Toward the Future of Service Management with PayEx
PayEx is a Nordic group and a wholly owned subsidiary of Swedbank, with operations in four countries. The group also includes Swedbank Pay, a payment system for both retail stores and e-commerce. PayEx is currently a leading provider of invoicing and financial services in the Nordic region. Its primary areas of operation are invoicing, accounting, debt collection, credit management, and financing.
Toward a More Modern Service Management System
Over the past five years, PayEx has built a digital and efficient service management system that automates workflows for a variety of support processes.
The need was clear: to replace the old system with a solution that could both meet future requirements and handle more processes than just IT. In addition, a solution was needed that could be quickly put into operation.
After conducting market research, the choice fell on Matrix42.
“We looked at many different solutions but settled on Matrix42. The combination of functionality and price was the deciding factor,” says Rickard Berghede, system owner and business developer at PayEx.
A Modern and Efficient Support Process
The implementation of Matrix42’s ITSM solution has made PayEx more flexible in its service management and improved internal collaboration and information sharing. Several business functions have been integrated into Matrix42, and the user experience has improved across the entire organization.
“The platform’s flexibility and user-friendly interface are extremely valuable. It has also enabled me to digitize and develop processes on my own,” says Rickard Berghede.
“We can digitize so much more”
PayEx now has a fully functional system for case and service requests that efficiently handles both emails and incidents. Once they saw the possibilities with Matrix42, development moved quickly.
“We built our own workflow for recurring requests, which increased measurability and simplified our overall management. From there, we realized we could digitize much more—everything from automating access cards and permissions to processes for continuous improvement and risk management. With Matrix42, we’ve been able to create over 40 workflows and digitize 14 processes,” says Rickard Berghede.
Thanks to digitization and automation, Matrix42 now handles significantly more areas than originally planned.
“Digitizing workflows is simple. One example is our contract processes, where each new contract becomes an item linked to checklists. Right now, we’re implementing automation that’s expected to reduce processing times from thirty minutes to just two, thanks to automated checks. We’ve gained control over our work, our support processes, and the follow-up on them.”
The Next Step with Matrix42
PayEx is optimistic about its continued collaboration with Matrix42. Moving forward, they want to develop and modernize more processes, including reporting linked to Power BI.
"I really appreciate the high level of expertise at Matrix42. They’ve managed to retain talented experts who are dedicated to their work," concludes Rickard Berghede.
