. "Not spending half a year just to make it work. Simply implementing really great software quickly, using it quickly, so you see results right away." That philosophy applies to Zendesk, to Zendesk AI and to all new services cloudmotion develops.

Proud of the team, proud of the clients

If you ask Heimen what he is most proud of, you might expect an answer about revenue growth or big names. What you get is something different.

"Everyone who works here. I just think it's really cool to see every day that everyone is doing things I can't do myself."

That pride also extends to the client portfolio cloudmotion has built up. From e-commerce companies to environmental service companies, from IT organizations to companies in the installation sector. Heimen mentions one example that stays with him: MilieuService is now a cloudmotion client, and as a child he saw that company's trucks driving through the streets of the Achterhoek. "And now it's a client. I think that's really cool."

That diversity of clients is no coincidence. cloudmotion deliberately focuses on SMBs and on what Heimen calls "medium-sized companies": organizations that want to take customer contact seriously, but don't have a corporate structure or an internal center of expertise to set it up on their own. Exactly the target group for which the combination of CX consultancy and Zendesk expertise makes the biggest difference.

Where does cloudmotion want to be in the coming years?

The ambition is clear: to be the leading Zendesk partner for SMBs in the Netherlands. "We simply want to be the biggest Zendesk partner in the Netherlands for that segment." Not for the very largest corporates, but for the organizations where cloudmotion can actually make a difference.

That difference lies partly in knowledge and certification, but also in an approach that Heimen experiences as fundamentally different. "We really like visiting our clients. Many providers do everything online, because the software is online too. We do a lot on-site." Being present, thinking along, building relationships. That is how cloudmotion works and how it wants to keep that position as the company continues to grow.

Three tips from Heimen for better customer service

After the conversation about growth and ambitions, we asked Heimen to close with something concrete: what would he tell every organization that wants to get serious about customer contact?

1. Categorize your tickets. Without structure in your ticket data, you don't know what is going on. Which questions come in most often? Where does it get stuck? Categorization is the basis for everything that follows, from reporting to automation. Anyone who doesn't have this in order will always work reactively.Sta open voor AI.
2. Be open to AI. Heimen is clear about it: AI is here, it can do a considerable amount and it isn't going away. "For every company the application is different. There is no one size fits all. But be open to it, because it really is a game changer." Organizations that are still waiting will soon fall behind competitors who have been months ahead with smarter ticket handling and automated resolution.
   
3. Never lose sight of the customer. Behind every ticket is a person with a question. Processes, automation and AI are means, not goals. "A customer has a question. You must not lose sight of that question. That question has to be answered." That sounds obvious, but in practice Heimen regularly sees customers getting stuck in automated flows with no way out. Make sure there is always a path to a human.

The direction is clear, the growth has begun

cloudmotion is at a point where fifteen years of experience, a Premier Partnership and a strong team come together in an organization that is ready for the next phase. The ambitions are concrete, the services are being expanded and the focus on SMBs remains unchanged.

For organizations that want to improve their customer contact, that is a relevant signal. Not only because cloudmotion can do more than a year ago, but also because the way of working, close by, knowledgeable and tailored, doesn't change as the company grows. Heimen's tips are a good first step. What comes next is a conversation.

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