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Scandinavian Airlines Case Study

The Puzzel contact centre solution delivers consistent service to SAS customers throughout Scandinavia.


1300+ destinations
Transports over 27.2 million
passengers annualy
100+ calls per day handled

The requirement

Scandinavian Airlines (SAS) wanted a cloud-based solution to create a single, pan-Nordic cloud contact centre to deliver the highest quality of service to customers, with maximum cost efficiency to the business.

The solution

SAS created a virtual contact centre that spans Sweden, Norway and Denmark. The Puzzel (formerly Intelecom’s contact centre entity) solution’s flexibility enables all enquiries to be managed using a variety of options to suit the customer – TelephoneEmail and SMS.

“We decided to invest further in the Puzzel platform by upgrading and expanding it across all three countries to create one single, standardized contact centre. Based on our previous and very positive experience of using Puzzel’s contact centre solution, we felt confident it was the right solution for our overall mission to provide the best value for time and money to Nordic travellers.”

Director of IT/Voice Solutions

The results

A common standardised platform is a major benefit for staff across the region

The Puzzel platform helps to balance out peaks and troughs in call volumes giving customers the flexibility to deal with available agents in three countries, leading to increased responsiveness and enhanced satisfaction levels. Another major advantage of Puzzel’s contact centre solution is the special feature offering customers the option to request a call back at busy times

Puzzel’s powerful reporting capabilities enables agents to handle customer enquiries quickly as well as monitor their own performance against objectives.

From a business perspective, Puzzel’s cloud-based contact centre solution has given SAS a high performance, cost effective solution that supports the whole region.

“Working with Puzzel has been a smooth and easy ride. The support is excellent and as a result of the consolidation of systems and costs in Sweden and Norway, effectively we were able to add Denmark to our network at no extra cost. User-friendliness, superior functionality and cost-efficiency are all rolled into one powerful standard solution that benefits staff, our business and our customers.”

Director of IT/Voice Solutions

Here’s what Scandinavian Airlines had to say

SAS logo

“We have 100% visibility including an accurate audit trail of what is happening over our network. Puzzel’s cloud-based solution delivers consistently high levels of service to our staff, customers and industry stakeholders.”

Director of IT/Voice Solutions