As Denmark's largest energy provider, Andel Energi powers over 1 million homes with sustainable energy solutions. With a growing customer base and increasing demands, the company turned to digital transformation to meet evolving expectations. We met with Marthine Dahl, Performance and Project Manager at Andel Energi, as she shared how Puzzel became a key partner in their journey to enhance customer service during a critical period. 

Background: Navigating the energy crisis

In early 2022, Andel Energi faced a surge in customer queries due to skyrocketing energy prices during Europe's energy crisis. Customers were desperate for clarity and support, causing an overwhelming influx of queries. The sudden increase in demand was more than their existing systems could handle, leaving Andel Energi in need of a flexible, scalable solution – and fast.

Solution: Unifying customer support with Puzzel

After looking at several options that could bring all their customer service tools into one system, Andel Energi decided on Puzzel. Puzzel provided a comprehensive solution, combining essential functions for customer interactions and bringing all processes and systems into one central platform. Martine Dahl explains: “We chose to partner with Puzzel because they offered end-to-end solutions that combine all functions in one system. The price was also important to us, because there are many similar solutions on the market – but Puzzel was highly competitive.” 

 Today, Andel Energi uses a full suite of Puzzel tools, including Case Management, Workforce Management, Knowledge Base, Voice, and Dialer, enabling a more streamlined and efficient customer service operation. 

Results: Elevating service delivery

The introduction of Puzzel’s cloud-native CX ecosystem has significantly elevated Andel Energi’s customer support, enabling them to not only meet but exceed their customer’s expectations. Puzzel empowers their customer service agents to manage requests more easily, providing real-time insights and a more intuitive interface. Malthe, one of the agents, shares: 

“Puzzel makes it easy to track how many cases you have and see if you’re reaching your task goals. Handling both emails and calls is simple, too, and you can get all the necessary details when you take a call—like the phone number and where the customer is calling from.” 

Department head Laura highlights how Puzzel offers valuable insights into daily customer interactions: “Puzzel gives us real-time insights on our customer conversations, making it easy to quickly adjust our plans based on the inquiries we receive. We get insights immediately, which allows us to act fast.” 

Ahmet Kilic, Operations Specialist & Planner, emphasises the importance of Puzzel’s forecasting module in helping him stay ahead. In his role, predicting market trends is essential, and he describes the forecasting tool as “crucial” to his work.

Flexibility, ease of use, and a significant boost in customer satisfaction 

Implementing Puzzel’s ecosystem has been a game changer for Andel Energi’s customer service, as Marthine explains: “Our customer satisfaction has significantly increased since we started using Puzzel. While other factors played a part, too, Puzzel’s ease of use played a major role.” 

Martine is particularly impressed with the platform’s flexibility and user-friendliness: “What I love most about Puzzel is that it’s scalable and easy to use—it’s incredibly simple to work with. I’ve tried to use the Call Flow tool myself, and Puzzel is much easier to use than anything I’ve ever tried before.” 

She also praises Puzzel’s customer support, describing it as “fantastic” because of their quick response times and excellent service: “They really listen when we tell them our ideas and always try to find solutions for us. So I’m really happy to work with Puzzel.” 

Puzzel’s cloud-based ecosystem has not only helped Andel Energi navigate the challenges of the energy crisis but also positioned the company to continue improving its customer service. With better data insights and increased customer satisfaction, Puzzel proved to be the reliable partner Andel Energi needed when it mattered most.