Freshdesk
2017 . ZIPPY
  • Process
  • Challenge
    To find a solution for customers’ and stores’ contacts, which were being managed using Outlook and Excel. This type of management resulted in two main problems: the lack of prioritisation of issues, which led to critical delays in certain replies.
  • Implementation
    Implementation of a cloud-based solution that required no set up by the technical team and could be configurated by the business. This new platform enabled a better customer and store contact management, allowing multiple agents, store interface, website, social media and reporting integration.
  • Results
    -55%
    Reduction of response time
    4
    Daily hours saved
  • Team
    Rafaela Silva, Filipa Cunha.
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