Matrix42 connects product-led service delivery across Europe with Agileday

With operations spanning the DACH region, the Nordics, and further European markets, Matrix42 helps organizations digitize and automate workflows across the enterprise through an integrated platform for service management, software and asset management, and endpoint management. As a provider of Enterprise Service Management (ESM) solutions, the Frankfurt-headquartered company supports customers in managing increasingly complex service environments while accelerating digital transformation.

Following the integration of the Finnish company Efecte into Matrix42, the company embarked on a systems transformation program. As some legacy systems were consolidated or replaced, Matrix42's services organization was looking for a new operational platform to support forecasting, staffing, time tracking, and invoicing across their multi-national operations.

Where product meets services

Implementations, onboarding projects, consulting services, and ongoing support all require coordination across people, projects, and financials.

Matrix42 combines its innovative products with expert services to help customers realize the value from their investments. As the software provider became increasingly international, ensuring consistent delivery across teams and countries placed growing demands on the operational processes behind the scenes.

"Our goal is simple: deliver great outcomes for customers while running a predictable and efficient services organization," said Joni Hirschovits, Director of Delivery Excellence at Matrix42. "That requires visibility into resources, project delivery and financial performance so we can identify issues early and react quickly when priorities change."

The services organization supports customers across Finland, Sweden, Germany, Austria, Poland, and other European markets, bringing together consultants, project teams, and support specialists responsible for implementation and ongoing customer success.

Why Agileday

The search for a new solution was driven by a broader systems transformation initiative taking place within Matrix42 following the acquisition. As part of that process, the company evaluated several options for their service delivery, initially selecting an alternative solution. However, as the transformation progressed, the requirements evolved and the team realized they needed to reevaluate.

Matrix42 needed a solution better aligned with the operating model and objectives that could be implemented quickly without disrupting service delivery. 

Another important consideration was vendor location. As a European software provider itself, Matrix42 places strong emphasis on digital sovereignty. Choosing a European solution with the option for data to be hosted within the EU aligned closely with its own commitment to serving European organizations.

“We position ourselves as the European Choice in Intelligent Service Management, built on trust and powered by people," said Joni. "Those principles also influence how we evaluate technology partners. While capabilities and implementation speed were important, we were equally looking for a trusted partner that aligned with our European focus and collaborative way of working.”

A rollout built around immediate value

Unlike most Agileday implementations, Matrix42 didn't start with skills, profiles, and talent allocations. The priority was to get time tracking and invoicing running as quickly as possible.

The implementation was completed on an accelerated timeline, allowing service teams to begin recording time as planned and ensuring monthly invoicing processes could continue without interruption.

Ease of adoption played a significant role in the successful rollout. Many users were able to start using Agileday with minimal guidance, while project managers and team leaders received focused onboarding to support broader operational workflows.

"The goal was to run our full monthly invoicing through Agileday as quickly as possible. Once that was in place, we could build out the rest of our services operations on top. It's a step-by-step approach, focused on what delivers immediate value," Joni noted.

Today, Matrix42 is using Agileday to support a broader range of operational processes, including:

• Sales-to-delivery alignment – connecting opportunities with project planning and resourcing
• Operational planning – supporting project creation, staffing decisions, and delivery coordination
• Time tracking and invoicing – creating a reliable operational backbone for financial processes
• Forecasting and staffing visibility – helping team leaders within the service organization understand current and future workload across their international teams 
• Connected workflows – bringing together sales, delivery, and financial operations in one platform

The future of product-led service delivery 

Matrix42 reflects an important part of Agileday’s customer base: software and product companies with significant services operations. They may not serve as pure consultancies, but the operational realities are often strikingly similar. Customer onboarding, implementation, support, staffing, forecasting, and utilization all need to work together.

For Mikko Virtanen, Co-CEO at Agileday, this reflects a broader industry shift:

“As product and services continue to converge, operational excellence increasingly depends on how intelligently those workflows are connected and orchestrated.”

AI supporting smarter service operations 

AI is already a strategic focus within Matrix42, making Agileday’s AI-native product direction especially compelling. The service team actively leverages Agileday’s AI capabilities to navigate the platform, explore MCP capabilities, and accelerate operational work — from interpreting opportunity data to supporting project creation, staffing recommendations, and delivery planning.

“Today, AI can already help us with many of these tasks - we were able to reduce manual effort in our day-to-day operational work, while keeping our people better-informed and in control of decisions. If our teams spend less time on administration and planning, they can spend more time focusing on our customers.”

For Matrix42, the long-term opportunity is a more agentic, intelligent operating model. Rather than manually moving information between systems, creating project structures, defining staffing requirements, and assigning resources, AI agents could help streamline workflows like these. When a new opportunity arrives, the system could analyze requirements, create the project, propose staffing, and prepare the delivery plan. This would give service teams and their managers the input for decision-making while keeping people in control of review, approval and final decisions.

That vision aligns closely with Agileday's product roadmap, where multi-agent orchestration is already being developed to handle increasingly complex operational workflows across sales, staffing, project delivery, and financial operations.

As professional services evolve, competitive advantage will increasingly come from how intelligently work is orchestrated. This is exactly the future Agileday is helping its customers build toward.

Book a demo or reach out to learn how Agileday can support your operations.