SkiStar, the leading provider of Scandinavia’s five largest and most visited mountain resorts, offers year-round retreats for both winter and summer activities. Their locations span from Sälen, Åre and Vemdalen, to Hammarbybacken in Sweden, extending to Hemsedal and Trysil in Norway. SkiStar’s commitment to excellence extends beyond resort services to include ventures in hotel and property development.  

With an impressive annual distribution of 5.9 million ski and activity day cards for its visitors, and a significant digital presence that draws 33 million visitors annually, SkiStar was faced with the challenge of streamlining inbound customer queries for its staff and improving the digital experience for its visitors.

The solution

Previously, SkiStar relied on separate systems for its digital customer service, leading to time-consuming and inefficient operations. For them, it was essential to integrate the entire customer journey into a single unified system. SkiStar’s solution was the adoption of the Puzzel contact centre— a proven, user-friendly customer service platform. 

Puzzel offered a contact centre platform that allows for seamless management of customer interactions, enabling employees to handle all cases in real time without switching between different systems. 

Ellen Björnfot, Customer Service Manager at SkiStar, highlights the transformation: "The biggest difference after implementing Puzzel, is that we now log into and access all our data in one system." 

In addition to a reliable platform, it was crucial for SkiStar to receive support from Puzzel for both implementation and configuration. 

"Puzzel’s guidance was pivotal during implementation. Their collaboration and partnership ensured our increased efficiency and accessibility to our customers," says Ola Rådström, Head of Customer Experience and Digital Development at SkiStar. 

The results

Puzzel’s unified system has equipped SkiStar’s customer service team with a holistic view of customer interactions, fostering enhanced productivity and streamlined query resolution. 

The platform has not only simplified management but also enriched SkiStar’s customer service representatives with a comprehensive, readily accessible overview. This enhancement has significantly uplifted service quality, resulting in increased customer satisfaction.  

Rådström concludes: "Our successful collaboration with Puzzel, and their comprehensive omnichannel system, made them the ideal choice for our needs. Previously, we managed customer interactions through several different systems—telephone, email, and chat—which wasn't optimal. We needed a system that could handle everything, and Puzzel fits the bill perfectly.”