Case Study: Farmacity reduces service agents by 30% with InvGate Service Management

Farmacity reduces service agents by 30% with InvGate

Farmacity, one of Argentina's largest retail pharmacy chains, faced operational inefficiencies as it grew. Its homegrown IT ticketing solution was inaccessible to end users, leading to a high volume of calls and emails, a lack of standardized processes, and no visibility into performance metrics. To address these challenges, the company implemented InvGate Service Management.

By implementing InvGate's solution, Farmacity transitioned to a cloud-based platform and adopted an Enterprise Service Management strategy. This allowed them to centralize 65 help desks across 10 departments and optimize workflows with automation. As a result, InvGate helped Farmacity achieve a 30% reduction in required agents while scaling its support infrastructure from 50 to 250 agents to handle over 15,000 monthly service requests.

Farmacity