English Version

How did Vattenfall optimise its resolution
at first contact? 

The challenge

  • Reduce the volume of customer interactions
  • Optimise First Contact Resolution
  • Promote lower cost solutions
  • Reduce low value added calls
  • Prioritise high value calls

Vattenfall has experienced a surge in customer numbers, resulting in a higher volume of customer requests. To improve their customer service and provide a seamless experience across all channels, the company has initiated a customer relations transformation project. The project aims to address customer issues promptly and efficiently while also promoting the use of digital and self-care solutions

Interview with Arnaud Bailly, CEO of Vattenfall


Live at the Stratégie Clients 2023 exhibition

In just three minutes., you will find out about their strategy for building relationships with customers, including how they contact them, and the benefits this brings. Additionally, you’ll learn about the challenges they faced when testing different incoming contacts approaches (guided versus conversational)

The results in 3 key figures

40 points

of NPS

Versus 5 in 2021



versus 70% in 2021

- 35%


To achieve this

Vattenfall has deployed the omnichannel orchestration platform to:


  • Direct a customer/prospect who wants to contact them from their website to the best solution
  • Offer the customer who calls to be directed to a digital solution (selfcare or alternative contact solution to the telephone)


Thus, via a single platform centralising intentions and solutions, Vattenfall can manage all contact paths in order to promote First Contact Resolution.

Orchestrated channels


Customer Area



About Vattenfall

  • Major European player in the production and supply of electricity, gas and heat
  • Established in 7 countries (Sweden, Germany, Netherlands, Denmark, United Kingdom, Finland and France)
  • The group is Sweden’s largest and longest established energy company and has enjoyed steady growth in Europe since it was founded in 1909
  • For over 100 years, they have been providing energy to businesses and homes while innovating to transform the world
  • Vattenfall has developed a strategy to provide the energy for a more climate-friendly life and to make a life without fossil fuels possible within a generation
  • This commitment to their customers, partners and employees allows them to clearly define their direction and priorities, while generating significant business opportunities
  • Their ambition is to make a life without fossil fuels possible within a generation, they also promote the transition to a sustainable energy system
  • For more information on Vattenfall: click here and here