Real-World Case Studies and Customer Success Stories with Puzzel

Puzzel Conversational Intelligence helped JFM improve customer satisfaction by 62%. JFM is Denmark’s second-largest privately owned media company. They used AI to analyze and standardize conversation...s in their contact centre. The focus was on empathy and positive language. This led to better customer experiences and stronger relationships. JFM handles 2.7 million contacts each week with 1,700 employees.
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Puzzel Conversational Intelligence helps Rejsekort, Denmark’s national electronic ticketing system, improve customer communication and reduce call volumes. Rejsekort used AI to analyze customer inter...actions and refine external messages. After sending a notice to 214,000 pensioners, only 0.6% of calls referenced the message, showing clear communication. The solution led to a 12% reduction in calls and a 15% decrease in call duration. This lets agents focus on complex needs and improves customer experience.
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Puzzel Conversational Intelligence helped DSB, Denmark’s national railway operator, improve customer service. DSB used AI to analyze customer interactions and understand pain points. Customer sentime...nt rose from 43.7% to 58.8%. Tagging accuracy increased to 95–98%, saving 400 hours a year. DSB now uses data to make better decisions and improve digital services.
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Puzzel helped Lifeplus move to a cloud-based contact centre. Lifeplus needed agents to work from home and wanted to improve customer service. Puzzel’s platform let their team work from anywhere and b...oosted teamwork. Lifeplus now uses a hybrid work model and a universal queue for better support. Their CSAT score reached 94.8%, and most sales now come through the contact centre.
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Puzzel helped JYSK unify customer service across 21 contact centres in Europe. JYSK used Puzzel’s cloud platform and AI tools to handle over 3.5 million inquiries each year. Speech Analytics from Puz...zel identified call inefficiencies and improved agent training. JYSK achieved a CSAT score of 4.6 out of 5 for phone support. The solution let JYSK offer consistent, high-quality service in every market.
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Puzzel Conversational Intelligence helped ApoEx, a Swedish pharmacy for healthcare providers, build an in-house contact centre. ApoEx used AI-powered conversation analysis to improve agent training a...nd knowledge sharing. In one month, agents reduced information searches by 50%. Call wait times dropped by 35%. The company also reduced full-time employees by 3.5. ApoEx improved efficiency and service quality with faster, more accurate responses.
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Puzzel Conversational Intelligence helped Victoriahem improve customer service for thousands of tenants in 33 cities. The company used AI-driven insights to make conversations more empathetic and cle...ar. Agents focused on welcoming introductions, empathy, and positive language. Victoriahem saw a 20% increase in customer satisfaction. Agents felt more confident and handled calls better.
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Puzzel helped the National Residential Landlords Association (NRLA) move to a unified, cloud-based contact centre. NRLA faced slow response times and poor integration with their old system. With Puzz...el, they now offer omnichannel support and better agent tools. Email response times improved by 86%, dropping from 35 hours to 5 hours. Call wait times fell by 35%, and they reduced full-time staff by 3.5. Member satisfaction and productivity increased.
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Puzzel Conversational Intelligence helped Folkspel, a Swedish non-profit lottery, find out why customers cancel subscriptions early. They used AI to analyze sales and customer service calls. This let... them improve sales scripts and align communication. Folkspel saw a 20% increase in customer satisfaction, a 44% rise in win-back attempts, and a 20% drop in costs. The solution helped them keep more customers and support their mission.
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Puzzel Conversational Intelligence helped Lyreco cut call volumes by 12% and call duration by 15%. Lyreco used AI-driven insights to track sales inquiries and spot trends. The solution showed that 24...% of calls were about orders, 19% about self-service, and 19% about delivery. Lyreco improved knowledge sharing and made it easier for sales teams to get answers. This led to fewer repeat calls and faster responses for customers.
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Puzzel Conversational Intelligence helped Telmore, a Danish telecom provider, automate call tagging for its 80 customer service agents. Manual tagging took over 400 hours each month and was inconsist...ent. With AI-driven automation, Telmore now saves 400 hours monthly. Agents spend more time helping customers and less on repetitive tasks. The solution improved call quality and customer experience.
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Puzzel helps Fjordkraft deliver top customer service. Fjordkraft uses Puzzel’s cloud-based CX solution and Workforce Management tool. The platform connects with customers by phone, chat, email, and s...ocial media. Agents use Puzzel to manage work hours and requests. The tools make it easy for agents to help customers. Fjordkraft wins awards for customer service with Puzzel.
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Puzzel's cloud-based contact centre helped Nordic Leisure Travel Group modernize customer service. The company unified support across countries and added an AI Chat Agent. Average handling time dropp...ed by 22%, from 11.5 to 9 minutes. Customer satisfaction rose to an NPS of 57. Efficiency improved by 33% with the new chatbot. The solution made staffing and customer journeys easier to manage.
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