Located on the coast of Stockholm, Ellery Beach House stands as the only beach resort in the city, attracting both national and international visitors every year. As part of the ESS Group, which boasts an impressive portfolio of 10 Nordic destinations and 15 restaurants, including Falkenberg Strandbad, MJ’s, and Steam Hotel, Ellery is committed to delivering world-class customer experiences.  

Background: Meeting the demands of modern guests

Ellery Beach House offers a range of amenities, including restaurants, swimming pools, spas, and conference facilities, providing guests with a unique and memorable experience. With thousands of visitors annually and an extensive workforce, Ellery recognised the need for an efficient customer service platform to enhance operational efficiency and elevate the digital experience for both employees and guests. 

 The ESS Group and Ellery Beach House had clear requirements: they needed a reliable and user-friendly platform to manage all customer communications across various channels, including email, SMS, and phone. Specifically, they aimed to allocate enquiries among employees efficiently to ensure exceptional service delivery to guests.

Daniel Franzen, VD at Ellery Beach House explains: “Our vision is to create a world-class facility for our visitors, where the digital experience is integral to the overall experience.”

Solution: Implementing modern CX solutions

While the ESS Group operates a centralised customer support strategy for all its properties, the integration of the Puzzel Platform has revolutionised the handling of customer queries. This innovative system ensures that each query is seamlessly redirected to the right location and addressed by the most qualified service agent. Whether it’s an incoming call or a digital request, the Puzzel Platform offers the flexibility to manage it centrally or delegate it to the relevant facility based on staff availability and timing. 

Results: Elevating the guest experience

The implementation of the Puzzel Platform has empowered Ellery to establish a structured and efficient customer service management system. They can now seamlessly transfer customer queries to the right service agent while maintaining a high standard of communication with customers. This has not only increased their productivity but also improved their ability to deliver personalised service to each guest. Additionally, Ellery benefits from Puzzel's customisation features, allowing them to tailor views and dashboards to suit the company's unique oversight requirements. 

By centralising customer support for the entire ESS Group with the Puzzel Contact Centre while still enabling local staff to engage with customers directly, efficiency and customer satisfaction have increased significantly. This streamlined approach has allowed ESS Group employees to focus on what matters most - providing exceptional hospitality to their guests. Puzzel has provided ESS Group and Ellery Beach House with an enhanced user experience that is intuitive and easy for all employees to manage, resulting in an improved overall experience for customers. 

Filip Celander, Front of House Manager concludes: "By centralising customer support for the entire ESS Group with the Puzzel Contact Centre while still enabling local staff to engage with customers directly, efficiency and customer satisfaction have increased significantly. This streamlined approach has allowed ESS Group employees to focus on what matters most - providing exceptional hospitality to their guests."