Fjordkraft, Norway’s largest electricity supplier, delivers electricity and mobile services to homes and businesses across the country. Renowned for its award-winning customer service, the organisation continually evolves its approach to meet changing customer expectations. At the heart of Fjordkraft’s ethos is a belief that great service comes from making things simple - a philosophy reinforced in their Elevate 2026 presentation, where leaders highlighted how simplicity, human connection, and smart technology combine to create exceptional experiences. 

Becoming Norway’s most attractive electricity supplier

Fjordkraft’s mission is clear: to be Norway’s most attractive electricity supplier by offering trusted advice, smart solutions, and easy ways to save on electricity.  

Director of Customer Service, Irene Fauskanger, explains: “In many ways, customer service is the heart of the company. Through close dialogues with our customers, we gain a deeper understanding of their needs, which helps us continuously improve our products and services.”  

Their commitment to simplicity and presence across channels- whether phone, chat, email, or digital self-service - remains core to their strategy. 

During Elevate 2026, Fjordkraft expanded on this vision, highlighting their guiding principle: ‘customer service becomes best when we dare to make it simple.’ This means reducing friction, ensuring contact is effortless, and removing barriers such as complicated IVRs.  

As Eirik, Head of Operations and Development, explained, “At Fjordkraft, simplicity is a core value. It should be effortless to be a Fjordkraft customer, and it should be just as easy to get in touch with us when needed.”  

Puzzel: The backbone of customer service success

Puzzel’s cloud-based CX platform and Workforce Management system remain central to Fjordkraft’s operations. As Eirik, Head of Operations and Development at the Customer Centre, explains: “Puzzel is the engine of our business. It’s the vital link between our customers and us – whether it's through phone, chat, email, or social media.” 

 Puzzel’s simplicity is especially valued, aligning perfectly with Fjordkraft’s commitment to making life easy for customers. 

Beyond the core platform, Fjordkraft has reduced supplier complexity by consolidating tools such as satisfaction measurement and WFM into Puzzel. This simplification has saved both time and cost while enabling faster adjustments to queues, SLAs, notifications, and customer communications - all essential for maintaining responsiveness in a fast-changing market. 

Empowering agents through smart tools, training & AI

Fjordkraft operates two contact centres with a strong focus on agent empowerment. Skills development, coaching, and advisor wellbeing are central priorities. Irene emphasises: “We work closely with our customer advisors to make sure they have all the resources and support they need to succeed. When our advisors thrive, it directly translates into a better experience for our customers.”   

Geir Bredal, Head of Customer Service and responsible for sales and service, further elaborates on the impact of this focus on training and development: “Our employees are passionate about service, and they bring that passion into every interaction. They focus on both service and quality in every single customer conversation, always striving to exceed expectations and ensure a positive outcome.”   

A major recent enhancement is the introduction of an internal generative AI chatbot - an intelligent ‘buddy’ sitting over Fjordkraft’s knowledge base. This tool instantly surfaces instructions, routines, training material, and certifications, ensuring advisors always have the right information at their fingertips. This innovation supports Fjordkraft’s multi-skilled advisor model, where every agent is trained to handle all brands (Fjordkraft, Trøndelag Kraft, Fjordkraft Mobil) and all channels. 

This multi-skilled framework allows Fjordkraft to activate resources dynamically across channels and enquiry types, stabilising both customer satisfaction and cost efficiency. It also underpins their ‘zero-zero vision’: zero customers in queue and zero advisors standing idle - a perfect balance between service quality and operational control. 

Making contact simple: The "Dare to Make it Simple" Philosophy

Eirik articulated Fjordkraft’s belief that it is not the customer who should make things easy for Fjordkraft - Fjordkraft must make it easy for the customer. This philosophy drives decisions such as avoiding complex phone menus, keeping numbers visible, and ensuring customers never feel pushed toward self-service before human support. The goal is that the first experience is always a warm welcome, not navigation friction. 

Their customer feedback data reinforces this approach. Word cloud analysis from 2026 shows the most common word customers use to describe Fjordkraft is simply ‘nice’ - a testament to the human warmth advisors bring to every conversation. 

A structured model for managing customer demand

 To manage workload while preserving service quality, Fjordkraft uses a three-tier model: the ‘need-to-do,’ ‘should-do,’ and ‘could-do’ framework. ‘Need-to-do’ covers urgent enquiries requiring immediate attention. ‘Should-do’ includes messages (e.g., email, social media) where the customer accepts a short wait, but not long enough for frustration to build. Finally, ‘could-do’ includes proactive outreach that adds value without time pressure. 

One of the most successful ‘could-do’ initiatives is outbound welcome calls to new customers. These calls ensure customers understand their electricity agreement, billing setup, and digital tools - creating measurable improvements in retention, reputation scores, and customer lifetime value.

Award-winning customer service

Fjordkraft’s focus on human connection, simple processes, and smart technology has delivered impressive results. Average call wait times dropped from 3 minutes and 32 seconds in 2023 to just 58 seconds. Customer satisfaction climbed from 90.7 to 92.4, and overall traffic reduced by 43% - clear evidence that their model works. 

Looking ahead

Fjordkraft remains committed to evolving with customer expectations and technological advancements. AI plays an increasingly vital role, offering new ways to support advisors and improve service. But the heart of Fjordkraft’s strategy remains the same: keep things simple, keep things human, and continue inspiring customers, employees, and partners alike. 

Irene concludes: “We will remain at the forefront of customer experience. Puzzel is a key partner for us, providing not only stability but also helping us develop innovative solutions that propel us forward.”