Gradén Mattsson

Transforming its business with new automation and CX consultancy services

Gradén Mattsson Delivers Highly Flexible BPO Services with QuandaGo Open Platform

Gradén Mattsson is an innovative business process outsourcer (BPO) and consultancy firm focused on customer engagement services, including inbound and outbound sales and customer service support. Based in Stockholm, Sweden, Gradén Mattsson differentiates its BPO services with a unique “co-sourcing” approach that is based on complete client flexibility and transparency combined with advanced CX analytics and expert consultancy services.

The Challenge

As the leaders at Gradén Mattsson pursued new growth strategies, providing clients with a broader set of more flexible services was a key to future success. This required both a shift in the way they positioned and sold their services and a highly flexible technology platform that could support multiple client needs and use cases — cost-effectively.

The Solution

Gradén Mattsson selected the QuandaGo solution due to its open and highly flexible approach to data integration and its ability to apply business process automation to common tasks to help clients improve efficiency and deliver a better customer experience.

The Results

Combining the QuandaGo platform with CX best practices enables BPOs to offer an improved level of services with breakthrough results, including:

  • Better identifying of interactions with potential sales opportunities and providing intelligence to agents to improve conversions
  • Using automated chatbots to digitally engage with interested customers and identify opportunities for upsell and cross-sell
  • Improving conversions during inbound contacts based on analyzing customer patterns and initiating sales engagement at the right time.

“The combination of the QuandaGo team and solution is helping us transform our business in exciting ways, including opening up a whole new set of services and impacting our culture by enabling our employees to better serve end customers and get work done more quickly,” said Jan Gapinski, Chief Operating Officer and Co-Owner, Gradén Mattsson. “In the future, we’ll continue to expand and provide new types of services to become more of an automation and consultancy company, providing advanced software apps and CX consultants that can truly help our clients optimize the customer experience they deliver.”

“The combination of the QuandaGo team and solution is helping us transform our business in exciting ways, including opening up a whole new set of services and enabling our employees to better serve end customers and get work done more quickly"

- Jan Gapinski, Chief Operating Officer and Co-Owner, Gradén Mattsson.

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