Scandinavian Airlines Case Study The Puzzel contact centre solution delivers consisent service to SAS cusomers throughout Scandinavia The Requirement Scandinavian Airlines (SAS) wanted a cloud-based solution to create a single, pan- Nordic cloud contact centre to deliver the highes quality of service to cusomers, with maximum cos efciency to the business. The Solution SAS created a virtual contact centre that spans Sweden, Norway and Denmark. ThePuzzel (formerly Intelecom’s contact centre entity) solution’s fexibility enables all enquiries to be managed using a variety of options to suit the cusomer – Telephone, Email and SMS. “We decided to inves further in the Puzzel platform by upgrading and expanding it across all three countries to create one single, sandardized contact centre. Based

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