About HELP

HELP Forsikring is a Nordic pioneer in legal expenses insurance, helping customers get expert legal support during disputes. Its customer service team is the first point of contact for people in complex, emotionally difficult situations, bridging the gap to HELP's in-house lawyers.

The challenge

Legal expenses insurance is complex, and HELP's growth means constantly keeping up with new products, product variants and partners. Agents must also balance empathy with accuracy — it's important customers don't misunderstand the legal advice they're given, and can be disappointed when a case can't be resolved the way they hoped. 80–90% of enquiries relate to an active case, often emotionally charged. Before Puzzel, HELP had cobbled together low-cost telephony that never quite fit. “We had a lot of cheap solutions, and cost was always the most important factor,” says Håvard Sire, Head of Customer Service. “We kept ending up with halfway-good solutions.”

Choosing Puzzel and NetNordic

HELP needed a flexible platform, not a rigid package — and just as importantly, a partner who understood the Nordic market. Puzzel's Nordic roots and NetNordic's local presence meant HELP could get hands-on support from people who knew its business, rather than a supplier managing the relationship from a distance. “NetNordic has never talked about itself as a supplier, always as a partner,” says Håvard. “They've taken the time to understand what we do and what we need, and give us advice based on that, not on which supplier pays them the best margin.”

A live launch mid-pandemic

HELP's go-live with Puzzel Contact Centre landed in March 2020, just as Covid sent the whole team home. After 45 minutes of training, the whole team was running remotely with no disruption throughout the pandemic.

“It was proof of a system built for the people who actually use it — the main reason we chose Puzzel, and why we're still with them.” - Håvard Sire, Head of Customer Service, HELP

Robert Aaslie of NetNordic calls this “the Nordic way”: staying close to the market and prioritising real implementation over pilots that never go live.

AI that supports people, not replaces them

For Håvard, AI and people excel at different things, and leaning on only one would be a mistake. “I have heard of companies where Customer experience dropped significantly at companies that tried to automate customer service completely.” he notes, many are now rehiring.

So when HELP went live with Puzzel, it was important to use automation for the repetitive, mundane tasks, freeing agents to focus on the more complex, emotive conversations that need a human touch — especially as customers increasingly arrive with AI-generated, not always correct, legal opinions in hand.

Live Summary: earning trust before speed

A number of years after the successful launch of Puzzel Contact Centre, HELP introduced Live Summary — going live in June — to build on that same foundation.

It automatically captures and structures notes from conversations; agents review and edit each summary before saving. An internal survey found everyone using it saves time — but quality is what HELP cares about most. “The time saving is a bonus. Saving time has no value if the quality gets worse,” says Håvard. In hindsight, he'd mandate its use for every conversation: “Almost without exception, our internal timewasters trace back to conversations where no notes exist because the tool wasn't used.”

Extending the toolkit

Conversational Intelligence analyses call transcripts to reveal where customer frustration runs highest. Quality Management is being rolled out with agents owning their own AI coach, inviting managers to review specific calls: “it takes the pressure off,” says Håvard.

Sire credits NetNordic's implementation methodology and Puzzel consultant Miriam's hands-on push as key to strong adoption: “Miriam would give us homework... daring to push us has mattered a lot.”

The results

Customer service contacts fell 16.9% (2024–25) and a further 6.25% (2025–26), despite continued business growth. HELP now has more capacity for improvement work and less recruitment pressure than before 2024.

Although HELP cannot attribute its successes to Puzzel alone, it has seen several reinforcing improvements since the initial go-live of Puzzel, including:

• Outsourcing invoicing and accounts receivable, freeing advisors for core legal work

• Investing in customer service technology, including Puzzel

• Recruiting law students part-time for peak capacity and a talent pipeline

“The results we see today are not the outcome of one specific technology or initiative,” Håvard says. “They are the result of a long-term commitment to continuous improvement... Puzzel has been an important part of that journey.”

Other positive signals: fewer repeat contacts on open cases, a downward trend in sickness absence, and strongly positive survey results on Live Summary.

An unexpected result

What surprised Håvard most wasn't performance, but internal excitement: “People from admin and management were down here almost every day, wanting to see it... having a tool that also feels a bit cool matters more than people think.”

Looking ahead

Asked what ties the partnership together, Sire keeps returning to one word: trust.

“Summed up, I think it comes down to trust.” - Håvard Sire, Head of Customer Service, HELP

For HELP, that means partners honest about what a product can and can't yet do, willing to push back, and closely engaged with the Nordic market as both companies keep growing.