Case Study: Farmacity achieves 30% reduction in support agents with InvGate Service Desk

How Major Pharmacy Store Chain Optimized the Number of Agents by 30%

Farmacity, one of Argentina’s largest retail chains with more than 7,000 employees, faced growing complexity across stores, headquarters and distribution centers: multiple service-management processes, high volumes of requests, and a self-built ticketing tool that was limited to IT agents while users still relied on email and phone. To scale operations and gain visibility, Farmacity turned to InvGate and its Service Desk product to replace fragmented workflows and capture consistent metrics across the organization.

InvGate Service Desk, implemented with partner Expertice, centralized 65 help desks from 10 areas, moved ITSM from on‑premise to the cloud, and enabled an Enterprise Service Management approach that improved onboarding, change management and interdepartmental collaboration. As a result, Farmacity now handles more than 15,000 requests per month with 250 agents, increased operational efficiency during rapid growth, and reduced the number of agents needed for internal services by 30%.

Farmacity

Marcos Aste

Level One Support Efficiency Leader in the Digital Domain