In 2008, Joakim Ögren, together with Magnus Johannessen, founded Responda with the vision of bringing the telephone answering service industry into the digital era. With technical expertise and a strong understanding of customer needs, the company has grown to become a leading player in the industry, with over 600 employees and several strategic acquisitions under its belt. Here, the founder shares the company's development, the biggest challenges, and what motivates him in his role as CIO and head of M&A.
1. What inspired you to found Responda in 2008?
Before founding Responda, I ran a company that focused on selling telephony solutions to small and medium-sized enterprises. During that time, we witnessed a technological shift where traditional physical switchboards began to be replaced by cloud-based solutions. Operators and large systems integrators led this transformation. At the same time, we saw that companies providing answering services lagged behind technologically and relied far too much on analogue methods. We saw an opportunity to combine our technical expertise and insight into customer needs with the new technology, which gave us a perfect opportunity to start Responda.
2. How has the company changed/developed over the years since then?
Responda has undergone impressive development since we were founded in 2008. Our strategy of working closely with partners and offering high-quality answering services to their customers has been a key to our success. By 2020, we had reached a stable level, enabling us to take the next major step. In 2021, we acquired Kalix Tele24, a company twice the size of our own, which marked the starting point of our journey to consolidate the market. At the beginning of 2023, we carried out a further acquisition and welcomed IK Partners as our new majority owner. A little over a year later, we have completed six more acquisitions, grown to over 600 employees and achieved a turnover of SEK 350 million. Despite this rapid growth, we feel that the journey has only just begun, and we look forward to continuing to expand.
3. What do you like most about your job today?
As Head of M&A and Group CIO, I really appreciate the variety in my work. It is exciting to be part of building Responda Group and shaping the company's future. But what truly makes the job rewarding are the fantastic colleagues I work with. Their dedication and expertise make it possible for us to achieve the high goals we set together.
4. Responda Group currently has around 600 employees. How do you motivate your employees?
I have always had a keen interest in details and want to deeply understand what we are working on, while at the same time avoiding micromanagement. I think it is really important to find a balance there and have trust in your colleagues. Our IT team operates at an extremely high level, and many have been with the companies for several years. I believe a large part of their loyalty is due to them being given the space to stay at the cutting edge of technology. We constantly encourage innovation and personal development, which creates a dynamic working environment where everyone can grow.
5. What is the best piece of advice you have received?
I have been fortunate to receive a lot of good advice over the years and particularly appreciate discussions that can develop both the company and me personally. I often actively seek feedback from my colleagues, and it is in these conversations that I have received some of the best advice. This advice has helped me to navigate through both small and large challenges.
6. What is the biggest challenge?
The biggest challenge right now, and at the same time what makes my job extra fun, is integrating all the acquisitions into Responda Group and creating a unified company culture. Our goal is to become a market-leading customer service partner that delivers value-creating customer experiences, and that challenge drives me every day.
7. How do you get a balance between work and private life?
For me, it is important to have a good work-life balance, particularly during intense periods at work. For me, that means having activities outside of work that provide relaxation and recovery, and I make sure they actually happen, even when work demands a lot of time and energy. This balance helps me to maintain focus and be able to perform at a high level.