About Svarlane
Built from a need.
Shaped by everyday work.
After years in IT, supplier meetings and demanding system choices, I decided to build the customer service system I had been looking for.
Svarlane is a Nordic customer service system that brings email, case management and collaboration together in a shared inbox. The idea grew out of several years in IT, many supplier meetings and a desire to give customer service teams a simpler working day.
It started on the other side of the table
I have worked in IT for several years. Part of my responsibility has been to find customer service systems that meet the needs of large businesses and brands. That means understanding how people actually work, what enquiries they receive and what it takes to follow up with customers properly.
We had specific needs. It had to be easy to keep an overview, clear who was responsible and simple to collaborate on a case. We also wanted artificial intelligence to help make everyday case handling more efficient.
The search for the right solution
I met with both small and large suppliers of case management systems. After countless presentations and conversations, I was still finding it difficult to settle on a solution that fitted.
During our evaluations, we came across products that were still missing important parts of the workflow, and suppliers where personal follow-up was difficult to arrange. Other systems included so much functionality that a large part of what we would be paying for fell outside our needs.
Price was another recurring issue. Finding a good balance between features, ease of use, follow-up and cost was challenging. Eventually, I was left with a question that became the starting point for Svarlane.
What if we built a customer service system around the working day we actually wanted?
AI that helps where the work happens
For me, good use of AI starts with understanding the task at hand. When a team answers the same questions repeatedly, there is valuable knowledge in the answers they have already given.
With Svarlane, my aim is to make that knowledge easier to preserve and reuse. A good answer in a closed case can become the starting point for a suggested knowledge article, which the team reviews and approves. Experience from one customer conversation can then help others.
This allows the knowledge base to grow over time. More relevant, quality-checked answers give the team a richer starting point for helping the next customer. The agent stays in control of the content and the judgements involved.
Nordic, clear and close to everyday needs
I started Svarlane with a simple ambition. It should be easy to get started, easy to understand what needs doing and easy to see who is following up with the customer.
That is why we start with email and a shared inbox. Messages become cases with clear ownership. Conversations, internal notes, tasks and knowledge belong together in the workflow. Every feature should have an understandable place and help make the working day simpler.
We are building for Nordic teams that want to spend their time on customers. Simplicity, clarity and a close connection to practical needs should shape both the product and how we develop it.
A shorter path from email to reply
My experience of choosing systems continues to guide me as I develop Svarlane. The question is still the same. What does the team need to help this customer well and efficiently?
This is what I want Svarlane to make simpler. Give enquiries a clear owner, bring collaboration together around the case and let good answers become part of the team’s shared knowledge.
A shorter path from email to reply.
Questions about Svarlane
Who is behind Svarlane?
I am Pelle Lindal, the founder of Svarlane. The idea grew out of my experience in IT and my work finding customer service systems for businesses and brands.
Who is Svarlane built for?
I am building Svarlane for Nordic small and medium-sized businesses that handle customer enquiries by email and want a shared inbox with clear ownership and collaboration.
How is AI used in Svarlane?
My focus for AI is on specific case-handling tasks, including suggestions that help the team turn good answers from closed cases into knowledge they can review, approve and reuse.