Nordic Leisure Travel Group (NLTG), a leading holiday provider in the Nordic region and home to well-known brands like Ving, Spies, and Tjäreborg, offers a wide range of holiday packages, flights, and cruises, handling close to 1.3 million bookings each year. When their outdated systems struggled to keep up, NLTG turned to Puzzel for a more flexible, scalable solution that could meet both current and future customer expectations. 

Background: Evolving from traditional to modern CX

In the early 2000s, NLTG operated over 95 travel agencies across the Nordic region, with only a small portion of sales happening online. Since then, the company has been on a digital journey, and now, over 90% of their sales come from digital channels, with a customer centre supporting around 1.4 million interactions each year. However, their on-premises system couldn’t keep up with this digital-first approach, prompting them to search for a more flexible solution.  

Solution: From on-premises to a unified cloud solution

With Puzzel’s cloud-based solution, NLTG combined its customer support functions across multiple countries into a single cloud-based contact centre—unifying staffing, reducing complexity, and creating a seamless customer experience. A Puzzel chatbot has also become an integral part of their support strategy, handling routine enquiries and allowing agents to focus on more complex cases. 

Terje Dahl, Head of Customer Centre at NLTG, notes: “Our previous solution was developing too slowly, which is why we needed a switch. Having a supplier who could provide modern technology, manage different systems, and maintain an ongoing dialogue with us was crucial.”  

Puzzel’s CRM integration allows NLTG to centralise all interactions, providing a 360-degree view of each customer journey. “Our CRM is now aligned with the entire customer journey—from the moment someone considers booking to when they return home,” says Mats Öberg, Domain Architect at NLTG. “Our industry has unique challenges with third-party integrations, but Puzzel enabled a seamless integration that works perfectly with our internal processes and business models.” 

Results: Improved efficiency and elevated customer satisfaction

Since implementing Puzzel’s solution, Nordic Leisure Travel Group has experienced transformative improvements across their customer service operations. For the first time in years, they now benefit from a stable, future-ready platform that supports their rapid growth and customer-centric goals. 

Key improvements with Puzzel include:

• Reduced average handling time: Due to increased operational efficiency, Puzzel’s platform has reduced Average Handling Time (AHT) —from 11.5 minutes to just 9 minutes—making their teams 22% more efficient.
• Increased customer satisfaction: The company has reached its highest customer satisfaction level ever. The Net Promoter Score (NPS) now stands at 57. This is a significant improvement from the previous target of 45-50.
• Enhanced chatbot performance: The introduction of Puzzel’s chatbot has further streamlined operations, improving efficiency by 33%. The chatbot now handles a larger volume of inquiries, reducing unnecessary and freeing up agents to focus on more complex cases. 

In summary, Puzzel’s solution has enabled NLTG to improve processing times, boost customer satisfaction, and simplify internal processes. This transformation has also made it easier to manage staffing. 

Terje Dahl, Head of Customer Centre, explains: "One of the biggest benefits is our reduced average handling time. This improvement has increased availability in our customer centre, allowing us to work more efficiently and, ultimately, deliver a better experience for our customers."

The way forward

Nordic Leisure Travel Group is set on an ambitious path for the future, actively partnering with Puzzel to enhance its customer service offerings. The company plans to use AI more extensively to streamline operations and improve responsiveness. Plans include a multilingual chatbot to support a broader range of customer inquiries and real-time translation for phone interactions, ensuring that language is never a barrier to quality service. Additionally, NLTG is looking to implement an AI-powered emailbot to enhance response times and efficiency across their email channel, making it easier to manage high volumes of inquiries while maintaining a high standard of service.