To case overview
Fjordkraft
Energy & Utilities
Fjordkraft: How Norway's Largest Electricity Supplier Delivers Award-Winning Customer Service.
Morgan Sandberg
Customer Marketing Director
Fjordkraft kundeservice

Fjordkraft, Norway’s largest electricity supplier, provides both electricity and mobile services to private homes and businesses of all sizes. Renowned for its exceptional customer service, Fjordkraft has earned numerous awards for its commitment to customer satisfaction. We caught up with Irene Fauskanger, Director of Customer Service at Fjordkraft, and her team in Bergen to discover the strategies behind their top-tier service and how they continue to exceed customer expectations. 

 

Becoming Norway’s most attractive electricity supplier

Fjordkraft’s mission is clear: to be Norway’s most attractive electricity supplier. They aim to achieve this by being trusted advisors who offer valuable insights, smart solutions, and easy ways for customers to save on electricity. 

Irene Fauskanger, Customer Service Director, 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.” 

Fjordkraft is committed to evolving alongside customer expectations. They strive to be present wherever customers are, whether through phone or digital channels. The company’s focus is also on simplicity, ensuring that interacting with Fjordkraft is as easy as possible. Eirik, Head of Operations and Development at the customer centre, shares: “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

To ensure both stability and flexibility, Fjordkraft relies on Puzzel’s cloud-based CX solution and Workforce Management tool. 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.” 

He emphasises the benefits of being in the cloud, which provides flexibility to work from different locations and ensures up-to-date software. He also highlights the simplicity of Puzzel: “My favourite thing about Puzzel is its simplicity – it’s something we really appreciate at Fjordkraft.” 

Rebecca Heggholmen, Workforce Planner and Traffic Controller, praises the user-friendly nature of Puzzel’s Workforce Management tool. She uses it to manage working hours, handle holiday requests, and more, all while observing how the tool enhances satisfaction for both employees and customers. 

Empowering agents to deliver exceptional service

Fjordkraft operates two contact centres that manage a wide range of enquiries. At the heart of their strategy is a strong commitment to skills development, ensuring their agents have the expertise and confidence to thrive in their roles. 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.” 

Geir also points out the value of Puzzel’s robust reporting capabilities: “The reporting gives us a solid foundation for measuring and improving the performance of our customer centre. Overall, Puzzel ensures that our customers receive the best possible service every time they contact us.”

Award-winning customer service

Fjordkraft’s commitment to improving customer service is reflected in their impressive results. They have significantly reduced phone queue wait times from an average of 3 minutes and 32 seconds in 2023 to just 58 seconds today. Customer satisfaction has also risen to an exceptional 92.4 compared to 90.7 in 2023. Additionally, traffic has been reduced by 43% in the same period. 

Looking ahead

Fjordkraft’s vision for the future is clear: they will continue to lead in delivering customer service of the highest quality. Additionally, the company sees significant potential in artificial intelligence, which they are eager to explore further to enhance their service offerings. 

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.” 

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
Eirik,
Head of Operations and Development at the Customer Centre

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