Case Study: Northmill Bank achieves scalable, personalized omnichannel support and doubles CSAT response rate with Zendesk Messaging

Northmill Bank + Zendesk: omnichannel, personalized, scalable support

Northmill Bank is a digital-first neobank from Stockholm that aims to deliver highly personalized, transparent banking experiences inspired by tech platforms like Netflix and Spotify. Rapid growth exposed weaknesses in its support operations—agents juggled multiple inboxes, lacked a unified customer view, and needed better omnichannel workflows, analytics, and scalability to maintain service quality.

Northmill implemented the Zendesk Support Enterprise Suite (Chat, Explore, Guide, Support, Talk) in three weeks with zero downtime to unify channels, build a self-service help center, and centralize customer data and reporting. The change doubled CSAT survey responses, sustained a 90% CSAT score, cut call/chat volume by 50%, and saved the equivalent of 2.5 full‑time employees while improving SLA management and cross‑team collaboration across Sweden, Finland, and Poland.

Northmill Bank

Simon Nilsson

Chief Commercial Officer