Case: Norlys – simplifying the customer journey
Norlys is one of Denmark’s largest integrated energy and telecom groups, formed through multiple mergers – most recently the acquisition of Telia’s Danish mobile business. This development resulted in a complex IT and system landscape, particularly within subscription management, where customers were distributed across multiple Business Support Systems (BSS).
A strategic objective was to consolidate all telecom customers into one shared BSS platform. Historically, TV and internet services were charged via two separate direct debit agreements. In the new system, these were combined into one unified agreement.
To implement this change smoothly, Norlys needed to obtain customer consent to merge existing payment agreements. The alternative – cancelling the direct debit agreements and requiring customers to pay future invoices manually using OCR references – would have created friction for customers and significant pressure on customer service.
Norlys chose e-Boks as the primary channel for collecting consent. The decision was based on trust and reach:
- Many customers are hesitant to click links in emails.
- Norlys does not hold email addresses for all customers.
- e-Boks is perceived as a secure and familiar digital postbox.
The solution was launched in May 2025, using e-Boks to distribute consent documents and follow-up communication to relevant segments.
Although the initial response rate was lower than expected, insights from the first round revealed that a significant share of customers belonged to older demographics requiring clearer guidance. Reminder communication via e-Boks was therefore supplemented with a physical letter, resulting in improved overall performance.
According to Michael Holtz, Senior Project Manager at Norlys, data handling and execution were reliable, with fast response times and high operational stability.
Today, e-Boks is not just a one-off solution for Norlys, but an integrated part of its broader effort to simplify complex customer journeys.
Case: EWII – digitising payment reminders with e-Boks
EWII is a Danish energy group providing fixed, variable and green electricity agreements, EV charging solutions and high-speed, stable internet services to both private households and businesses nationwide. As a provider of essential services, EWII depends on reliable and secure customer communication – particularly in processes related to billing and outstanding payments.
In September 2025, EWII strengthened its digital setup by integrating e-Boks as a core channel for sending payment reminders. By complementing physical letters and its own digital channels with e-Boks, the company has created a more efficient workflow and increased delivery reliability in its communication with customers.
Going forward, EWII expects to send all payment reminders via e-Boks. The platform provides a secure and trusted channel when reminding customers of missing payments, while also supporting faster customer response. The company has observed that both private and business customers increasingly engage with communication received in e-Boks and react more promptly compared to other channels.
The solution is based on customer name and address data, enabling secure digital delivery via e-Boks even in cases where a CPR number (Denmark’s national personal identification number, typically used to identify recipients in e-Boks) is not available. At the same time, it enhances data protection compared to traditional email customer communication.
By digitising payment reminders through e-Boks, EWII has improved internal efficiency while strengthening the level of security and trust that customers expect from their energy provider.
A sector built on trust – and communication
The Danish utilities sector is built on long-term customer relationships and societal responsibility. As companies consolidate, digitise and modernise their operations, the ability to communicate clearly and securely becomes a competitive differentiator.
e-Boks supports utilities in navigating this complexity by providing:
- High national reach
- Strong user trust
- Secure handling of sensitive information
In a sector defined by infrastructure and reliability, communication must meet the same standard.
