Case Study: ELKJØP achieves improved agent performance, higher customer satisfaction and reduced costs with Genesys PureCloud

Elkjøp AS Reaching Full Potential With A Cloud Transformation

Elkjøp AS, the Nordics’ largest consumer electronics retailer with 400+ stores and a large online presence, faced an end-of-life on‑premises contact center platform that was costly to support, hard to extend with new channels, and vulnerable to outages. The company needed to consolidate four centers into two, cut costs, improve performance, and make recruitment and training simpler to support ongoing growth.

Elkjøp migrated to the Genesys PureCloud platform in a phased move—prioritizing inbound/outbound voice—leveraging AWS scalability, easier integrations and automation. The cloud solution sped onboarding (from half a day to about 15 minutes), enabled callbacks that reduced wait-related frustration, and automated manual tasks. Results included a 10% reduction in average handle time, a 45‑second drop in wrap‑up time (60 → 15 seconds), higher survey participation and customer satisfaction, and lower IT and capital costs with faster ROI.

ELKJØP

Tobias Zackrisson

Nordic Sales Development Manager