VIKINGBUS is the result of a merger of 17 local bus companies from across Denmark. The transformation was not just about new logos and visual identities on the buses — it was a far deeper organisational shift that required a complete rethinking of how the business operates.

One of the central pressure points was the high daily volume of customer enquiries. VIKINGBUS received between 500 and 700 enquiries every day via email and phone — from schools, businesses and private customers seeking quotes for bus transport. But without a unified system and with varying workflows across departments, it was near impossible to ensure that everyone received precise and timely responses. The quoting process also required significant manual follow-up, because customers often did not provide sufficient information from the outset. This resulted in lengthy back-and-forth communication, lost leads and an inconsistent customer experience across regions.