Sergel is a leading credit management agency based in Stockholm, Sweden, operating across the Nordics and Baltics. The company works with over 850 businesses in transaction-intensive industries like utilities, banking, and finance, helping them manage every stage of the credit process. This includes assessing credit ratings, managing payments, and collecting debts.

In February 2021, Sergel partnered with Puzzel to enhance its customer service and future-proof its rapidly growing business. Since then, Sergel has achieved faster handling times, improved agent satisfaction, and gained the ability to react quickly to emerging CX trends.

We spoke with Mikael Nilsson, Personnel Planning Officer, and Emma Westlund, Channel Support Manager at Sergel, to learn more about the journey.

Background: The need for a flexible solution

Sergel’s commitment to customer retention sets them apart. The company works hard to provide flexible credit solutions that work for all parties, and seamless customer service is a critical part of that mission. To meet these goals, Sergel needed a modern, adaptable contact centre platform capable of evolving with customer needs.

“We want to serve our customers in the best way possible. That’s why it’s important we have the best tools,” Mikael explained.

Emma added: “We needed a new supplier who we could partner with to develop new functionalities and future-proof the service we provide. Our aim was to find a product with new functions, reliable delivery, good SLA (service level agreement) levels, and a competitive price."

Solution: A local CX partner

With operations across Sweden, Norway, Finland, Denmark, Lithuania, and Latvia, Sergel required a solution that could work seamlessly in multiple markets. Each country has its own regulations, so they needed a partner that could support local needs. That's when they decided to go with Puzzel.

“We needed a system that worked in all four Nordic countries, so we could work closely with our service provider and develop each site and country together,” Emma said. “Each country has different regulations that we need to consider.”

“We chose Puzzel because it’s an innovative solution that can be developed with us moving forwards. Puzzel is cloud-based, so we can easily integrate the solution with existing and future systems.”

Results: Unified communications and enhanced agent experience

Since transitioning to Puzzel, Sergel has streamlined both its customer and agent experiences. By unifying voice and web chat interactions into a single platform, agents no longer need to switch between systems, reducing resolution times and improving efficiency.

“The change we’ve seen at Sergel is a better customer journey for our customers when they contact us by phone and via chat. We also have better working tools for our employees,” Emma explained.

“Our strength is our employees – the people who deal on a daily basis with our customers. They are solutions-oriented and always act in the best interests of our customers. Puzzel has a good user interface that makes it easy to reply to inbound calls and chats. We also have a knowledgebase that we can use internally to search and find information we need in our daily work.”

Mikael added: “The advantage of Puzzel is that we can adapt it constantly to our needs on a daily basis. We can quickly go into any case and make adjustments according to the dialogue. We also use the statistics generated in the system to decide what training and support is needed for our staff.”

The way forward

With Puzzel’s Customer Service solutions, Sergel can continuously adapt to customer expectations and improve the experiences of both their clients and staff. Unifying communication channels has already reduced handling times and boosted agent satisfaction, setting the stage for future growth.

“In the future, we want to open new channels for our customers and give them the customer experience they deserve. At the same time, we want to make sure our employees have a comfortable working environment and very good tools,” Emma said.

“Puzzel is the service provider that can help us on this journey.”