GGF Group

What GGF Group does

GGF Group S.r.l. is an Italian business process outsourcer headquartered in Ancona that specializes in customer experience management for enterprise clients. The company operates an integrated contact-center platform delivering inbound and outbound services across 7 channels (phone, email, chat, social, web sales, etc.) in 11 languages on a 24/7 basis, backed by IVR, TTS, AVEX voice technology, real-time call monitoring, KPI/SLA dashboards and a disaster-recovery infrastructure. The stack is certified to ISO 9001:2015 (quality) and ISO 27001:2013 (information security), and the firm is a Satmetrix-certified Net Promoter Score provider, giving it credibility for regulated, multilingual BPO engagements.

The business model is enterprise B2B, sold primarily through direct field sales into Italian travel and tourism companies, where GGF acts as a long-tenured "Brand Ambassador" handling booking, post-sale support, complaint resolution and customer satisfaction measurement. Additional revenue streams include business analysis and CX consulting, facility management support, and training delivered through GGF Academy (built with Sida Group). GGF Group is privately held by founder/proprietor Guido Guidi, with €460,000 issued share capital and no disclosed institutional investors; its only external capital event is a €95,005.59 FESR energy-efficiency grant received in 2024. Named customers include Eden Viaggi (a redesigned 24/7 Travel Support service that placed third at the CMMC Awards 2019) and a global sustainable thermal comfort company served in Greek and Portuguese markets.

Name

GGF Group

Legal name

GGF Group S.r.l.

Website

https://ggfgroup.it

Company type

Private

Founded year

2004

Operating status

Operating

Headcount range

51–100 employees

Short description

GGF Group is an Italian customer experience BPO that delivers multilingual (11 languages), multichannel (7 channels), 24/7 contact-center and CX consulting services primarily to enterprise travel and tourism clients, with additional work in energy and facility management.

Ownership category

akta.pro rank

Headquarters

HQ city

Ancona

HQ country

Italy

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Customer Care & Help Desk Services: Inbound and outbound call center services including customer support, help desk, and contact management delivered 24/7 in multiple languages. Services are certified ISO 9001:2015.
2. Business Analysis & Consulting: Marketing business analysis, customer experience management consulting, and market research services to help clients understand their markets and optimize customer journeys.
3. Tourist Booking Services: Complete booking management services for tourism sector clients, including reservation handling and travel support operations 24/7.
4. Facility Management Support: Facility management support services including work order management, contractor monitoring, and end-user feedback collection.
5. Training & Academy Services: GGF Academy provides professional training courses for tourism, customer service, and specialized skills development, often funded through regional programs.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

GGF Group is a business process outsourcer and customer experience specialist that delivers inbound and outbound contact center and help desk services 24/7 across 7 contact channels and 11 languages. Its portfolio includes Customer Care & Help Desk, Contact Management, Web Sales Assistant, Customer Satisfaction measurement, Remote Account® account management, Net Promoter Score® services, Market Surveys, Tourist Booking Management, and Facility Management Support, complemented by a Business Analysis consulting practice.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Care & Help Desk Inbound and outbound customer support and help desk service delivered 24/7 across multiple channels and languages, ISO 9001:2015 and ISO 27001:2013 certified, targeting enterprise clients needing consistent multichannel customer care.
• Contact Management Multichannel contact management service supporting inbound and outbound customer interactions as part of GGF's integrated customer experience offering for enterprise clients.
• Web Sales Assistant Web-based sales assistance service providing online sales support to enterprise clients and their customers through the company's multichannel platform.
• Customer Satisfaction Customer satisfaction measurement and analysis service that helps enterprise clients monitor, measure, and act on customer satisfaction indicators including structured questionnaires and satisfaction surveys.
• Net Promoter Score® Satmetrix-licensed Net Promoter Score® measurement service that monitors customer-recognized value within change management processes for enterprise clients, with KPI/SLA tracking and BI dashboard delivery.
• Remote Account® Registered trademark-branded remote account management service offering dedicated remote handling of customer accounts for enterprise clients.
• Market Surveys Market research and survey service delivering market and customer insights through data collection, questionnaires, and analysis for enterprise clients in multiple languages.
• Tourist Booking (Booking Turistico) 24/7 booking and reservation management service for tourism-sector clients, including reservation handling, travel assistance, and pre/post-sale customer support; covered under ISO 9001:2015 scope.
• Facility Management Support Facility management support service covering work order management, contractor monitoring, and end-user feedback collection for enterprise clients operating physical infrastructure.
• Business Analysis Customer experience management consulting service including marketing business analysis, customer journey optimization, market research synthesis, and CX strategy support for enterprise clients; delivered by Sara Menghini, Simone, and Alessia.

