About company

Mplus was founded in 2007 as a pioneering contact center provider. Since then, it has evolved into the largest independent Business Process Technology Outsourcing (BPTO) company in Southeast Europe. It holds a leading position in the BPTO sector across Southeast Europe and has expanded its presence globally through strategic acquisitions. Mplus operates in over 43 locations across 57 countries, serving more than 300 regional and global clients. Its services span contact center operations, IT solutions, and HR services, making it a comprehensive partner for customer experience and business process optimization.

The main challenges in BPTO and customer experience industry are talent retention due to high turnover rates in contact centers, managing sensitive customer data across multiple regions that demand robust cybersecurity and adherence to global regulations (e.g., GDPR), technology integration ie. keeping up with AI, automation, and omnichannel platforms is essential but resource-intensive and last but not least client expectations where businesses increasingly demand customized, scalable, and cost-effective solutions with real-time analytics and measurable ROI.

Our mission is to supercharge businesses by elevating customer experience management through transparent governance, performance management, and proactive, continuous improvement actions. This mission reflects our commitment to helping clients grow by delivering exceptional customer experiences, supported by strong operational practices and a culture of innovation and accountability.

The challenge: A need for automated and improved data analysis

As a global organization, we have always prioritized employee engagement as a key driver of performance and culture. For a couple of years, we relied on SurveyMonkey to conduct engagement surveys. While the platform offered ease of use and broad functionality, we encountered significant limitations and challenges as our needs evolved—particularly around data analysis, customization, and reporting.

• Survey data had to be exported into Excel for analysis.
• Reports were created manually, often involving complex formulas and pivot tables.
• The process was time-consuming, prone to human error, and difficult to scale.
• Custom insights—such as filtering by department, tenure, or location—were not easily achievable.
• This has created a bottleneck in our ability to quickly act on employee feedback, delaying 

The solution

Luppa addressed these challenges by offering a fully integrated platform with advanced analytics and customization features.

• Automated dashboards with real-time visualization that replaced manual Excel work, saving hours of analysis time, allowing us to segment data by department, location, and other key metrics. This way it simplified data collection and management.
• It improved team engagement and reduced compliance risks, as we now have a higher participation rate thanks to a more intuitive and user-friendly interface. Confidentiality and data security features helped us meet compliance standards and build trust with employees and also faster feedback loops enabled managers to act on insights more quickly, boosting engagement.
• Close collaboration with Luppa team helped us customize survey questionnaire and data reporting views based on our organizational structure. The tool provides role-based access so that different managers can view relevant data (manager view) and support multi-language surveys to ensure inclusiveness across our diverse workforce.

This transformation allowed HR and leadership to focus on strategy rather than spreadsheets, significantly improving the effectiveness of our engagement initiatives.