From manual handling to full automation at Transvoice

Transvoice is one of Sweden's largest operators in interpretation services and language management. Every day, the company handles thousands of assignments from both private and public clients – including Stockholm Region, the Swedish Migration Agency, and the Swedish Public Employment Service. With increasing pressure for speed, precision, and cost-effectiveness, it became clear that the old working methods were no longer sufficient.

Limiting systems and manual processes

Manual processes, dependence on individual employees, and inadequate system support made it difficult to meet the growing demands of both clients and interpreters. Matching interpreters to assignments required detailed and time-consuming work, and every invoice and payroll statement required careful manual review.

"We needed a system that could not only handle the increased volume, but also reduce our costs and error margins," says Shahin Danaie, Project Manager at Transvoice.

Before Transvoice decided to implement a customized system, the organization faced several significant challenges. One of the biggest was efficiently handling the growing volume of interpretation assignments. Matching interpreters to assignments required detailed and time-consuming manual work, resulting in high workload and increased risk of quality deficiencies. It became clear that a long-term solution required more than just digitization – automation was the key.

"Only when we built a new system did we have the prerequisites we previously lacked," explains Shahin.

Shahin Danaie, Project Manager at Transvoice, sees significant improvement in reducing employees' repetitive tasks. Photo: Transvoice.

Another clear challenge was the manual handling of invoicing and payroll. Since every invoice and payroll statement required careful manual review and processing, these processes became both slow and prone to errors.

At the same time, demands increased for faster bookings and more accurate matching of interpreters. Transvoice realized they needed a solution to meet these demands without compromising quality or efficiency.

"Previously, we had no automation at all. Everything was done manually. Now our employees can finally focus on value-creating work instead of repetitive tasks," explains Shahin.

Automation as the key to efficiency

Transvoice realized they could not grow further without powerful digital support. Together with Multisoft, they began a requirements analysis to identify business-critical needs and processes. The result was a customized assignment management system based on Softadmin® – developed to support the entire operation, from booking to invoicing.

"We realized we could not grow further without powerful digital support. We needed something that automated – not just digitized – our processes"

- Alexander Markinhuhta, Operations Manager at Transvoice

Smart matching – the right provider to the right client at the right time

A central part of the solution is the complete automation of the booking flow – from when a request comes in to when the right interpreter is assigned and confirmed. The system takes into account competence, availability, geographical location, and client preferences – and automatically sends the right assignment to the right interpreter, often within seconds.

"We estimate that we have been able to free up a significant portion of the time previously spent on manual matching. Although it is difficult to provide an exact figure, we see clear indications that the work effort has decreased considerably, which has given us the opportunity to reallocate resources to more value-creating tasks," explains Alexander.

More about advanced matching

From needs analysis to customized solution

Transvoice initiated the process with thorough requirements gathering together with Multisoft to map the organization's specific needs. By carefully analyzing the challenges and goals the company faced, a clear picture was created of the functions and solutions needed.

Together with Multisoft, Transvoice then developed a customized assignment management system based on the Softadmin® platform – designed to exactly match the requirements the organization had. The new system became not just a tool, but a central part of Transvoice's working model, which now enables efficient and automated processes adapted to their operations.

"The system is not just smart – it is adapted to the reality we work in. You can tell that Multisoft understands our needs," explains Alexander.

Clear results – on multiple levels

Major changes have also been implemented on the finance and invoicing side. Previously, these processes were manual and dependent on specific individuals. Now most of it happens automatically, which has both reduced errors and freed up time for other tasks.

"The solution has made our finance and invoicing work more robust, with better structure and traceability. It reduces the risk of errors and makes it easier to follow up and quality-assure documentation," says Alexander.

Integrations with external organizations such as the Swedish Migration Agency and the Swedish Public Employment Service have also streamlined collaboration with the public sector. At the same time, interpreters have received a new mobile app that gives them better overview, control, and support in their daily work.

"It makes an enormous difference that interpreters now have all the information they need – assignments, travel, and details – collected directly in the app. In an independent industry survey, our system support was ranked as the best on the market," says Shahin.

Increased customer satisfaction and delivery precision

We have seen a clear improvement in customer experience, primarily thanks to response times to customers being significantly reduced. The shorter waiting time has not only increased efficiency, but also strengthened customers' confidence in our delivery capability," says Alexander.

"We see that our results have improved considerably. The work has become more efficient and we now have an increased ability to meet the demands and expectations placed on us, with higher quality and better delivery precision," continues Shahin.

A partnership built on trust and automation focus

When Transvoice faced the decision to modernize their processes, several ready-made system solutions were evaluated – but none proved able to meet the complex and operation-specific requirements. It was only in dialogue with Multisoft that the pieces fell into place. With a deep understanding of automation and responsiveness to Transvoice's needs, Multisoft became the obvious choice.

"We were convinced that Multisoft was the right partner for our automation journey. They were the only ones who truly understood our challenges – and could solve them"

- Shahin Danaie, Project Manager at Transvoice

The collaboration has been characterized by trust, competence, and mutual learning – something that has proven crucial for the project's success.

"It has been an extremely educational project, and the result was fantastic. I would gladly do this again!" concludes Alexander.