Customer Service
PostNord
Digitalisation of customer service with 2 million annual inquiries
ChallengeSolutionResult
Challenge
Millions of inquiries and a need for digitalisation
Approx. 2 million annual inquiries, often about delayed parcels. Many calls, high costs and limited ability for instant resolution.
Solution
Digitalisation strategy with concrete initiatives
A digitalisation strategy with new technologies such as chatbots, interactive email forms and AI-based parcel prediction.
Result
30% email deflection
Up to 40% reduced AHT
AI-based parcel prediction
Many inquiries moved to self-service
High knowledge and competence level in all service situations
Customer service and support: What are the requirements?
Download our requirements specifications