We support your customers, your staff, your stores and your sites. On the phone, in your systems, and in person when someone has to be there.
What changes
Your own team gets its week back. And support stops being something you check on.
That's the job. Not tickets closed or response times hit. Those are how we measure it, not why we do it.
MANAGED SUPPORT
Your team, no longer firefighting. Back on the product, not the queue.
IN-HOUSE OPTMISATION
Better support, not harder work. Your team, delivering more without the strain.
AI
AI that works like your team. Measured on the service it delivers.
FIELD SUPPORT
FIXATE, on site. We turn up, get it right first time, and get it working again.
Most suppliers sell seats or time, so they earn more when you need more of them. We are paid for the service delivered.
That means you pay for what you used rather than for seats sitting idle, and we work to be needed less.
Fewer tickets is a smaller invoice, and we would still rather have you for ten years than bill you more for two.
01
In urban mobility, support touches pricing, availability and trust, across cities with different expectations.
When it doesn't hold, issues repeat and escalations pull your city teams away from running the service. And the vehicles still need servicing.
02
In SaaS, support sits next to onboarding, feature adoption, billing and retention.
When it doesn't hold, the same questions repeat, edge cases land on product and engineering, and momentum slows.
03
Premium products are not bought casually. They represent identity, values, and intent.
When support does not hold, the damage is not just operational. Trust erodes, stories spread, and the brand feels careless. FIXATE runs customer support for Premium product companies by taking full responsibility for day to day delivery, ensuring every interaction reflects the same standards as the product itself.
04
In eCommerce, support sits next to orders, fulfilment, payments and reputation.
When it doesn't hold, the same questions repeat at scale, exceptions escalate, and the pressure lands on operations and leadership.
Pickup rate. Tickets per hour. First response time. All useful, all describing how busy the team looks.
First response time measures how quickly someone said hello. Your customer isn't waiting to be greeted.
We start from the outside. Total resolution time first, whether that resolution is a reply or an engineer on site. Then quality. Then the internal numbers, last.
You can't move total resolution time with people who aren't allowed to decide anything. Replying fast is easy. Finishing is what takes authority.
We work inside your systems, and we turn up in person when that's what the problem needs.
Recurring problems get traced back and fixed, so the volume falls rather than the headcount rising. The problem is almost never the people answering. It's the structure around them.
More About Us
FULL OUTSOURCING
In-depth 2nd line technical support was provided across four strategically located sites in Europe, Asia, and the Americas.
Read more
ON DEMAND SUPPORT TEAMS
With a fresh approach, an internal IT support operation was optimised for efficiency, reducing reactive support needs and delivering seamless infrastructure and user support across a multi-site global organisation.
Read more
AFTERMARKET SUPPORT CONSULTING
With a dedication to service and technical expertise, a technical data review process was implemented to ensure accurate, high-quality documentation, delivering results ahead of schedule and within budget.
Read more
Working with FIXATE has been a great experience. They handle our customer tickets quickly and professionally, which gives us peace of mind and lets us focus on our core product.
Our partnership with FIXATE has been a core part of our drive to design and deliver our commitment of a 10 star market leading customer service.
Working with FIXATE and in particular with Karl, is characterised by an open, honest and constructive partnership. They consistently look for opportunities and solutions, with a mindset that nothing is impossible.
We run support for other companies. Customer support, internal support, and engineers who turn up when the fix has to happen in person. Sometimes that is the whole operation, sometimes only the part you cannot cover.
Because the company is new and the people are not. FIXATE AB was registered in Göteborg in 2024, by a team that has been building and running support operations since the 1990s. The company exists because of what that experience showed was wrong with the way support gets bought.
Technically yes, and outsourcing has earned its reputation. People working to a target rather than to a customer, on a product they have never used. The difference here is that our people are allowed to decide things, and we are measured on whether the customer's problem went away rather than on how quickly someone replied.
Neither. We are paid for the service delivered, and we size the team in real time as volume moves, so you are not paying for seats sitting idle. What the number depends on is volume, coverage hours, languages, and how much of the operation we take on.
It stays in your systems. We work inside your helpdesk under your name, so nothing migrates and the data was always yours.
Göteborg, with delivery from sites across Europe, Asia and the Americas, and engineers across the Nordics and northern Germany. Any language your customers use, recruited for each market rather than routed through one hub.
From a couple of tickets a day to thousands a month. Scale-ups, established brands, and companies opening a market they cannot staff yet.
With last month's tickets. We look at what is actually arriving before we say anything about price or shape, because the ticket mix decides most of it.
AI in Support
|Sep 9th 2026
6 min
Picture the Q1 review. Someone pulls up the deck from last year's big AI rollout, the agent-assist tool, the smart routing layer, the chatbot that was supposed to change everything. It's quietly gone. Retired, paused, "under review." Someone explains why: the model wasn't accurate enough, the vendor overpromised, the use case wasn't there. Everyone nods. Nobody says the sentence that's actually true, which is: we bought the tool and never taught anyone how to use it. That meeting happens constantly right now, and it's not really about the AI at all.
AI in Support
|Aug 31st 2026
6 min
Picture the debrief meeting in January. Someone pulls up last year's Black Friday numbers, record revenue on the top line, and underneath it, a spike in refunds, a run of one-star reviews about "no one answering," and a support inbox that took three weeks to dig out from. Everyone nods. Someone says "we'll plan better this year." Then February happens, then March, and by the time October arrives, the plan is still a slide nobody built.
Customer Experience
|Aug 23rd 2026
3 min
Outsourced support always felt like poor quality to me. That's not a very generous thing for someone who now runs a support company to admit, but it's true, and I think most people who've bought outsourced support have felt some version of it. People working to a target rather than to a customer. On a product they've never used, for a brand they've got no real reason to care about. Cheaper, yes. Better, never. So when I was asked to find us a support provider, I wasn't especially hopeful. But I went and looked properly.
Data-Driven Decision Making
|Aug 8th 2026
5 min
Support often feels a change before the business measures it. Here is what recurring demand, escalations and AI can reveal to investors.
Customer Experience
|Mar 30th 2026
8 min
Support does more than solve problems. It shapes trust, retention, and growth. Here is how support quietly drives sales over time.
Customer Experience
|Mar 27th 2026
9 min
Customer experience rarely breaks. It drifts. Here is why it gets worse as companies grow and what that reveals about priorities.
Based in Göteborg, delivering from sites across Europe, Asia and the Americas.
Engineers across the Nordics and northern Germany.
