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Flügger Group A/S
Quality paint and professional advice since 1890
Since 1890, Flügger Group A/S has been a cornerstone of the Danish painting industry, known today as the preferred supplier for both professionals and quality conscious homeowners. With everything from the well known Dekso series to the eco friendly wood protection, WoodTex, Flügger has built a position based on deep expertise and uncompromising quality.
However, a wide product range naturally comes with a significant need for guidance. When customers need to choose the perfect color or the correct product for a specific project, many questions arise. To meet this need and ensure a smooth digital experience, Flügger chose to integrate Karla as a central part of their customer service.
A hybrid setup combining live chat and AI
Flügger has chosen an intelligent solution that combines the best of both worlds. On the Danish website, Flügger's own team manages the dialogue via live chat through Karla between 09:00 and 15:00. During these hours, the platform acts as an efficient tool for personal dialogue. Before and after this window, Karla AI takes over, ensuring that customers never seek help in vain.
The impact is significant, and the numbers tell a clear story. To date this year, over 15,000 messages have been handled across approximately 4,000 conversations.
"Karla is particularly strong at handling general questions and guiding customers in product selection, where it often provides a good and useful answer. This especially relieves us, so we can spend more time on complex inquiries and cases that require individual assessment. It is an important part of the customer experience that the customer does not get stuck but is helped further."
Camilla Birgitte Bang Fynne, Customer Support Lead
Seamless scaling to Norway and Poland
One of the greatest strengths of the solution has been the ability to scale quickly according to Flügger's needs. While Denmark utilizes a hybrid setup, the solution has also been rolled out in Norway and Poland, where Karla functions as a 100 percent AI assistant. This ensures consistent advice and availability across borders without increasing the pressure on administration.
"Regarding the startup, I think it went smoothly and easily. Likewise, there has been quick action from Karla's side when we had to scale to Poland and Norway, which meant we could move fast. If we have experienced bugs or had change requests, Karla's team has also been quick to act on these."
Rikke Kornbeck Jensen, Digital Project Manager about the startup
The result is a stable and future proof service platform that supports both personal dialogue and automated guidance around the clock.
