Stockholm, 10425,
Sweden
Forlagssystem Jal Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Forlagssystem Jal and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 149 Forlagssystem Jal employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Forlagssystem Jal has purchased the following applications: Microsoft Azure Cloud Services for Application Hosting and Computing Services in 2014, ImBox Telephony for Call Center in 2024, ImBox Case Management for Case Management in 2022 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Forlagssystem Jal is running and its propensity to invest more and deepen its relationship with Microsoft , ImBox Sweden or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Forlagssystem Jal revenues, which have grown to $15.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Forlagssystem Jal intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Microsoft | Legacy | Microsoft Azure Cloud Services | Application Hosting and Computing Services | IaaS | n/a | 2014 | 2014 |
|
CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| ImBox Sweden | Legacy | ImBox Telephony | Call Center | CRM | n/a | 2024 | 2024 |
In 2024, Forlagssystem Jal implemented ImBox Telephony as part of a broader ImBox deployment that included email case management, chat and forms to modernize its customer service and call center operations across its publishing distribution business in Sweden. The implementation positioned ImBox Telephony as the telephony component within a consolidated agent interface, enabling unified handling of voice and written channels in a single application. Forlagssystem Jal ImBox Telephony Call Center customer service is therefore the operational relationship driving day to day inquiry handling and case workflow orchestration.
The deployment delivered functional modules for email case management, a chat module, web forms intake and a telephony module, with configuration focused on unified inbox workflows, queue based call management and case lifecycle tracking. Configuration work centered on consolidating voice and written interactions into shared case records and exposing queue and routing controls inside the ImBox interface, supporting faster case resolution and simpler call queue management. ImBox Telephony was explicitly used to centralize call handling while the other ImBox modules handled written channel intake and case assignment.
Operational coverage was across Forlagssystem Jal’s publishing distribution operations in Sweden, impacting customer service and call center teams and improving cross department collaboration by consolidating channels into one system. Governance and process changes emphasized centralized case management and shared visibility across teams, with rollout oriented around channel consolidation rather than multiple disparate tools. Outcomes reported include faster case resolution, simpler call queue management and improved cross department collaboration as direct results of consolidating voice and written channels into the single ImBox interface.
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ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| ImBox Sweden | Legacy | ImBox Case Management | Case Management | ERP Services and Operations | n/a | 2022 | 2022 |
In 2022, Forlagssystem Jal implemented ImBox Case Management to consolidate multiple inboxes and modernize customer service across its book-distribution operations. The deployment targeted CRM and customer service workflows in Sweden and centered on the Case Management application to centralize incoming customer inquiries. This initiative positioned ImBox Case Management as the primary platform for handling multi-channel customer interactions.
For the deployment Forlagssystem configured ImBox Case Management modules including email ticketing, telephony, chat and forms, aligning ticketing workflows with team-based routing and handover processes. Standard Case Management capabilities such as automated routing rules, threaded ticket histories and case assignment were applied to improve internal collaboration and reduce manual inbox triage. Configuration emphasized unified case records that associate voice and chat interactions with email tickets to support multi-channel resolution.
Operational scope encompassed customer service and CRM functions across Forlagssystem Jal's distribution operations in Sweden, with the rollout focused on consolidating disparate inboxes into a single case queue. Governance changes introduced case ownership and explicit handover steps between teams to improve traceability of customer interactions. Reported outcomes included faster answers, better routing and easier handover between teams.
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Collaboration | Collaboration |
|
2015 | 2015 |
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Survey and Questionnaire | Collaboration |
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2023 | 2023 |
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| First Name | Last Name | Title | Function | Department | Phone | |
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| Date | Company | Status | Vendor | Product | Category | Market |
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