Online Fulfillment Sverige

What Online Fulfillment Sverige does

Online Fulfillment Sverige AB is a Lund, Sweden-headquartered B2B customer service outsourcing and telemarketing firm, founded in 1994 and operating as a subsidiary of Online Business Group International. The company delivers managed-service customer support, retention/winback, B2C and B2B telemarketing, live chat, and B2B meeting booking to enterprise and mid-market clients across insurance (AIG), telecom (Telenor Software Lab), fintech (ClearOn), energy (Frendi, Skellefteå Kraft), parking/e-mobility (Parkster), publishing (Bokus), POS systems (Specter), automotive retail (Engströms Bil), and professional services (EY). Operations are delivered by Sweden-based, Trygg Kundkontakt-certified agents, with an average call-center tenure of 4.7 years and an NMI employee satisfaction score of 76. Pricing is bespoke and outcome-aligned, structured as multi-year managed-service contracts that tie fees to documented metrics such as first-contact resolution (up to 92%), retention/save rate (above 28%), and customer-satisfaction improvement (+15-30%).

The technical backbone is TellMeNow, a proprietary AI platform that performs NLP and semantic analysis on 100% of customer dialogues across all channels and feeds predictive models that forecast service volumes, flag churn risk, and identify journey-level friction. Output is delivered to clients through Power BI dashboards per channel and per agent, and supplemented with quarterly strategic recommendations. An AI-driven prognostic module extends the platform into staffing optimization by absorbing business events and macro indicators. The product portfolio spans core customer-service outsourcing as the anchor, plus modular add-ons for ethical B2C telemarketing, retention/winback, live chat (paired with Imbox-powered dynamic FAQ), B2B meeting booking, and AI-based forecasting, all positioned as bundled managed-service engagements rather than transactional seat-based services.

The go-to-market is consultative direct sales targeting enterprise and mid-market buyers; marketing is concentrated in the firm's Swedish-language website via case studies, thought-leadership articles, and 'first-call' consultation CTAs. The company does not employ self-service or channel-reseller models, and its geographic footprint is domestic Sweden with group-level international affiliation. Certifications and compliance posture include GDPR-aligned data processing, EU-resident staff, ISO 27001 readiness references, and Trygg Kundkontakt ethical telemarketing certification, supporting work with regulated and brand-sensitive verticals.

Name

Online Fulfillment Sverige

Legal name

Online Fulfillment Sverige AB

Website

https://onlinesverige.se

Company type

Private

Founded year

1994

Operating status

Operating

Headcount range

101–250 employees

Short description

Online Fulfillment Sverige AB is a Lund, Sweden-based B2B customer service outsourcing and telemarketing firm, serving enterprise and mid-market clients in insurance, telecom, fintech, energy, and e-commerce with outcome-tied managed-service contracts, Sweden-based TellMeNow-certified agents, and an AI platform that analyzes 100% of customer dialogues for retention, forecasting, and service optimization.

Ownership category

akta.pro rank

Product category

Customer Service Outsourcing (BPO)

NAICS

Telephone Call Centers (56142)

SIC

Services-Help Supply Services (7363)

akta.pro primary industry

Order Management & Customer Fulfillment Support (BPAAAAAE)

Keywords

• Customer service outsourcing
• Contact center services
• Retention and winback
• Telemarketing services
• AI conversation analytics

Headquarters

HQ city

Lund

HQ country

Sweden

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Customer Service Outsourcing: Full or partial outsourcing of customer service operations, including inbound handling, retention/save conversations, and winback activities. Revenue is generated through managed service contracts with pricing based on volume, complexity, and scope of services.
2. Telemarketing Services: B2C and B2B telemarketing services including meeting booking, telephone sales, and ethical telemarketing campaigns. Delivered with sales representatives based in Sweden, certified under 'Trygg Kundkontakt'.
3. AI Analytics and Insights: AI-driven analysis of customer dialogues providing actionable insights, trend analysis, and strategic recommendations. Can be bundled with outsourcing services or offered as standalone consulting.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels4 records

Core offering

Online Fulfillment Sverige AB provides outsourced customer service, telemarketing, B2B meeting booking, and retention/winback services to enterprise and mid-market clients in Sweden. The company operates hybrid human-and-AI delivery, using its proprietary TellMeNow platform to analyze 100% of customer dialogues across phone, chat, email, and social channels. Services are delivered by Sweden-based, Trygg Kundkontakt-certified staff and packaged as multi-year managed-service contracts with volume- and outcome-based pricing.

Product overview

Online Fulfillment Sverige AB operates as a customer service outsourcing company offering a platform of interconnected services. The core offering is outsourced customer service (Kundservice Outsourcing) combined with sales and growth services (Försäljning och Tillväxt). Supporting modules include ethical B2C telemarketing (Etisk B2C-telemarketing), B2B meeting booking (Mötesbokning B2B), retention and winback services, live chat, and AI-driven tools. The TellMeNow AI solution serves as the analytics and intelligence layer, analyzing 100% of customer dialogues to power predictive insights and process optimization. Power BI dashboards provide customer-facing reporting. All services emphasize quality over volume, ethical practices, and long-term customer relationships.

