Amundsen Sports:
From manual customer support to a more structured, insight-driven operation
What we delivered for Amundsen Sports:
- Implemented Zendesk as the new customer support platform
- Introduced Zendesk Copilot to support the customer service team
- Structured customer support workflows around key customer groups
- Built a new help center aligned with the Amundsen brand
- Set up forms, workflows, and automated follow-up processes for customer inquiries
- Introduced reporting for improved visibility and insights
- Imported 500+ products into Zendesk as custom objects
“First, I want to extend a big thank you to Patrick, Vlad, and Hege for a truly great collaboration from day one. It has been both insightful and inspiring to explore the possibilities Zendesk offers, combined with the positive and solution-oriented mindset of the Kundelab team. I’ve never once heard them say ‘No, that’s not possible’.
Implementing Zendesk has opened a new chapter for us at Amundsen Sports. The team now works in a more structured way, inquiries are handled more efficiently, response times have improved, and we’ve brought all customer communication together on one platform. I can warmly recommend Kundelab to any company looking to elevate its customer service operations, both internally and in customer-facing work.”
Hedda Jacobsen, Aftersales Manager i Amundsen Sports
“Vi har hatt gleden av å samarbeide tett med Kundelab i forbindelse med etableringen av vårt nye kundesenter, og opplevelsen har vært utelukkende positiv gjennom hele prosessen. Teamet, med Patrick i spissen, har evnet å sette seg grundig inn i vårt selskap og måten vi jobber på, og har levert løsninger som treffer våre behov svært godt. Vi er spesielt imponerte over fleksibiliteten som ligger i Zendesk, og ikke minst Kundelab sin evne til å utnytte systemet og finne kreative, skreddersydde løsninger som passer oss. De opptrer svært profesjonelt og serviceinnstilt, svarer alltid raskt, gir tett oppfølging og viser stor tålmodighet ovenfor oss som kunde. Vi ser frem til å videreutvikle samarbeidet i tiden som kommer, og kan trygt anbefale Kundelab videre til andre”
Silje Havdal, leder for kundesenteret i EC Dahls Eiendom
Bringing customer support into one platform
Previously, customer support relied heavily on manual processes and limited system support. Amundsen lacked a solution with sufficient reporting capabilities, and much of the customer insight remained with individual team members rather than being centrally accessible. Through the Zendesk implementation, Amundsen consolidated all customer inquiries into one platform, with workflows for case handling and follow-up. The solution was initially launched across existing channels such as email and contact forms as the first phase of the implementation.
Implementing Zendesk Copilot
Zendesk Copilot was introduced as a support tool for the customer service team. The solution assists agents in their day-to-day work, including response writing and case handling, making it easier to work more efficiently while ensuring a more consistent customer experience.
Structured by customer groups
Together with Amundsen, we restructured the customer support setup around distinct customer groups. This means inquiries are routed and handled differently depending on who they come from, creating a more organized internal workflow. The setup also allows different types of cases to be prioritized differently, enabling the team to focus more effectively on their respective areas. At the same time, it provides better visibility and control over inquiries across channels and customer segments.
A new help center
We built a new Zendesk help center tailored to Amundsen’s visual identity and website experience. The help center serves as a single entry point for customers looking for information or wanting to submit inquiries, bringing relevant content together in one place. The solution was designed so Amundsen can continuously update and expand the content over time, with articles and categories based on the questions customers ask most frequently.
Forms, workflows, and follow-up processes in place
Custom forms were created for different types of inquiries, tailored to customers, retailers, and stores. This ensures that the right information is collected from the start, making cases easier to understand and manage. We also established clear workflows, automations, and Zendesk rules for how cases are registered, assigned, and followed up – contributing to a more structured support process and better visibility into open and ongoing cases.
Better visibility through reporting
Reporting was implemented in Zendesk to provide visibility into incoming inquiries and trends over time. This makes it easier to monitor support volume and gives the team a stronger foundation for understanding why customers are contacting customer service.
500+ products imported as custom objects
We imported more than 500 products into Zendesk as custom objects, giving the support team immediate access to relevant product information directly within support cases. This enables faster and more accurate case handling, as inquiries can easily be linked to specific products, production dates, or origins. The setup also makes it easier to identify patterns in defects or deviations, supporting improved quality assurance while providing a scalable and structured way to manage a large product catalog.
The help center serves as a single entry point for customers looking for information or submitting inquiries, bringing all relevant content together in one place.