Denmark’s largest DIY store operator uses Puzzel
to fix things for customers

The Bauhaus customer service centre in Denmark had its busiest year to date in 2021, receiving more than half a million customer enquiries. Puzzel has delivered a contact centre solution that has optimised customer service at Bauhaus during the global pandemic, and in the process has created a significantly better flow for customers, who receive quick and clear responses to their enquiries.

Background

Denmark’s largest DIY store operator, Bauhaus, is well represented throughout the country, with 19 physical stores and an extensive online store. Every day, Danes shop for materials and tools for building projects, large and small, around the home and in the garden, both in-store and online.

The Bauhaus customer service centre, which employs 45 people, receives enquiries on a daily basis by phone, web chat and email through Puzzel’s contact centre solution. In 2019, the customer service centre received around 300,000 customer enquiries, but with the pandemic that figure has almost doubled.

“There are a lot of customers who want to get in touch with us. We’re very happy about that, but it’s also a significant undertaking. It requires us to have the right tools to handle the high volume of customer enquiries we receive because it should be easy to get in touch with us,” says Tommy Kolling, Head of Customer Service at Bauhaus.

The company has had to adapt to the growing demand for online retail services and customer contact during the pandemic. Over the course of 2021 it received more than 550,000 customer enquiries, meaning it requires an efficient, easy-to-use contact centre solution, with various integrations capable of handling all manner of customer enquiries.

Keep it simple

Bauhaus started working with Puzzel in 2019 with just one channel, Voice. Today, Bauhaus offers customers multiple channels, including; web chat and email functions, ticketing and SMS.

“We can produce a history of all enquiries, establish rules for managing incoming voice calls, chats and emails, and have it all integrated in the one solution. I can’t imagine how we would deal with 100,000 emails if we didn’t have Puzzel’s system.” says Tommy Kolling.

By bringing all the solutions together in one system, staff at the customer service centre have a good overview of enquiries received from customers, who in turn get simple and fast access to the company’s customer service process. And it is the customers’ experience of Bauhaus that is most important to Tommy Kolling:

“Keep it simple. That’s what matters. We don’t have nine different phone menus for customers to wade through. It should be easy to get in touch with us. What we always have to keep in mind is how we can create the best possible customer experience for those people who contact us, and how we can make things easy for our employees too. It’s that simple.”

With the prospect of a more normal working routine after several years of coronavirus restrictions, Tommy is looking forward to continuing to develop the Bauhaus customer service centre. He is convinced that Puzzel will continue to be the right partner, delivering new integrations that guarantee a good customer experience.