With more than 25 years in the language industry, Språkservice is the largest interpreting and translation agency in Sweden. Handling thousands of assignments daily for both public and private sectors, they offer a wide range of language services, including conference interpreting and transcription. Språkservice’s extensive network includes more than 3,500 active interpreters and translators, covering more than 200 languages and dialects, ensuring high-quality and efficient language services around the clock. 

Background: A need for greater flexibility and efficiency

Despite their extensive experience and resources, Språkservice faced operational challenges. Managing approximately 2,500 assignments and 500 calls every day, they recognised the need to enhance their service levels and customer satisfaction. The primary challenge was to improve the system administration's flexibility and efficiency without relying on external suppliers. To continue delivering high-quality service, Språkservice set a clear goal: to streamline operations and provide even better service to their clients. 

Solution: Implementing a modern cloud platform

To address these challenges, Språkservice partnered with Puzzel. Puzzel's modern, user-friendly contact centre solution, equipped with open APIs, was perfectly suited to Språkservice’s needs. The solution offered quick support, flexibility, and seamless integration with their existing business systems.   

A key focus of the integration was improving the management of phone calls and emails. By streamlining incoming cases with their internal business systems, Språkservice could prioritise urgent and important matters more effectively. 

Results: Improved efficiency, reduced costs, and enhanced customer satisfaction

The implementation of Puzzel's omnichannel contact centre solution has led to significant improvements in Språkservice's operations and customer service.  

With Puzzel, Språkservice has greatly enhanced operational efficiency by seamlessly integrating with their internal business systems. This integration allows customer service staff to quickly access relevant information, streamlining case handling and improving response times. The automation of email management, including smart categorisation and automated responses, has drastically reduced manual processing time, enabling faster response times for both phone calls and emails. This improvement has directly contributed to higher customer satisfaction. 

By automating and streamlining email management, Språkservice has halved the time spent on handling emails. Previously managing up to 400 cases via email daily, the workload has now been reduced by 50%. This efficiency gain has streamlined operations and allowed the team to focus on more complex tasks. 

Additionally, the increased operational efficiency has enabled Språkservice to reduce the need for customer service staff by 60% without compromising service quality, leading to significant cost savings. 

The flexibility of Puzzel’s solution also empowers Språkservice to quickly implement changes and improvements independently, saving time and providing greater control over their business operations.

Looking ahead

Building on the success of their current improvements, Språkservice is looking to further enhance their customer experience by implementing a chatbot. This future development aims to reduce the load on customer service by automating routine tasks such as bookings and cancellations, and answering frequently asked questions. By continuing to leverage Puzzel's advanced solutions, Språkservice is poised to maintain their position as a leader in the language services industry, delivering exceptional service to clients across various sectors. 

Henrik Nävstrand, Operations Manager at Språkservice, sums up the impact of Puzzel's integration: "Thanks to Puzzel, we’ve greatly improved our email handling by identifying key details such as email addresses, subject lines, and text content. By using various parameters, we’ve streamlined the process and halved the time spent on email management. We can now effectively categorise emails, allowing different team members to easily manage specific customer service cases like invoices, bookings, or urgent matters.”