At Fortis, we are experts in outsourced customer support with extensive industry expertise. We help your business deliver world-class service, boost customer satisfaction, and streamline your support operations across every channel—including telephone, email, and live chat. By delegating your customer service to us, you guarantee high availability and a professional touch that strengthens client relationships, while enabling your internal team to remain fully focused on your core business.
SERVICES · CUSTOMER SUPPORT
Outsourced
Customer Support
We help businesses scale – across all sectors
Day-to-day challenges
Do you have time to deliver the service your customers actually expect?
Long response times, high workloads during peak periods, and fragmented internal focus harm the customer experience. Do you recognise any of these common challenges?
Long queues and delayed response times
When customer support cannot keep pace, customer frustration builds up. Long telephone wait times or delayed email responses directly diminish customer satisfaction and erode trust.
Vulnerability during peak workload periods
Marketing campaigns, product launches, or seasonal demand fluctuations make sizing your internal team difficult. The result is either overworked staff or unnecessarily high fixed overheads.
Internal focus split by routine tasks
When key personnel, sales executives, or developers are forced to interrupt strategic priorities to handle routine support tickets, overall business growth and development suffer.
Challenges in multi-channel coverage
Today's customers expect rapid assistance whether calling, emailing, or using live chat. Maintaining a strong presence and professional delivery across all channels requires dedicated infrastructure and tooling.
Ensure a seamless customer journey with professional external support.
Instead of straining internal resources, let our customer support specialists manage your customer communications—delivering high availability, rapid response times, and exceptional service standards.
Why outsource customer support?
Handing over your customer service to an external specialist is an effective way to guarantee first-class service, increase customer satisfaction, and build lasting client relationships. Instead of building up internal resources from scratch, you gain immediate access to the right expertise, high availability, and proven workflows. The result is faster response times, happier customers, and a stronger foundation for future growth.
Reduce costs and scale on demand
Building and maintaining an in-house customer support department requires significant investment in staff, recruitment, training, and technology. By outsourcing your support, you secure a flexible, tailored solution that allows you to easily scale staffing levels up or down in line with seasonal variations and campaign peaks—without incurring unnecessary fixed overheads.
Access to expertise, proven routines, and modern technology
First-class customer service relies on speed, empathy, and the right methodology. By entrusting your support to us, you gain direct access to trained customer service specialists and established workflows that guarantee a professional approach in every interaction.
Our team helps you to:
- Guarantee rapid response times across all channels – We manage your customer enquiries efficiently via telephone, email, and live chat so no customer is left waiting.
- Boost customer satisfaction (NPS/CSAT) – We engage your customers with dedication and empathy, enhancing your brand perception.
- Relieve pressure during peak workload periods – We take the strain off your internal team when demand peaks, keeping service levels consistently high.
- Utilize modern support tooling – You gain access to structured ticketing systems and ongoing reporting without having to invest in costly proprietary software infrastructure.
Free up internal resources and focus on growth
When key personnel no longer spend time answering routine, repetitive queries, valuable internal energy is liberated. This enables your team to focus entirely on what you do best—developing products, driving sales, and scaling your core business.
Outsourcing your customer service is not just a cost-effective choice, but a strategic investment in availability, quality, and stronger customer relationships.
Seamless & Secure Onboarding
How a partnership with us works – step by step
Outsourcing your customer support should be efficient, reliable, and seamless. We follow a battle-tested onboarding framework to ensure your customers receive world-class service from day one.
1. Analysis & Systems Integration
We audit your current support workflows, common customer enquiries, and active communication channels. We then integrate directly with your ticketing and CRM software for a seamless launch.
2. Training & Brand Alignment
Our specialists undergo rigorous training on your product offering, operational procedures, and brand tone of voice. We ensure we represent your business exactly to your standards.
3. Live Omnichannel Support
We respond to phone calls, emails, and live chat messages with speed and precision. We prioritize First Contact Resolution (FCR) to maximize customer satisfaction at every touchpoint.
4. Reporting & Optimization
We provide clear analytics on response times, ticket volumes, and customer satisfaction metrics. We also surface recurring friction points to help refine your product and service offering.
Why choose us?
Since 2015, we have managed hundreds of thousands of customer touchpoints. With a 90% client retention rate, we prove that our partnerships deliver long-term value, elevate customer satisfaction, and relieve operational pressure for Swedish businesses across every sector.
Senior expertise tailored to your industry
With over 100 experienced customer service and support specialists (aged 25–65), we bring deep sector knowledge across more than 20 industries—ranging from e-commerce and finance to SaaS, HVAC/ventilation, and digital marketing. We know how to communicate with your customers in a professional, solution-oriented manner.
Uncompromising quality that protects your brand
Every team member completes comprehensive training to act as a dedicated, empathetic ambassador for your business. We strike the optimal balance between rapid resolution times and high service standards across every channel.
We empower organisations to protect their recurring revenue and elevate client loyalty to new heights.
100
+
Experienced customer service representatives & sales specialists
20000
+
Closed deals
150000
+
Completed customer interactions & support tickets
Our Team
We are driven by your results – meet the team and leadership securing your service levels every day.
What Our Clients Say
FAQ
What is outsourced customer support?
Outsourced customer support means an external agency manages customer communications on behalf of your company, either in whole or in part, across telephone, email, live chat, or social media channels.
Which channels drive modern customer care operations?
Standard channels encompass voice/telephony, email, live digital chat, social messaging, and self-service portals featuring dynamic FAQs. Delivering seamless omnichannel support provides clients with maximum flexibility and enhanced accessibility.
Why is customer support important for a business?
Customer support is often the first and lasting impression a customer has of your company. A positive experience builds customer loyalty, whereas a negative one can result in lost business and damaged reputation.
How is customer support quality measured?
Quality is typically measured using Key Performance Indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and average response time. These metrics provide a clear benchmark of how effectively your customer support function is operating.
How long has Fortis been in operation?
Since 2015, Fortis has provided telecommunications outsourcing services, serving as a trusted partner for businesses that lack the internal resource or expertise to manage these operations in-house. We stand ready to handle a complete spectrum of tasks to streamline your workload as much as possible.
How many agents do you have?
At Fortis, we currently have approximately 100 specialists. Our team has an average age of over 30—a factor highly valued by our clients that consistently drives superior performance and results.
Why partner with Fortis for customer care outsourcing?
Fortis is a proven outsourcing partner with a track record of executing professional, performance-led customer support operations across diverse industry verticals. By combining mature, highly trained specialists with state-of-the-art helpdesk infrastructure, we guarantee seamless, highly personalized, and rapid resolution standards—across all communication touchpoints.
Is there a lock-in period when hiring you?
We have complete confidence in our expertise and know we are well-positioned to succeed in every project we undertake. Therefore, we see no need to tie clients down with long-term contracts. Instead, we offer rolling agreements with no fixed lock-in period and just a 45-day notice period.
How quickly can we get started?
We are typically up and running within 3–4 weeks of signing the agreement, depending on the complexity of the project and the specific experience and skills required of the specialists.
