As Denmark’s largest integrated energy and telecoms group, Norlys is dedicated to delivering exceptional service across its diverse portfolio of energy, telecom, and green energy solutions. Serving 3.5 million customers under three different brands, Norlys prides itself on providing accessible and reliable support while driving sustainability and innovation. To meet these goals, Norlys turned to Puzzel to streamline customer service and enhance efficiency. 

From fragmented systems to a unified solution

Norlys’s rapid expansion brought a unique challenge: managing diverse customer interactions across multiple channels—phone, email, and chat—while streamlining workflows and enhancing service quality. To address this, Norlys made the bold move to replace its heavy, outdated hardware and discontinue five separate telephony systems, consolidating everything into Puzzel’s cloud-based contact centre platform. This shift not only reduced complexity but also allowed Norlys to handle all customer inputs—regardless of channel—through one reliable system. 

“By bringing all our customer inputs into Puzzel’s unified system, we’ve been able to start getting a better picture of the journey our customers are experiencing. We couldn’t do that before, and that’s important to us,” says Pernille Storgaard, Senior Director at Norlys. 

This consolidation enabled Norlys to gain deeper insights into customer behaviour and preferences. With all channels integrated into a single platform, they can now analyse interactions holistically and optimise workflows for improved efficiency. This unified approach supports Norlys’s vision of delivering a seamless and connected experience across its brands and touchpoints. 

Adding AI for efficiency

To further streamline operations, Norlys implemented Puzzel’s AI-powered tools, including Chatbot and Voicebot, to handle high volumes of inquiries. 

The AI solutions automate workflows by gathering initial information, identifying customer issues, and resolving simpler queries autonomously. For more complex cases, the bots seamlessly escalate to the appropriate employee, ensuring both speed and precision. 

The results speak for themselves: Puzzel’s Chatbot resolves 82% of incoming chats independently, reducing agent workloads while providing customers with faster responses. 

“In other situations, we’ve fully automated trivial tasks. For instance, if a customer wants to know how to return their Wi-Fi router, the chatbot provides the return address and step-by-step instructions. This ensures our agents can focus on more complex inquiries, ultimately saving time and leading to happier customers,” explains Martin Wickings, Head of Data Science & AI at Norlys 

Driving change with a customer-first focus

Norlys’s partnership with Puzzel reflects their ongoing commitment to innovation and customer-centricity. By combining a unified contact centre solution with cutting-edge AI tools, Norlys has achieved:

• Reduced complexity by managing all customer inputs in one system.
• Improved efficiency with AI-driven workflows, including an 82% Chatbot resolution rate.
• Better insights into the customer journey, enabling continuous improvement. 

"With Puzzel, we've become far more agile in making necessary system changes. This was critical during the energy crisis, allowing us to quickly and flexibly adapt our staffing setup. Tasks that used to be cumbersome and time-consuming, like onboarding new agents, can now be done in moments. The same goes for updating voicemail messages or making other adjustments—it's simple and efficient," concludes Pernille.