Case Study: DFDS achieves faster, simpler customer service with Puzzel

Puzzel’s easy-to-use contact centre solution reduces DFDS’ customer handling headaches and saves the company valuable time for its customers

DFDS, a major Danish shipping and ferry company, faced challenges with its outdated on-premise customer management system, which was cumbersome and required extensive manual work for its agents handling around 1,000 daily enquiries. They urgently needed a more efficient solution and chose to implement Puzzel's Contact Centre platform.

By deploying Puzzel's cloud-based solution, DFDS gained a unified system that provides agents with real-time data on a single screen, simplifying their work and improving efficiency. The results include a significantly better customer experience, as agents are now prepared for calls and can track enquiries faster. Thomas Møller of DFDS highlighted that Puzzel provides the freedom to manage the system autonomously, which is a huge benefit.

DFDS

Thomas Møller

Head of Customer Care Nordics