Sparebanken Sør, one of the largest regional savings banks in Norway, aims to become the front runner in customer service within the financial sector. Offering a comprehensive range of services, from daily banking to insurance and mortgages, Sparebanken Sør is dedicated to exceeding today’s customer expectations. We sat down with the team in Kristiansand to learn about their transformative journey from a traditional bank to a modern institution, placing customer experience at the heart of their strategy. 

Background: The need for a unified solution

A few years ago, Sparebanken Sør found themselves at a crossroads. Eager to elevate their customer experience offerings, they recognised that their existing contact centre solution lacked the functionality needed for the digital era. Kristian Stormyr, Head of the Contact Centre for the private market, described their need for an integrated system that could unify customer service channels, enabling seamless journeys for their customers. "We wanted to build a modern contact centre and had to look for something completely different: a system that could capture the entirety of our customer journeys," he said.

The bank needed a solution that would provide deeper customer insights, amplify operational efficiency, and ensure connectivity across all customer touchpoints, including phone, chat, and email.

Solution: Implementing Puzzel's cloud-based contact centre

After thoughtful consideration, Sparebanken Sør found the perfect fit in Puzzel’s cloud-based contact centre platform. Their choice was driven not only by its user-friendly and holistic setup but also by Puzzel’s comprehensive understanding of customer service. Kristian Stormyr explains: "We chose Puzzel because we needed a provider that truly supports our vision of delivering excellent customer service. We also chose Puzzel because they genuinely understand what excellent customer service is." 

Puzzel's cloud-based omnichannel solution enables seamless management of customer interactions, whether by phone, email, or chat. This has resulted in a more efficient and satisfying customer experience. Maja Bang-Myrstad, Team Leader at the contact centre, says: "Puzzel empowers us with simplicity in our daily operations, providing full visibility of everything happening across the customer center and at the agent level." 

Additionally, as the bank grew, Sparebanken Sør has integrated various solutions from Puzzel, including Workforce Management and Customer Insight, further streamlining their processes. 

Results: Boosting a CSAT score of 92%

With Puzzel as a central part of their contact centre strategy, Sparebanken Sør has seen significant improvements in both customer and employee satisfaction. Puzzel’s platform makes it easy for customer service representatives to handle interactions, and the user-friendly design allows staff to focus on delivering excellent service, reducing technical complexity. 

Operational efficiency has increased significantly, leading to shorter waiting times for customers and higher employee satisfaction. Morten, Head of Insurance at Sparebanken Sør, highlights the efficiency of Puzzel's Workforce Management tool: "It’s a fantastic tool for creating staffing schedules and planning far ahead, ensuring maximum efficiency in the contact centre at all times." He adds: "We actively use Customer Insight to track customer satisfaction levels and identify areas of improvements." 

Thanks to their commitment, Sparebanken Sør was named Norway's third-best contact centre in finance in 2023. Additionally, they recently set a new record for customer satisfaction with a CSAT score of an impressive 92%. 

Kristian highlights: “I’m incredibly proud of our agents who are determined to help our customers every day. Additionally, I’m proud of our transformation from a traditional bank to a modern institution with a state-of-the-art contact centre.” 

The way forward

Sparebanken Sør has big ambitions for the future. They have already added several of Puzzel’s solutions and plan to continue developing their services. Kristian Stormyr concludes:  "The world is evolving, and we are committed to evolving with it. We are very proud of how far we have come with Puzzel as our partner, and we look forward to achieving our goal of becoming the best in customer service in the financial sector."