Resurs Bank is a Nordic bank that offers financial services to individuals, businesses, and commercial partners in Sweden, Norway, Denmark, and Finland. Its operations include loans, credit cards, savings accounts, and various financing solutions.
Previously, Resurs Bank lacked a unified case management system. Customer interactions were managed using several different tools, which limited the bank’s ability to gain a comprehensive overview, analyze customer needs, and improve customer service. To modernize its operations and create better conditions for digitization and automation, Resurs Bank began a partnership with Synerity in the spring of 2025.
A common platform for the entire Nordic region
The collaboration began with a proof of concept in March 2025, followed by a thorough evaluation of various solutions. In July, Zendesk was selected, and Synerity was tasked with carrying out the implementation in collaboration with Resurs Bank.
The project involved several parts of the organization, including customer service, product development, technology, legal, and data protection. The first market with chat functionality was launched as early as mid-October, and by December, the solution was up and running in all Nordic markets.
In just four months, Resurs Bank had thus established a unified customer service platform featuring an AI agent, live chat, and secure messaging via the customer portal.
“We were up and running in four months. Now, 56 percent of our customers use a digital channel. We have a unified work system and access to data,” says Pernilla Klarqvist, Head of Customer Care at Resurs Bank.
AI and automation create new opportunities
An important part of this initiative has been using AI to streamline customer service and provide customers with faster answers to their questions.
With the help of Zendesk’s AI Agent, Resurs Bank can automate a large portion of its customer interactions. Already, 77 percent of the conversations that reach the AI bot are resolved automatically, while customer satisfaction with the bot stands at 86 percent.
The new platform has also brought significant improvements for customer service representatives. With Zendesk Copilot, they receive support with translation, tone, and relevant knowledge articles directly within the case management system. This simplifies their work and makes it possible to assist customers across national borders.
“A Swedish colleague can help a Finnish customer, and vice versa. That flexibility between our Nordic markets is a major step forward for us,” says Pernilla Klarqvist.
At the same time, the shared platform offers entirely new opportunities to analyze customer interactions and identify recurring issues and areas for improvement. These insights can be used to improve customer service, products, and internal processes.
“Wewere up and running in four months. Now, 56 percent of our customers use a digital channel. We have a shared work system, and we have access to data.”
A close partnership with Synerity
For Resurs Bank, choosing an implementation partner was a key part of the project. Synerity’s local presence in Helsingborg, its experience with the “ Zendesk ,” and its understanding of the bank’s operations and regulatory requirements all contributed to the decision.
Jesper Zachrisson, Senior Solution Strategist and co-founder of Synerity, has served as a key point of contact throughout the project and has worked closely with the bank’s various teams.
“We wouldn’t be where we are today without the help and expertise that Synerity provided during the implementation,” says Pernilla Klarqvist.
The collaboration has continued even after implementation. Synerity is working alongside Resurs Bank’s architects, process managers, and technical specialists to further develop the platform, tailor its functionality to the business’s needs, and lay the groundwork for long-term management.
Continued Development with a Focus on AI
With the new platform in place, Resurs Bank has laid a solid foundation for the next phase of its digital transformation. Moving forward, the focus will be on improving the knowledge base, increasing the use of Copilot, and automating more customer processes—particularly in the area of secure messaging.
Synerity ’s mission continues to support Resurs Bank in developing a more data-driven, efficient, and AI-driven customer service.
“We are gradually moving into a management phase where we’ll be supporting existing users while continuing to develop the system at a rapid pace,” says Jesper Zachrisson.
The Challenge:
Resurs Bank lacked a unified case management system for its Nordic markets. Customer interactions were scattered across several different tools, which made collaboration, follow-up, and analysis difficult. The bank needed a modern, scalable platform that could centralize customer service, streamline workflows, and enable greater automation.
The Solution:
In collaboration with Synerity , Resurs Bank implemented Zendesk as a unified customer service platform for Sweden, Norway, Denmark, and Finland. The solution includes, among other features, AI Agent, live chat, secure messaging, and Zendesk Copilot. Synerity was responsible for the implementation alongside the bank’s team and continues to provide consulting, customization, and further development.
The Outcome:
In just four months, a unified customer service platform was established for the entire Nordic region. Resurs Bank has achieved more efficient work processes, greater flexibility across markets, and significantly better opportunities to operate in a data-driven manner. With AI and automation, a large proportion of customer inquiries can be handled without manual intervention, while employees receive better support in their daily work.
Results in Numbers:
77% of the conversations that reach the AI bot are resolved automatically.
86% customer satisfaction with the AI bot.
92% of cases are resolved on the first contact.
56% of customers use a digital channel.
4 months from the signing of the agreement to launch in all Nordic markets.