Case Study: Vibb reduces customer friction with Tietoevry Multichannel

Vibb constantly works to reduce friction in customer relationships

Vibb, an electricity supplier and top 10 company in Norway, faced the challenge of creating a frictionless customer experience, particularly with its invoicing process, which was a significant source of support inquiries. To optimize this aspect of the customer journey and achieve economies of scale, Vibb partnered with Tietoevry to handle its invoice distribution.

Tietoevry implemented its Multichannel service to seamlessly distribute invoices to Vibb's customers through their preferred method, whether digital or paper. This solution dramatically reduced friction and support volume; by November 2023, Vibb was handling the same number of customer service inquiries as in January despite having tripled its customer base. Tietoevry's efficient service kept paper invoices to a fraction of a percent of total volume, absorbing the growth without increasing Vibb's resource usage and providing significant economies of scale.

Vibb

Erik Berg Solheim

CEO