Case Study: Despar Nordest achieves faster, more collaborative customer care with Deskero

Despar Nordest - Customer Case Study

Despar Nordest, a supermarket network managing over 560 stores in Italy, faced the challenge of managing an extremely heavy workload of over 25,000 yearly customer messages across social media and other channels. Their highly collaborative customer care philosophy, involving multiple departments, needed a more efficient and measurable system. They turned to the vendor Deskero to find a flexible software solution to handle multi-channel ticket management.

Deskero implemented a tailored solution that included a branded customer care portal, an integrated chat system, and a web form that effectively filtered requests. This integration, along with specialized workflow scenarios, optimized the ticket management process without disrupting the company's collaborative strategy. The results were significant, with Deskero's solution reducing non-pertinent emails by 80% and enabling the team to achieve extremely short resolution times, with most requests handled in minutes.

Despar Nordest

Marco Marchetti

Despar Nordest