Case Study: Materiales Defabrica streamlines order operations and boosts customer support with Help Scout

Materiales Defabrica - Customer Case Study

Materialesdefabrica.com is a multinational e‑commerce retailer (operating as Habitium in several countries) with a catalog of over 40,000 construction and renovation products and a record €15 million in sales. Their challenge was coordinating orders, deliveries and customer support across multiple stores, platforms and countries—managing PrestaShop order emails, Trello production cards and many mailboxes—while avoiding duplicated conversations and slow responses. To solve this they turned to Help Scout as the communications nexus for their operations.

Help Scout was integrated with PrestaShop and Trello to surface full order details in a Help Scout sidebar, merge repeated customer emails, and automate routing with tags, folders and chained workflows; shared mailboxes, saved replies and Beacon knowledge bases further sped handling. These integrations let order managers view and act on any order from any platform, reduce duplicate contacts, accelerate responses and correctly assign work by brand—capabilities powered by Help Scout that helped Materialesdefabrica.com scale customer service and support its growth to €15M in sales.

Materiales Defabrica