DFDS, a leading Danish maritime travel provider, operates across more than 20 countries, employing 10,000 staff and serving over five million passengers yearly. Daily, their customer centres tackle approximately 1,000 enquiries.
However, their legacy on-premise customer management system was becoming increasingly complicated for agents to use, necessitating many manual tasks for even the simplest of customer requests. The urgency for a modern, efficient, and user-friendly replacement grew.
Thomas Møller, Head of Customer Care Nordics at DFDS, recounts, “We had to cut and paste a of data to get something we could react to, and go through many different presentation tools to serve customers in the best possible way.”
In addition, Thomas saw an opportunity to combine the various customer centre hubs at DFDS in Europe under one unified cloud-based system.
How did the journey look?
After an extensive tendering process, DFDS selected Puzzel’s Contact Centre solution to unify their customer service operations under one cloud-based system. The global implementation of Puzzel’s Customer Service Platform required no additional integrations, significantly streamlining agent workflows. Real-time data access on a singular interface has markedly improved efficiency.
“We wanted to improve our use of the vast amounts of data generated by every conversation with our customers, and at the same time, categorise it in a different way. We have achieved this with Puzzel,” explains Thomas.
He adds: “With Puzzel, DFDS can manage the system itself without having to go through mazes of service units to change even basic things. The freedom and autonomy of the system is a huge benefit.”
The results
Puzzel’s cloud-based solution has provided DFDS employees with a more straightforward and effective work environment, which in turn has elevated the customer experience.
“It makes for a better customer experience when our agents are prepared for what the call concerns. We are now significantly faster at tracking customer queries because we can obtain customer input before they get through to us. This saves us important time,” says Thomas.
