Case Study: Dis-Chem achieves improved customer service, greater operational efficiency and reduced support costs with Heat Software

Dis-Chem improves customer service quality, operational efficiency and saves costs with HEAT Help Desk

Dis-Chem, a South African pharmacy and retail group with 70 stores nationwide, was struggling with an overloaded IT helpdesk that logged incidents on spreadsheets. Up to 20% of helpdesk time was spent on manual administration, response and resolution rates were poor, and the team could not produce accurate reports or meet service-level agreements (SLAs), leaving the business with limited visibility and accountability for IT issues.

Dis-Chem implemented FrontRange HEAT Help Desk (incident, self-service and SLA management), rolling it out to 330+ users across IT and other departments. The solution automated incident logging, provided visible incident histories and fast reporting, and drove self-service adoption. Results included improved SLA compliance and customer satisfaction, a 50% drop in onsite service tickets, reduced helpdesk agents (from five to three), better technician monitoring and clear cost savings while enabling the eight-person IT team to effectively support all stores.

Dis-Chem

Riaan van der Westhuizen