Differentiator

Problem solved

Functional benefit

Brands

• TellMeNow: AI-driven customer dialogue analysis solution that analyzes 100% of customer interactions to identify patterns, friction points, and improvement opportunities.
• TellMeNow Insights

Products and services

• Kundservice Outsourcing (Customer Service Outsourcing) Full or partial outsourcing of inbound customer service operations, including reinforcement and specialized support, delivered by Swedish-based agents with high availability and stable quality. Includes AI-powered analysis of 100% of customer dialogues to identify contact drivers and improvement opportunities. Targeted at enterprise and mid-market companies that need stable customer service delivery.
• Försäljning och Tillväxt (Sales and Growth) Commercial customer dialogues designed to generate more customers through meeting booking, telemarketing, and structured customer conversations focused on quality, professionalism, and long-term results. Targeted at companies seeking qualified B2B leads or B2C sales growth.
• Etisk B2C-telemarketing (Ethical B2C Telemarketing) Responsible telephone sales service for consumer-facing companies, focused on regulatory compliance, quality, and long-term customer relationships. Delivered by Sweden-based sellers certified under Trygg Kundkontakt.
• Mötesbokning B2B (B2B Meeting Booking) Qualified B2B meeting booking service that prioritizes quality over volume, targeting the right decision-makers with clear qualification before booking. Used by technology, services, industrial, and SaaS companies to reach C-level and VP-level executives.
• TellMeNow Proprietary AI-powered customer dialogue analytics solution that analyzes 100% of customer interactions across phone, chat, email, and social media to identify patterns, friction points, and improvement opportunities. Can be bundled with the company's outsourcing services or offered as standalone AI consulting/analytics.
• Retention och Winback Structured retention and winback services for companies with high cancellation call volumes. Includes defined workflows to increase save rate, follow-up on call types and outcomes, ongoing coaching and QA, and systematic analysis of cancellation reasons. Used by subscription-based and recurring-revenue businesses such as insurance and telecom.
• Livechatt (Live Chat) Website live chat service with response times within 20 seconds, available 7 days a week between 08:00–22:00. Combined with dynamic FAQ to handle visitor inquiries and identify purchase signals.
• AI-driven Prognosticering (AI-driven Forecasting) Generative AI-based customer service volume forecasting service that dynamically predicts contact volumes by absorbing data from business events, campaigns, product launches, and macroeconomic indicators, enabling precise staffing optimization.

Quantifiable outcome

• Response time within 60 seconds for AIG
• +10 more outcomes

Named customers10 records

Segments5 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability8 records

Feature3 records

Scale indicators7 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• Transcom Worldwide: Sweden-headquartered global customer contact center / BPO operator offering inbound customer service, retention, and telemarketing across multiple verticals. Closest direct peer in geography, service portfolio, and target customer base (enterprise Nordic companies).
• Nordia: Swedish customer contact center and BPO provider offering inbound customer service, retention, and sales support to enterprise clients in the Nordics. Comparable service mix and Swedish-market focus; direct competitor for similar mid-market and enterprise RFPs.
• Puzzel: Norway-headquartered Nordic contact center / cloud CX platform serving enterprises across the Nordics with cloud-based customer service, AI, and workforce engagement. Comparable Nordic customer base and CX-outsourced service offering with technology overlay.

Broad incumbents

• Concentrix: Global CX/BPO leader following acquisition of Webhelp, serving Fortune 500 clients across customer service, sales, and digital CX with significant AI/analytics capabilities. Competes with Online Fulfillment on large enterprise RFPs and sets industry pricing benchmarks.
• Teleperformance: Global leader in outsourced customer experience management and digital services, with extensive multilingual, multi-region delivery capacity. Sets the scale and global-coverage standard that mid-sized Swedish BPOs must differentiate against.
• TTEC Holdings: Global CX technology and services company combining contact center outsourcing with AI-enabled customer engagement platforms (TTEC Engage). Overlaps with Online Fulfillment on managed customer service and CX analytics.
• Foundever (formerly Sitel Group): Global CX/BPO operator with ~170,000 employees across 45+ countries, providing customer service, sales, and trust & safety solutions. Comparable service lines and enterprise-client focus; significantly larger scale.
• Genesys: Global leader in cloud contact center and CX orchestration platforms, providing AI-powered customer journey analytics, workforce engagement, and routing. Adjacent technology vendor that competes for the analytics/AI layer of CX outsourcing.
• Five9: Cloud contact center as a service (CCaaS) provider with AI-powered automation, workflow, and analytics capabilities serving enterprise customers globally. Comparable technology overlay for AI-driven CX, though more platform than services-led.

Emerging players

• Talkdesk: Cloud-based contact center and CX platform vendor with AI-driven automation, agent assistance, and customer analytics. Comparable AI-CX-tech positioning; emerging player pushing into enterprise contact center software that overlaps with TellMeNow's analytics layer.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/online-fulfillment-sverige-ab

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Online Fulfillment Sverige