Warranty claims, spare-part enquiries and technical support used to run through a single mailbox. The Debesis ticketing system replaced it with topic queues, a clear request lifecycle and a view tailored to each role.
A Polish manufacturer and distributor of tools, power tools and battery-powered equipment, on the market since 1991. The company supplies customers in Poland and 14 other European countries from a logistics and service centre in Pruszków. Fast growth and a large installed base require reliable after-sales service.
Dedra-Exim handles warranty claims, spare-part enquiries and technical support for a large installed base. Before the rollout all this communication went to one mailbox, with no split by topic or priority.
Rolling out the Debesis ticketing system turned email into an organised workspace: topic queues, clear statuses and a dashboard tailored to each role.
Result: smooth handling of more than 12,000 service requests within three months of go-live.
Requests were handled in a traditional email client. A tool built for correspondence could not act as a service system, which caused concrete operational limits:
The Debesis platform turned traditional email into a clear request management system:
Queues and unambiguous statuses gave the team full visibility of current cases, and management control over the department’s workload without supervising every request.
“The main goal of rolling out the Debesis ticketing system was to remove the risk of losing or missing emails and to ensure 100% continuity of service, even when staff are absent. Today no email stays in a private inbox, and every request has an owner and a full history. More than 12,000 requests handled in a quarter without bottlenecks or duplicate replies shows we reached our goals. We gained not only better customer service but full measurability and transparency of the whole team’s work.” (translated from Polish)
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