Case Study: Bauhaus boosts customer service efficiency with Puzzel

Bauhaus - Customer Case Study

Bauhaus, a major Danish DIY retailer, faced a significant challenge managing a near-doubling of customer enquiries to over 550,000 annually during the pandemic. To handle this high volume across phone, email, and chat without compromising on customer experience, they turned to the vendor Puzzel for a contact center solution.

Puzzel implemented an integrated system that consolidated voice, web chat, email, ticketing, and SMS into a single solution. This provided agents with a complete overview of all customer interactions and established efficient rules for managing enquiries. The result was a significantly improved flow for customers, who now receive quick and clear responses, boosting both efficiency and customer satisfaction for Bauhaus.

Bauhaus

Tommy Kolling

Head of Customer Service