Gram A/S

GRAM A/S  has for decades been a natural part of Danish homes, known for home appliances that combine quality, functionality, and Scandinavian design. GRAM has built a strong position as a brand Danes trust in their everyday lives.

But in an industry where both consumers and retail partners expect fast answers, easy access to product information, and service around the clock, the demands on customer service are higher than ever. To strengthen the digital customer journey and ensure fast and accurate support year round, GRAM implemented Karla as a central part of its digital service platform.

“We’re really happy with our collaboration with Karla. We expected that a chatbot could help relieve pressure on our service department during the busiest periods, and that it would enable us to respond to customer inquiries 24/7/365. That’s a major advantage in an industry where consumers expect fast support and where we, as a supplier, need to offer an easy and quick way to find information"

^{Tommy Vesterager, Marketing Manager}

Digital customer journey and a stronger daily operation

Karla supports customers and retail partners all year round and acts as a digital hub for support, product information, and everyday inquiries. She can help with product information, specifications, troubleshooting, how to guides, service requests, and logistics information for retail partners.

This means that both private consumers and stores can get answers exactly when the need arises, while GRAM also reduces the load on its service department during peak periods.

With Karla, GRAM gains a digital colleague who not only answers questions but also creates a smoother flow in day to day operations. When many inquiries are handled automatically, the service team can focus on more complex cases, significantly reducing both wait times and workload. At the same time, Karla collects valuable insights into the questions asked by both consumers and retail partners. GRAM uses this data to improve everything from product information to its webshop and overall communication.

Better experiences for customers, partners, and employees

The solution does not only create value for the end consumer but has also had a major impact on the collaboration with retail partners

"Karla has delivered on all of that, and she has quickly become an integrated part of our customer interface. Most recently, we added logistics information, so Karla can now also support our retail partners in their day-to-day operations when ordering products from us.”

^{Tommy Vesterager, Marketing Manager}

The result is a more efficient and accessible digital customer journey that perfectly aligns with the expectations of modern consumers and retail partners. For customers, it means faster answers and better guides. For employees, it means fewer repetitive inquiries, and for management, it provides deeper insight into actual customer needs.