How Trollhättan Energi improved the customer experience

How do you create a seamless customer experience in a company with many different services?

For Trollhättan Energi, the answer was clear: a powerful CRM system that could provide a unified view of each customer. With more efficient ticket management, smoother processes, and more proactive communication, daily operations are now easier for both customers and employees.

Here, they share how Lime CRM has changed the way they work – and why it was the obvious choice.

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A procurement with a customer focus

When procuring a CRM system, requirements were set based on both industry-specific needs and insights from a parallel project that focused on the customer journey within the company. Since Trollhättan Energi offers several different services, this was reflected in the requirements to ensure a solution that supports the entire business.

– Lime was the only supplier that met all the requirements, thanks to their experience in the energy sector. Choosing them was therefore an obvious decision, says Jennie Olsson, system administrator at Trollhättan Energi, who is leading the work to optimise the use of the system.

From email threads to smooth ticket management

Before Trollhättan started using Lime CRM, customer ticket were managed via emails between employees. The major downside of this was that traceability was lost as soon as a case was forwarded from customer service to another department or employee, making follow-up more difficult. The working method was also vulnerable – in case of absence, there was a risk that cases would stall without anyone easily being able to pick them up.

With Lime, Trollhättan Energi now has a more structured process for ticket management, where all information is gathered in one place, and cases can be tracked without losing overview. This creates better traceability, makes it easier to assist each other during absences, and enables quick, proactive feedback. More questions can now also be answered during the first contact, without customers needing to be forwarded to another part of the organisation.

Step-by-step implementation – with the customer in focus

Since smoother ticket management was one of the biggest areas for improvement, the decision was made to have the customer service and sales departments be the first to implement Lime. Gradually, more employees from different departments were included, focusing on those who handled the most customer cases. This step-by-step approach ensured that the system was adapted to the customers’ needs and created the best possible conditions for quick and efficient service.

– This way, internal support was built, where engaged users became ambassadors and spread both knowledge and a positive attitude towards the system, says Jennie Olsson.

“Colleagues sometimes joke and ask if I get a commission, but the truth is that I genuinely love working with something that makes everyday life easier, both for us and for the customers.”

Jennie Olsson

System administrator,
Trollhättan Energi

Examples of how Trollhättan Energi uses Lime CRM today:

Efficient ticket management

With Lime CRM, Trollhättan Energi has a centralised solution where all customer tickets are gathered and can be followed up efficiently. This reduces the risk of tickets being lost and makes it easier for employees to provide quick, accurate, and consistent feedback to customers.

– One of the biggest impacts we’ve seen is that we’ve truly gained order and structure. It’s also something that customers, rightly, expect from us, says Jennie Olsson
Smooth forms

By using Forms in Lime, Trollhättan Energi can create customised forms for their customers, streamlining processes and ensuring that the right information is collected directly. A clear example is the handling of move-ins and move-outs, where customers can now report their move via a digital form.

– We can define which fields must be mandatory, ensuring that we get all the information we need from the start. This eliminates unnecessary back-and-forth, says Jennie Olsson.

Another example where Forms truly made a difference was during the floods of summer 2024. Initially, customers had to fill in a paper form and send it in, while any pictures of damages had to be emailed separately. The process was both time-consuming and messy.

– To get better organisation, I quickly put together a digital form linked directly to the right department. This significantly reduced lead times for both customers and us and created a whole new structure when everything came in digitally. The form was quite comprehensive, but it still took me no more than two hours in total. Incredibly smooth! says Jennie Olsson.
Automated confirmations

Previously, customers received no confirmation when they submitted an email or form, which could create uncertainty about whether it had been received. With Lime, customers now get automatic responses via email with a ticket number, making it easier to follow up or provide additional information if needed.

In addition, standardised email and SMS templates are used to provide customers with clear information, for example, during a move-in, where they are reminded to sign up for services such as fibre. This ensures consistent and proactive communication, creating reassurance and efficiency in handling.
Proactive communication

Jennie Olsson has a concrete example of how communications via Lime have saved both time and resources:

– When we changed the collection days for recycling in August last year, we didn’t send an SMS to the affected customers, and the information was only available in the app. As a result, many customers missed putting out their bins and had to contact us to book extra collections. In September, when we again changed the collection days, we chose to send out the information via SMS.

The result? Incoming tickets decreased by 65%, and Trollhättan Energi saved around 10 hours of internal work. Most importantly, it provided a smoother experience for the customers – they received the right information on time and didn’t have to go through the hassle of contacting Trollhättan Energi themselves.
Effective analysis

With Lime CRM and the BI module, Trollhättan Energi can make more informed decisions. Lime CRM records and structures all customer tickets, providing a data-driven foundation for analysis. The BI module helps visualise the data in charts and reports, making it easier to spot patterns and make the right decisions.

A concrete example is fault reports at recycling stations. Previously, these were organised manually via email, but now they are registered and categorised in Lime CRM and automatically sent to the correct department. The BI module provides a clear overview of reports per station, making it easier to identify trends and direct resources where they are most needed.

The combination of Lime CRM and the BI module gives Trollhättan Energi a more structured and insights-driven approach, where all data is stored in the system and visualised in a way that allows for quick, well-informed decisions.

Next step: communications via Marketing in Lime

Trollhättan Energi’s next step is to focus more on digital communications via Marketing in Lime.

– This will make it possible to reduce our postal mailings, streamline communication, and at the same time gain an even more complete picture of the customer’s contact with us. By gathering all communication in one place – everything from emails and SMS to mailings – we can provide more relevant service and better follow up on our dialogue with customers, says Jennie Olsson.

What do the employees say?

Read what some of the people who work at Trollhättan Energi think.

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“The biggest difference is that we can assign tickets to other departments and see the status of the ticket – something we couldn’t do at all before.”

“I like the ‘To-do’ list, where you can pause a ticket and choose to be reminded later, and having all notes related to the ticket in one place.”

“With Lime, it’s easy to keep track of ongoing tickets so that nothing is forgotten.”

“Lime is easy to use and administer. New users quickly get the hang of the system, and as an administrator, I can easily customise it to meet the needs of the business.”

“I actually made good use of Lime just yesterday, when I received a question about what had been said in a ticket that was handled several months ago. It’s not easy to remember what was said in a phone call, but thanks to notes, timestamps, and saved emails, it was a piece of cake to find out what was said and when it was said.”

“Lime is really, really good – honestly!”

– Lime is a bit like my baby, I’ve been involved in building it up and I see every day the difference it makes. Honest is my middle name, and I would never say it if I didn’t mean it; but Lime is really, really good. Colleagues sometimes joke and ask if I get a commission, but the truth is that I genuinely love working with something that makes everyday life easier, both for us and for the customers. So yes, it’s hard not to light up when I talk about it, says Jennie Olsson.

The result: Smoother processes and happier customers

With Lime, Trollhättan Energi has taken its customer experience efforts to the next level. A smart and structured ticket management system enables them to respond faster, follow up better, and increase customer satisfaction. At the same time, with the help of Forms, they have streamlined and automated workflows – saving time and simplifying the work for everyone involved. The BI module also provides valuable insights for better decision-making, which creates results for customers, employees, and the company.

Is it your turn?

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This is Trollhättan Energi

Trollhättan Energi is owned by the city of Trollhättan and provides services in electricity trading, electricity networks, fibre, district heating, water/sewage, and recycling. At Trollhättan Energi, they want to help build a city where it’s great to live, with the vision of being the positive force for generations.