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To understand how one of Sweden’s most serviceintensive municipal ecosystems transformed its workflows, we spoke with Anna Westerståhl, IT Controller, and Andreas Svedberg, ITS Manager at the joint IT and digitalisation unit DigIT, which serves both the City of Södertälje and the municipally owned Telge Group.
DigIT is the joint digitalization and IT unit serving the City of Södertälje and the municipally owned Telge Group. The team supports a broad set of municipal services and companies, with a strong focus on automation and process optimization.
What were your biggest challenges before Matrix42?
Anna:
“The manual invoicing work took more than a week to complete.”
Andreas:
“A case management system is needed in all our areas. Previously, we relied on Excel and shared mailboxes in Outlook.”
Andreas:
The primary goal was “to ensure traceability and eliminate dependency on individuals through increased automation.”
Why did you choose Matrix42 and how was the transition?
Anna:
“We were left without an internal invoicing workflow and needed to quickly get a new system up and running. Implementing Matrix42 during that transition went very smoothly.”
Anna:
“The biggest advantage is the flexibility to quickly build exactly the workflows and processes we need.”
Andreas:
“Matrix42 has been attentive to our specification requirements and focused on finding the best solution for the end customer.”
Can you share concrete examples of automation in action?
Andreas:
“The QR solution for conference rooms is an excellent example. The user scans the code and the system automatically identifies exactly which room it refers to, and they only need to describe the issue.”
Andreas:
“We see endless possibilities in the application. You can do so much and adapt the solution based on the specification you have. Matrix42 doesn’t have to be just a case management system. It works just as well as an inventory system — all in the same platform.”
What measurable results have you seen so far?
Anna:
“We have drastically reduced the time for internal invoicing. What previously took more than a week manually is now completed in just a few hours.”
We see endless possibilities in the application. You can do so much and tailor the solution to your requirements. Matrix42 doesn’t have to be just a ticketing system — it works just as well as an inventory system, all within the same platform.
– Andreas Svedberg, ITS Manager
Anna:
“I now have full control over invoicing. If I need to add or remove items or services, I can do it myself. I’ve simply gained much greater autonomy.”
How would you describe the partnership and support?
Anna:
“The collaboration with our Matrix42 consultant is interactive and very good. I am super satisfied with our cooperation, and the consultants are also very quick to respond to emails.”
Andreas:
“The collaboration works fantastically well. We have an excellent consultant from you who helps us and challenges our processes. They propose smarter solutions, because it’s easy to get stuck wanting something a certain way, even though there might be a better solution.”
What’s next in your automation journey?
Andreas:
“The next step in our automation journey is to integrate Matrix42 into all implementations. We are currently rolling it out for our accounting department, which receives a large volume of emails.”
Andreas:
“We can categorize incoming cases directly based on keywords. This ensures they end up with the right support group and case handler, and are handled correctly all the way through.”
Andreas:
“This automation eliminates the need for a person manually assigning cases to the support groups.”
Summary of how the city of Södertälje transform their services with Matrix42:
- Internal invoicing reduced from over a week to just a few hours
- Greater autonomy for controllers
- Smart automation: QR-based room reporting & keyword routing
- Transparent workflows across departments
- Strong and proactive consulting partnership
