To sustain its market leadership, Elkjøp Nordic rapidly transformed its contact center operations with a seamless 12-week migration to the Genesys Cloud™ platform. The results are better-connected customer journeys; more efficient sales and service operations; and a team that is regularly recognized for delivering tangible business results.
12-week
migration
83% reduction
in workforce management-related support
50% reduction
in contact center systems
Operating in a highly competitive marketplace, Elkjøp Nordic AS offers a broad portfolio of electronics products via 400-plus stores across Denmark, Finland, Norway and Sweden and several eCommerce platforms. The company is part of Currys, a leading multinational consumer electronics and mobile retailer and services company, and operates under several brand names — Elgiganten, Elkjop and Gigantti — across the region.
Elkjøp Nordic is on a mission to help people live more sustainably through the smart use of technology while minimizing that technology’s impact on the environment. To fulfill this mission, the electronics retailer is reinventing its contact center operations. This includes standardizing on the Genesys Cloud platform to support its transformation and future experience innovation.
The shift has enabled Elkjøp Nordic to unify its customer journeys; strengthen sales and service efficiency; and empower a high-performing team recognized across the broader organization for delivering measurable business impact. It also allowed the retailer to integrate digital and voice channels, as well as enhance its artificial intelligence (AI) and resource management capabilities. Together, these advances established a flexible foundation that’s helping Elkjøp Nordic to accelerate its progress in personalization, self-service and continuous innovation.
“We have to be exceptionally great at customer care, in-store and online,” said Tom Petersson, solution architect at Elkjøp Nordic. “We want to correct even the smallest step that isn’t making customers happy or meeting their needs. That’s where Genesys comes in.”
The decision to partner with Genesys was initially driven by the desire to consolidate multiple IT products and vendor relationships.
“It was the realization that our time was best spent supporting our business stakeholders and internal processes, rather than building contact centers,” added Petersson. “That’s what Genesys Cloud gives us.”
With the Genesys Cloud implementation, Elkjøp Nordic has reduced the number of customer experience (CX) systems and vendors it uses by half. This has significantly lessened the resources required to run its contact center operations.
“We have to be exceptionally great at customer care, in-store and online. We want to correct even the smallest step that isn’t making customers happy or meeting their needs. That’s where Genesys comes in.”
Tom Petersson
Solution Architect, Elkjøp Nordic
Rolled out within three months, Genesys Cloud currently enables about 450 users to efficiently manage chat, email, voice (inbound and outbound), and social interactions through a single interface and agent workspace. Open APIs simplified the challenge of connecting third-party chatbot and payroll applications while enabling Elkjøp Nordic to leverage data captured within Genesys Cloud — during interactions and for strategic decision making.
“We want our customers to feel like they’ve received an amazing personal experience,” said Petersson. “That starts by enabling our advisors to resolve issues from one place instead of navigating different screens and systems — which also means they’re less stressed. And it includes improving insight into the reasons why the customer might be getting in touch.”
This real-time insight into areas such as active orders and tickets is especially helpful because the nature of those interactions is extremely wide-ranging. Customers inquire about everything from mobile phone deals, technical support, and kitchen planning and design services to checking on delivery dates and after-sales warranties.
The benefits of this data access are clear. Since going live with Genesys Cloud, Elkjøp Nordic has seen notable improvements in its first-contact resolution and Net Promoter Score.
“We want our customers to feel like they’ve received an amazing personal experience. That starts by enabling our advisors to resolve issues from one place instead of navigating different screens and systems — which also means they’re less stressed.”
Tom Petersson
Solution Architect, Elkjøp Nordic
Having consolidated contact center operations on Genesys Cloud means fewer integrations for the retailer’s service operations. This translates to fewer potential points of failure and less risk of dropped contacts or service outages. To remove complexity further, Elkjøp Nordic decided to replace its existing Calabrio workforce management system, as well.
“Our previous WFM solution did what we wanted it to do, but was stitched together with four or five other products, such as our chatbot and analytics and social media platforms, to cover the entire domain,” said Petersson.
By moving to Genesys Cloud Workforce Engagement Management (WEM), the company now benefits from multiple workforce-related capabilities unified within one comprehensive solution.
“Having Genesys Professional Services point us in the right direction with WEM was a big time saver and meant we didn’t have to discover stuff ourselves,” added Petersson.
The WEM capabilities Elkjøp Nordic deployed include automated forecasting, skills-based routing, quality assurance and call recordings. WEM also assists employee engagement by offering tools for flexible scheduling, time-off requests and performance feedback.
“Genesys WEM has been massive,” said Petersson. “It’s removed a lot of technical headaches and works really well. Our processes run more efficiently, in one consistent manner with less IT support. As a result, the team is only a sixth of the size it used to be, releasing colleagues to help with other jobs such as enhancing CX and EX through new digital and AI-based solutions.”
Additionally, Elkjøp Nordic introduced Genesys Cloud digital bots to improve common interactions such as product repairs and track and trace (for customer deliveries). This reduces the number of basic interactions advisors need to handle, leaving them time to focus more on handling more complex interactions and fostering engagement and trust.
“We’re also in the early stages of deploying AI-powered predictive routing,” said Petersson. “By better matching customer intents with advisor performance, we believe we can create better quality conversations and outcomes — and in the process, improve KPIs such as average handling time and first-contact resolution.”
And that’s not all. The retailer’s plans include trialing Genesys Cloud™ Agent Copilot to automate notetaking, contact logging and other manual post-call tasks. This will enable advisors to concentrate fully on listening to the customer and building closer relationships.
“Our processes run more efficiently, in one consistent manner with less IT support. As a result, the team is only a sixth of the size it used to be, releasing colleagues to help with other jobs.”
Tom Petersson
Solution Architect, Elkjøp Nordic
Implementing Genesys Cloud has not only enhanced the agent experience, but it’s also improved the experience for employees in other key roles. For example, the retailer’s HR team no longer needs to search for expensive niche skills when filling IT positions. And its technicians can be more agile, creative and productive when working to streamline customer journeys and optimize experiences.
“Genesys Architect is a very nice tool for building call flows, IVR and digital bots, which we couldn’t do before in an easy and maintainable way,” said Petersson. “This releases resources for other value-added tasks such as improving the sales and eCommerce side of the business.”
This experience transformation — and the results already achieved — underscores the Elkjøp Nordic commitment to innovations across its service operations that help advance its mission of enabling more sustainable living through smart technology. With continued innovation, the company is poised to deliver even greater impact in the months and years ahead.
To learn more about the solutions featured in this case study, visit www.genesys.com.
