Case Study: Maczfit streamlines customer complaints management with INVO

Maczfit cuts complaint calls with INVO in 3 months

Maczfit, Poland's leading dietary catering company, faced significant operational challenges with its emotionally charged and inefficient customer complaint process. Their support team was overwhelmed by high call volumes and customers struggled to get through, creating a major pain point. To address this, Maczfit partnered with INVO to develop a user-friendly complaints module integrated directly into their existing mobile application.

INVO designed and implemented an intuitive, self-explanatory module within the Maczfit app, streamlining the process with a 'one question at a time' approach and real-time progress tracking. This solution led to an extraordinary adoption rate, with most users quickly preferring the new digital system over phone calls. The shift significantly improved operational efficiency by reducing call volume and provided Maczfit with valuable analytical insights into customer pain points, greatly enhancing the overall user experience.

Maczfit