Case Study: Vattenfall achieves fast, blended cross-channel customer service and sub-year ROI with Genesys

Vattenfall Delivers Cross-Channel Experience with Genesys

Vattenfall Customer Service Nordic (VCSN), which supports around two million delivery points, faced seriously degraded customer service: long phone queues (average wait nearly six minutes, with some waits up to 90 minutes), only half of calls answered, first-contact resolution at about 40%, large e-mail and admin backlogs, and delayed billing that hurt customer satisfaction and business performance.

VCSN restructured organization and processes, retrained staff, and deployed a Genesys omnichannel platform (integrated with SAP and TeliaSonera services), including workforce management and free-speech IVR. The blended solution cut call wait times to seconds, reduced e-mail response to about two hours and admin-task time to 1.5 hours, raised first-contact resolution by 50%, eliminated backlogs, reduced staff from ~800 to under 300, and achieved payback in less than a year.

Vattenfall

Lars Eriksson

Head, Demand Team, VCSN