Customer case - PostNord

‍The challenge

Today, Postnord has approximately 2 million customer inquiries annually. When customers call, it is often because something has gone wrong in relation to their parcel delivery. It gives a lot of calls and emails, costs resources and does not necessarily create a good customer experience, as you cannot always clarify where the package is and when it arrives.

The situation called for a project for actual digitization of customer service, which could create a foundation for the customer service of the future and utilize new technologies such as chatbots, interactive email forms, prediction to support customer inquiries about packages, etc.

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The solution

‍In close cooperation with the customer service team, we developed a digitization strategy with very specific digital initiatives that could deflect customer inquiries in a new digital way. We subsequently helped with training agents in customer service for the application of the new technologies.

The result

• Has achieved 30% deflection on emails by new intelligent contact form for written inquiries
• High level of knowledge and competence brought into all service situations
• Has moved many customer inquiries to self-service with a new proactive App
• Introduced AI based prediction on parcels = better and shorter service for customer inquiries
• Structured approach to knowledge sharing across channels and has led to reduced AHT on phones by up to 40%

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