Customer case - PostNord

Customer service

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.

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%


Customer service and support: What are the requirements specifications?

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