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About the client
The Super-Pharm chain of stores has been present in Poland for over 20 years. It operates in all major cities and has 77 outlets. It is one of the most popular drugstores on this market.
The concept of the Super-Pharm brand is based on a unique combination of four departments: pharmacy, beauty supply store, perfumery and optician’s store in one place. The store’s product range includes a wide selection of branded cosmetics and dermocosmetics for comprehensive face and body care, as well as specialized cosmetics for children and newborns. Super-Pharm stores also offer products of the drugstore’s own brand – LIFE.
Message control and management was a priority for the Super-Pharm customer service team. The mailbox and chat were not integrated with each other – it was easy to overlook, for example, duplicate requests. As sales increased, so did the number of inquiries. Continuity of communication and context also became an issue. If the customer used both channels to contact, employees had to search for messages to learn about previous reports and find out what steps had been taken.
The Super-Pharm team was looking for a friendly management tool that would facilitate teamwork management and contact with the customers, and would also support faster reporting, especially in order to accurately identify the reason for the contact.
optimization of e-mail communication
working in teams on tickets
implementation of the chat on the website and in the mobile application
A tool that reshapes of customer service
How did we do it?
The cooperation began with an analysis of the client’s requirements. After the initial adjustment of the tool, Deviniti experts continued to work with the Super-Pharm team, adapting the tool to the needs of employees on an ongoing basis.
The Deviniti team conducted training for Super-Pharm agents to use the full potential of Freshdesk in their daily work. In addition, our experts provided assistance in implementing the chat on the website and mobile application.
The implementation of Freshdesk in the Super-Pharm customer service team went very smoothly, as per a previously planned schedule.
Freshdesk enabled comprehensive management of e-mail communication. Thanks to it, the division of responsibilities in the team is clear. Each employee knows who is working on the ticket thus, it is also easier to combine similar threads or collaborate on a given issue.
The improvement has also been observed in the sphere of reporting. Accounting for the agents’ work has been simplified. The team can also filter tickets by topic, thus gaining feedback on what aspects should be improved and in which areas new solutions should be considered.
The Super-Pharm team appreciated integrations, too – the one with Jira allowed to connect requests from the customer service department with the IT team. Agents also use the Freshdesk and Magento integration on a daily basis. Thanks to it, they gained a view of what orders are associated with a given email address. It facilitates customer service by giving the ability to view the customer’s personal data and order information from Magento, even before starting to write an answer to the inquiry. The integration allows the team to display customer interactions on Magento. When viewing the order history on the store’s platform, the Super-Pharm service department can also see the problems that the customers have raised and the opinions they have shared.
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