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The hub that strengthens customer service

For Skövde Energi, Lime CRM has become the hub that simplifies everyday life for both customers and employees. The result is happier customers, smoother processes, and an organisation that’s ready for what comes next.

Here’s how they got there.

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Skövde Energi – with the customer at the centre

Skövde Energi is the local energy company supplying both private and business customers with electricity and district heating. In customer service, Wiktoria Breman, Head of Customer Service, and her team handle everything from everyday enquiries to major changes such as moving home or switching energy suppliers.

Despite this important work, the company had long been missing a CRM system that could bring all customer information and history together in one place. As the volume of customer contacts grew, so did the need for a tool that could provide structure, overview, and support across the entire organisation. Wiktoria Breman wanted her team to have better tools to give customers a smooth and personal experience.

– Sometimes customers contact us several times about the same matter. When that happens, it’s important for us to be able to save all customer communication in one place, so we can see the history and any previous agreements.

The solution: Lime CRM at the centre

And Skövde Energi knew exactly where to start looking.

– We already had a partnership with Företagsdata, and a lot of companies there were already using Lime, so it felt natural to start by looking at them.

It quickly became clear that Lime CRM would become the hub for a complete customer view and serve as an important support for the whole business.

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Smooth integration with Elvira

One of the biggest steps towards a more efficient workflow has been connecting Lime with the billing system Elvira. Thanks to this integration, Lime automatically pulls in all customer data. This means that when a customer gets in touch, their customer card opens with the full history and all relevant information readily available. No more jumping between systems, which saves both time and duplicate work for the team.

– The integration with Elvira is key to the unified customer view we want in Lime. Elvira feeds in up-to-date information about the customer’s engagement, and together with history, cases, and previous communication, Skövde Energi gets a clear overall picture, exactly how we want it to work, says Oscar Edqvist, Account Executive at Lime.

New industry report out now!

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“Previously, we had to go back and forth asking follow-up questions, but with the forms we get all the information we need straight away.”

Wiktoria Breman

Head of Customer Service, Skövde Energi

Proactive ticket management

Skövde Energi also uses Lime to quickly spot patterns and act on them.

– With Lime, we can track statistics and see what customers are contacting us about. If we notice that 20 people are asking the same question, we might run an information campaign, create a template for a standard response, or add a link with relevant information to our auto-reply.

A concrete example of this is moving notifications, a topic that often comes up at weekends when customer service is closed. Skövde Energi added a link to their auto-reply leading to a form where customers could fill in their details themselves.

Forms in Lime are used for all sorts of things, including contact forms, move-in and move-out notifications, and damage reports.

– That used to be handled by email and phone, and we were constantly going back and forth with follow-up questions in several steps. Now customers fill in all the information we need directly in the form, says Wiktoria Breman.

Effective customer communication

For Skövde Energi, Lime is also an important tool for customer communication. When the company introduced the capacity-based tariff, they needed to quickly and clearly reach all customers with information. With Lime, they could bring their communications together, create a clearer structure, and handle large volumes of information in a smooth way, while also getting better support in managing and sorting the questions and cases that followed, resulting in a more proactive approach overall.

Pilot testing AI

Skövde Energi likes to stay ahead of the curve when it comes to development, which is why they are one of Lime CRM’s beta testers for new AI features.

– We use AI in Lime to, for example, summarise a case and write responses to emails. Our system administrator is also working with Lime to find more ways to use AI. It’s great, we love development!

Being involved in shaping the tools they use is something the team genuinely values, and it reflects Skövde Energi’s forward-thinking attitude and their commitment to continuously improving customer service.

“We use AI in Lime to summarise cases and write email responses, and we work together with Lime to find more ways to use AI.”

Wiktoria Breman

Head of Customer Service, Skövde Energi

A partnership that drives development

Wiktoria Breman also highlights that Lime hasn’t just delivered a system — they’ve been involved in developing solutions that fit the company’s day-to-day needs. For example, Lime, together with Företagsdata, helped organise an in-person event for companies using both Lime and Elvira, providing an important network for sharing experiences and finding new, smarter ways of working within the systems.

Another valued forum is Lime’s annual customer event, Kraftsamlingen, where more than 200 industry colleagues from the utility sector gather to discuss everyday challenges, find inspiration, and workshop together — something that both motivates and delivers real, practical value.

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Results in brief

For Skövde Energi, Lime CRM has been the missing piece of the puzzle. Today they have:

A customer service team with full visibility of history and cases
Processes that save time and make everyday work easier
Tools that enable a more proactive approach to customer contact
A partner that brings new ideas and solutions for the future

All of this has given them a sharper, more customer-focused operation — with energy left over to keep developing.

Looking ahead: more proactivity and easier insights

Skövde Energi is looking forward to working even more proactively with their business customers using the marketing and communication tools that Lime offers.

They have recently moved from the desktop version to Lime’s web-based version, and Wiktoria Breman hopes this will give the team better insights and stronger ability to analyse customer data in a more structured way — thanks to more accessible information and a simpler Lime BI tool.

– As someone who has followed Skövde Energi’s journey, I’m impressed by their ambition to keep developing. They’re a clear example of how Lime can follow along on that journey and provide support as the business takes its next step, says Oscar Edqvist at Lime.

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About Skövde Energi

Skövde Energi is the local energy company supplying both private and business customers with electricity networks and district heating. On 13 March 1900, the first electric lights were switched on in Skövde and the electricity plant was completed. In 2025, Skövde Energi’s electricity network celebrates 125 years and the district heating network 55 years, with approximately 21,000 electricity network customers and 2,000 district heating customers today.