Nordnet – bringing the Nordic region together in one system

April 17, 2026

Banking & Finance Customer Case Microsoft Services

Nordnet is a digital bank for investing and saving that operates throughout the Nordic region. The company’s long-term vision is to help its customers become the best investors they can be. To achieve this, they need fast, smart, and user-friendly tools that assist and simplify things for customers—Releye helps bring that vision to life.

Challenges – managing customers across multiple systems and varying work methods

Nordnet faced a major challenge: modernizing its customer management to accommodate its growing customer base. The existing system environment was inefficient and required manual handling of many tasks, resulting in long lead times and limited scalability. In addition, it was difficult to maintain an overview of customer communications, as they were managed across several separate systems. One of Nordnet’s biggest challenges lay in the variation in working methods across different countries and departments; the lack of consistency made it difficult to measure KPIs and SLAs, as well as to share information.

An inefficient system environment with manual processing and long lead times
Customer communication spread across several separate systems
Differences in working methods across countries and departments made it difficult to measure KPIs and SLAs
Limited scalability and difficulties in sharing information within the organization

The Project – From Analysis to Nordic Launch

The project was divided into several phases that were rolled out successively across the Nordic countries. Thanks to close collaboration with the Nordnet team and a clear design process, the project has been successful and has resulted in a number of improvements, both in terms of the internal user experience and the impact of more proactive customer management.

"We are very pleased with the new customer service tool because we are seeing an improvement in our service quality and are also receiving consistently positive feedback from our customers. We now have a solution that we can continue to grow with, and that is directly aligned with our vision of delivering innovative services."

The Solution – A Unified Nordic CRM on Microsoft Dynamics

To address Nordnet’s challenges, Releye implemented a robust CRM solution based on Microsoft Dynamics, supplemented with custom functionality. The solution includes all of Nordnet’s customer service centers in the Nordic region and provides administrators with a consolidated overview of each customer’s previous contacts and cases. Employees can now efficiently handle incoming cases via email, social media, phone, and online banking, and queue management, SLA tracking, and case distribution have been implemented to ensure smooth and measurable case management.

As part of the implementation, a standardized Nordic approach was introduced that allows for country-specific variations. This enabled Nordnet to establish common KPIs and SLAs that can now be measured and monitored consistently across the entire organization. Since the launch, Releye has been supporting Nordnet with management and ongoing improvements as part of a joint delivery team.

A consolidated customer view with a real-time history of contacts and cases
Customer service via email, social media, phone, and online banking
Queue management, SLA monitoring, and automatic case assignment
A unified Nordic approach that accommodates country-specific variations
Ongoing management and further development within a joint delivery team

The result – improved service levels and standardized work processes

Improved service levels for customers and internally thanks to consolidated information and more efficient case management.
A platform that enables growth and innovation as Nordnet continues to expand.
Greater transparency across departments – the status of cases and service levels are now visible to the entire organization.
Standardized work procedures simplify the onboarding of new employees and the professional development of existing ones.

Summary

With a unified CRM platform on Microsoft Dynamics, Nordnet gained the ability to deliver proactive and scalable customer service across the Nordic region. What previously required navigating multiple separate systems is now available in a single tool, with shared KPIs, clear SLAs, and a comprehensive view of each customer. Today, the CRM solution is not just a system support tool, but a central part of Nordnet’s strategy to deliver innovative services and put the customer at the center.