Case Study: REMA 1000 cuts customer response times by 50% with Plecto

REMA 1000 cuts response times by 5 minutes with Plecto

The Scandinavian supermarket chain REMA 1000 faced a challenge in its customer care department, which managed eight different support channels. Their system responsible, Lennart Thomsen, needed a way to visualize real-time data across all channels to identify where agent attention was most urgently required. This led them to adopt real-time data dashboards from the vendor Plecto.

Plecto’s solution integrated data from all of REMA 1000's channels into a single, real-time dashboard. This allowed agents to instantly see where tasks were piling up and autonomously move between channels to address the workload. As a result, Plecto helped REMA 1000 cut its average response time by five minutes, a 50% improvement, and achieve a 100% growth rate in its online sector due to more efficient and effective customer service.

Rema 1000