Quantifiable outcome

• 24/7 customer support availability across multiple channels and languages
• +1 more outcomes

Named customers3 records

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability5 records

Feature10 records

Partnerships

Three partnerships are on record, tiered core and minor.

• Sida GroupcoreStrategic or Co-development Partner · 3 November 2022GGF Group collaborated with Sida Group's business school division to create the GGF Academy for in-house training and professional development programs. This partnership enables the development of specialized courses in tourism, customer service, and business skills, with Sida Group managing course administration and GGF contributing industry expertise.
• Pat GroupminorGTM or Marketing Partner · 6 April 2021GGF Group partnered with Pat Group for joint webinar content creation on topics including Human and Artificial Intelligence for Brand Reputation. This collaboration aims to share knowledge and best practices in customer experience management with the broader industry community.
• Euresys srlminorOthersEuresys srl is listed as a recruiting partner on GGF Group's candidate portal (cv.ggfgroup.it), representing a staffing and recruitment partnership for finding qualified candidates.

Scale indicators5 records

Recent moves6 records

Expansion highlights5 records

Regional players

• Call2Net: Italian contact center and customer care outsourcer serving domestic enterprise clients. Closely comparable on geography and target market to GGF, operating as a domestic Italian competitor.

Direct peers

• Concentrix: Major global CX/BPO provider following the Webhelp merger, serving enterprise clients across customer care, digital, and AI-augmented services. Directly comparable to GGF on multichannel CX delivery, with overlapping tourism and enterprise verticals.
• Foundever (formerly Sitel Group): Global customer experience outsourcer providing inbound/outbound contact center, CX design, and digital services. Comparable to GGF as a CX specialist serving enterprise clients with multilingual capabilities and AI integration.
• Comdata Group: European-headquartered BPO and customer experience provider offering contact center, back-office, and digital CX services. Comparable to GGF on service portfolio and enterprise CX outsourcing model.
• Transcom: Global customer experience services provider operating multilingual contact centers across Europe, the Americas, and Asia-Pacific. Comparable to GGF on CX delivery model, with broader geographic scale.
• Covisian: Italy- and Spain-headquartered CX outsourcer offering multilingual contact center, digital CX, and AI solutions. Closest direct competitor on a like-for-like regional basis, with similar vertical exposure to enterprise and consumer clients.
• Teleperformance: Global leader in outsourced customer experience management and contact center services. Teleperformance competes directly with GGF for multilingual, multichannel enterprise CX contracts, though at significantly greater scale and geographic reach.
• TTEC (TeleTech): Global CX technology and services company offering customer care, sales, and AI-enabled engagement solutions. Directly comparable on the customer care/contact center outsourcing proposition that GGF sells to enterprise clients.
• Majorel: Global CX and BPO provider (now part of Teleperformance) offering multilingual customer care, digital services, and consulting. Directly comparable on the outsourced CX business model targeting enterprise clients including travel and tourism.

Broad incumbents

• Atento: Large multinational BPO specializing in customer relationship management and contact center services, with strong presence in Latin America and Europe. Overlaps with GGF on CX outsourcing but operates at much greater scale.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/ggfgroup
• LinkedInit.linkedin.com/company/ggf-group-srl
• Instagraminstagram.com/ggf_group
• Xx.com/ggfgroup

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

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 GGF Group