Customer Management Platform, centralises communication channels—SMS, email, social media and more
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Retail Case Studies and Customer Success Stories with Puzzel
JYSK
- Retail
- Very Large
Aarhus, Denmark
JYSK uses Puzzel’s Conversational Intelligence to improve customer service. AI-driven insights help JYSK spot trends and understand customer needs faster.... The solution supports agents and helps teams share insights across borders. JYSK aims for more personal, high-quality interactions with every customer. Real-time data helps them make smarter decisions and improve service quality.
JYSK used Puzzel’s cloud-based and AI-powered platform to unify customer service across 21 countries. The company handles over 3.5 million... inquiries each year with a team of 300+ agents. By implementing AI-driven speech analytics, JYSK improved efficiency, agent training, and customer satisfaction. Phone support remains a priority, with a CSAT score of 4.6 out of 5 for telephony. JYSK continues to optimise processes and empower agents for better customer experiences.
Lifeplus used Puzzel’s cloud-based contact centre to support hybrid work. The team moved from a basic phone system to an... omnichannel strategy. Agents can now work from home or the office. A universal queue improved teamwork and productivity. Most sales now come through the contact centre. Customer satisfaction reached 94.8%.
Family Fund
- Non Profit Organization Management
- Medium
York, UK
Family Fund used Puzzel CCaaS to replace their old on-premise contact centre. They faced slow systems, high costs, and trouble... supporting remote work. Puzzel's cloud solution gave agents a single view of customer records and improved reporting. The IT team can now manage the system easily and enable remote work. Managers get real-time data and insights, helping them spot trends and improve service.
Folkspel
- Non Profit Organization Management
- Medium
Sweden
Folkspel used Puzzel’s Conversational Intelligence to understand why customers cancel subscriptions early. They analyzed both sales and customer service calls... to find patterns and improve retention. With AI insights, Folkspel refined sales scripts, aligned messaging, and improved win-back strategies. This led to a 20% increase in customer satisfaction, a 44% rise in win-back attempts, and a 20% reduction in costs. The solution helped ensure quality and compliance in every customer interaction.
National Residential Landlords Association (NRLA)
- Non Profit Organization Management
- Medium
Manchester, UK
Puzzel helped the National Residential Landlords Association cut email response times by 85%. NRLA unified its contact centre channels with... Puzzel’s cloud platform. Members now get faster, more consistent support across voice, email, chat, and social. Call wait times dropped by 35%. NRLA reduced staffing needs by 3.5 FTEs while handling more service calls. Member satisfaction and operational efficiency both improved.
DSB
- Transportation/Trucking/Railroad
- Very Large
Copenhagen, Denmark
Puzzel’s Conversational Intelligence helped DSB, Denmark’s national railway, boost customer sentiment by 35%. The AI-powered solution automated call tagging with... up to 98% accuracy, saving over 400 hours each year. DSB gained deep insights into customer pain points and improved digital services. Managers now use data-driven insights to coach agents and improve conversations. The shift enabled DSB to move from reactive support to strategic, proactive customer service.
Rejsekort
- Transportation/Trucking/Railroad
- Medium
Copenhagen, Denmark
Rejsekort used Puzzel’s Conversational Intelligence to cut call volume by 12%. They also reduced average call duration by 15%. The... team analyzed real customer interactions to improve external communication. By monitoring how notices impacted call topics, they made messages clearer. This helped customers find answers without calling support. The approach made support faster and more efficient.
Utilities Case Studies and Customer Success Stories with Puzzel
Wave
- Utilities
- Medium
Peterborough, UK
Wave used Puzzel to fix problems with their old customer experience platform. They had slow email handling and system outages... before. With Puzzel, they switched platforms in five months with no drop in call handling. Callback queuing and real-time dashboards improved customer journeys and team accountability. Employee morale rose, and leaders gained better insight into performance. Wave now recommends Puzzel to others for customer experience improvements.
Puzzel’s CX platform powers Fjordkraft’s award-winning customer service. The company cut average call wait times from 3 minutes 32 seconds... to just 58 seconds. Customer satisfaction rose from 90.7 to 92.4, while overall traffic dropped by 43%. Fjordkraft uses Puzzel to simplify contact across phone, chat, email, and social media. Their multi-skilled advisor model and AI chatbot help agents deliver fast, human support.
Media Production Case Studies and Customer Success Stories with Puzzel
JFM
- Media Production
- Large
Denmark
Puzzel's Conversational Intelligence helped JFM boost customer satisfaction by 62%. JFM unified calls, emails, and CRM data in one platform.... AI-driven coaching tools improved agent empathy and communication. Average handling time dropped by nearly two minutes. Sales performance rose by up to 19% in a quarter. Newsletter opt-ins increased by 13.5%.
Hospitality Case Studies and Customer Success Stories with Puzzel
Nordic Leisure Travel Group
- Hospitality
- Large
Stockholm, Sweden
Puzzel helped Nordic Leisure Travel Group unify customer support across countries with a cloud-based contact centre. The company reduced average... handling time by 22%, from 11.5 to 9 minutes. Customer satisfaction reached a record NPS of 57. Efficiency improved by 33% with the AI Chat Agent handling more routine inquiries. Puzzel’s CRM integration gave a full view of each customer journey. Nordic Leisure Travel Group now manages staffing and customer service more easily.
Real Estate Case Studies and Customer Success Stories with Puzzel
Victoriahem
- Real Estate
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 clear. 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.
Banking Case Studies and Customer Success Stories with Puzzel
Sparebanken Norge
- Banking
- Medium
Trondheim, Norway
Puzzel helped Sparebanken Norge improve their customer service. The bank wanted to be the best in the financial sector for... customer support. Puzzel provided tools to help them reach this goal. The story shows how the right technology can make a difference in banking. Sparebanken Norge now delivers better service to its customers.
Consumer Goods Case Studies and Customer Success Stories with Puzzel
Lyreco
- Consumer Goods
- Very Large
Marly, France
Lyreco used Puzzel’s Conversational Intelligence to improve sales team efficiency. AI-driven insights helped Lyreco cut call volumes by 12% and... call duration by 15%. The solution tracked common sales inquiries and identified knowledge gaps. Sales reps now access information faster and need fewer repeat calls. Knowledge sharing and internal communication improved across teams.
Telmore used Puzzel’s Conversational Intelligence to automate call tagging. This saved 400 hours each month for their 80 customer service... agents. Manual tagging was slow and inconsistent, making it hard to track customer needs. With AI-driven tagging, agents now focus more on helping customers. The solution improved call quality and made workflows more efficient.
Puzzel’s Conversational Intelligence helped ApoEx, a Swedish pharmacy, cut information searches by 50%. The company brought customer service in-house and... needed to train new agents quickly. With AI-powered conversation analysis, agents learned from real calls and improved their skills. ApoEx also reduced call wait times by 35% and lowered staffing needs by 3.5 FTEs. The team now answers questions faster and with more confidence.
