CUSTOMER SNAPSHOT

Over the recent few years, Posten Bring has successfully transformed from being a postal and banking provider, into a Nordic logistics company. Knut Veiulf Holme, Senior Advisor for Posten Bring’s Customer Service department, presently leads the digital side of how the function keeps up. Centralised customer service at Posten Bring had a very conventional beginning, starting in 1998 as a manually based operation with heavy demands on advisors across an atypically broad set of services.
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THE CHALLENGE

Posten Bring’s customer service function was originally designed for a more limited scope of operations. But their evolution into becoming a Nordic logistics company raised the demands on customer service in two directions at once: a more complex service portfolio for both corporate and private markets, and customers who expect more. 

Knut is direct about what changed.

"This journey has set new demands on us, both due to changes in our business model and because customers expect more from us."

The operating model had another constraint. Across Norway, Sweden and Denmark, Posten Bring needed to offer help that worked for everyone, not a narrow slice of the population.

"Posten Bring considers everyone in the Nordics to be their customers and must therefore offer solutions that work well across age groups, languages, and ethnic backgrounds."

And the underlying problem was not a technology problem. It was a trust problem. Technology had long been good at collecting and presenting data. What it was not consistently good at was presenting solutions in a way that customers could actually understand and rely on. Holme saw this clearly.

"But the challenge often lies in presenting solutions in a way that's understandable and builds trust."

Digitalisation had come a long way in the Nordics, but scepticism remained, shaped by past experiences where digital solutions had felt impersonal or fallen short.

THE SOLUTION

Posten Bring had tested a chatbot on a very limited scale in 2017. The results were strong enough that they committed to Nordic rollout. Norway and Sweden launched in 2018, Denmark in 2019. It was the first time customers could get Posten Bring's help at any hour of the day.

The evaluation for a long-term partner was deliberate. There were several strong vendors in the market. Posten Bring chose Kindly for the combination of technical quality and appetite for rapid development.

"We chose Kindly because, in addition to the high quality of their platform, they meet our need for rapid development and change. We always strive to improve, and on this journey, we need a vendor who delivers excellent technical solutions. At the same time, they must stay ahead of developments and be willing to challenge and be challenged."

The AI Support Agents that resulted, chat and voice, were built to answer for business and private customers, for senders and recipients, across each country's service lines. Critically, the ownership of that work sits with the people closest to customer need.

"Our customer advisors are specialists in exactly this. We place great emphasis on having our digital solutions developed by customer service staff, not by an IT department. I believe that's the key to success with digital solutions."
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THE RESULTS

Posten Bring's AI Support Agents handle over 5,500 chatbot inquiries and over 3,500 voice bot calls every day. Since launch in 2018, they have handled more than 9,4 million chatbot inquiries and over 2,2 million voice bot calls across Norway, Sweden and Denmark.

The results Knut shares, all go beyond just handling high volumes:  

"I can summarize Kindly’s impact in a few words: increased quality, more personalized responses, better availability, and high customer satisfaction."

The voice bot, in particular, has earned its place despite persistent market scepticism about the channel. Quality has improved to the point where Posten Bring is comfortable offering it as the first point of contact, trusting that most users will come away with a positive experience. That confidence shows up in customer feedback.

"Customers don't come to us to be blown away by technology, but to have their issue resolved. Now they can get that in a very effective way. We see that in the feedback we receive."

Working on updates, quality assurance and content expansion all now run on a much more reliable footing through Kindly, compared to the team's pre-AI baseline.

When a logistics company serves every age group and language across the Nordics, reliability isn't just a feature, but the whole core.