An international distribution network serving several dozen well-known brands in Poland and 19 other European countries needed to bring order to email, phone and complaint requests. We rolled out a ticketing system with CRM, sales platform and courier integrations (DPD, UPS, FedEx, InPost, GLS, DHL). Result: 99.86% of requests closed, 200 cases a day resolved at first contact and full operational accountability.
Our customer is an international distribution and logistics network working with several dozen well-known global brands. It distributes in Poland and 19 other European countries and offers sales, trade marketing, marketing and logistics services.
The scale — dozens of B2B clients, thousands of requests a month, dozens of mailboxes, phone traffic and online returns — called for one integrated environment for case handling.
Four key areas where the ticketing system was to deliver measurable change.
Dozens of mailboxes were moved into one ticketing system. Phone traffic was routed into it and is recorded and monitored there.
A returns form (website + notification with a link to the form), integration with the customer’s CRM and with DPD, UPS, FedEx, InPost, GLS and DHL.
The rollout integrated an external CRM, sales platforms and the accounting system — full operational data in one place.
Features for online returns and label scanning in warehouses — full control of the return flow from customer to warehouse.
A ticketing system extended with integration modules and complaint handling.
Communication by phone, email, web form and integrations with the customer’s systems — all interactions managed in one system.
The ticketing system identifies each case (request, enquiry, complaint) and routes it automatically to the right people according to defined scenarios.
With all cases from every channel in one place, the company has full quantitative and qualitative accountability for clients and staff.
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