Operating on the market for over 25 years, the company has experienced ups and downs. Being one of the industry leaders, every order and request must be fulfilled with great care. Farutex is constantly increasing the number of orders, and thus needed a solution that would meet all the requirements. By extending operations to the IT and customer service departments, the ideal helpdesk needs to handle inquiries, classify notifications, manage and report incidents, handle devices, provide assistance to users and suppliers, etc.
A simple email-based solution does not meet these requirements, and using an overly extensive helpdesk could slow down the entire operation. Farutex had to struggle with implementing many different solutions before finding the perfect one.
With the help of a strong team of 10 specialists, Farutex is able to process orders consisting of nearly 6,000 products every day. The implementation of various “market-leading” helpdesk solutions not only had a negative impact on the company’s productivity but also led to chaos in the company’s offices throughout Poland. Employees often didn’t handle reports properly and were unaware of which reports had already been resolved and which hadn’t yet.