Case Study: Norlys streamlines customer service and boosts efficiency with Puzzel

Norlys - Customer Case Study

Norlys, Denmark's largest integrated energy and telecoms group, faced a challenge in managing diverse customer interactions across multiple channels after a period of rapid expansion. Their outdated hardware and five separate telephony systems created complexity, preventing a unified view of the customer journey. To streamline workflows and enhance service quality, they turned to the vendor Puzzel to implement its cloud-based contact centre platform.

By consolidating onto Puzzel’s unified system and implementing its AI-powered tools, including AI agents for chat and voice, Norlys gained holistic customer insights and automated workflows. The solution delivered significant results: Puzzel’s Chat Agent now independently resolves 82% of incoming chats, drastically reducing agent workload and providing faster customer responses. This partnership with Puzzel enabled Norlys to drastically improve efficiency and gain the agility needed to adapt quickly to changing circumstances.

Norlys

Pernille Storgaard

Senior Director