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Case study • ticketing, telephony and reporting (Poland)

Roneberg — request handling, telephony, automation and reporting for a growing e-commerce business

Roneberg sells online through its own website and marketplaces, with more than 2,000 products in categories such as beauty, electronics and clothing. Fast growth and many channels created chaos in email and phone. Debesis rolled out ticketing, new telephony, automation and reporting to bring order and improve key metrics.

Industry: e-commerce, multi-category
Scale: 2,000+ products, many channels
Solution: ticketing + telephony + automation
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Roneberg

An e-commerce brand with a broad product range sold through two channels: its own website and sales platforms. High order and enquiry volumes call for well-organised, scalable customer service.

E-commerce Ticketing Telephony Automation KPI reports
Business goal
Organised requests and better service
Channels
website, marketplaces, email, phone
Key results
+38% call answer rate
Automation
-78% emails handled manually
Project summary

Ticketing, telephony and automation in one environment

Roneberg sells online on its own website and on marketplaces, offering more than 2,000 products in categories such as beauty, electronics and clothing. Fast growth and many channels led to growing chaos in email and phone communication — the team could not keep up with replies within the time management expected, and customer satisfaction fell.

Together with Debesis the company rolled out a ticketing system, modern call handling, automation (rules, templates, auto-closing of notifications) and reporting.

Result: +38% call answer rate i 78% fewer emails handled manually, thanks to automatic closing of informational messages.

About the customer

Roneberg – a growing multi-category e-commerce business

Roneberg is an e-commerce brand with a broad product range sold through two channels: its own website and sales platforms.

The scale and variety of the range create high volumes of enquiries on many topics: order status, payments, delivery, returns and complaints, product questions. Without the right tools, keeping service quality up as volumes grow gets harder and harder.

Context and challenge

Growing sales, scattered channels and abandoned calls

Before Debesis the team faced three main challenges:

  • Growing sales and scattered communication – service across many channels (email, phone, marketplaces) with no single point of control.
  • No way to reply on time to every message, and a growing number of abandoned calls.
  • The consequence: falling customer satisfaction and a team weighed down by repetitive tasks.
Project goals

One place, automation and measurable KPIs

  • Organise and centralise all requests (website + marketplaces + email + phone) in one system.
  • Introduce automation to reduce manual handling of informational messages and duplicates.
  • Launch modern telephony (IVR, queues, call-backs) for a higher answer rate.
  • Provide KPI reporting (FRT/TTR, SLA, abandonment, volume per channel/category) for data-based decisions.
Scope

Ticketing, telephony, automation and reports

1) Request handling (ticketing)

  • One “console” for all channels: a consistent case number, status, priority and full history.
  • Categorisation and routing to the right queues (orders, payments, delivery, returns, product).
  • Reply templates and checklists to standardise communication and speed up responses.

2) Call handling

  • IVR and queuing so callers reach the right person.
  • Call-back list, SLA rules and waiting-time announcements.

3) Automation

  • Auto-closing of notifications and informational messages (e.g. thank-yous, duplicates, confirmations).
  • Rules for assignment, prioritisation and tagging to shorten the path to a reply.

4) Reporting

  • Dashboards: FRT, TTR, % auto-closed, answer/abandonment rates, volume per channel/category, hourly workload.
  • Reports for staff planning and spotting bottlenecks.
Sample scenarios

How Roneberg uses ticketing and telephony

Shipment status (marketplace)
A marketplace message goes automatically to the “Logistics” category. The agent has a reply template and the order context at hand, so cases close faster.

Duplicate emails / “thank you” messages
System rules detect duplicates and notification-type messages and close them automatically, without an agent.

Peak-time calls
The IVR announces the expected wait and lets callers request a call-back. The call-back list helps close threads within the agreed SLAs.

Results

Higher answer rate and less manual work

+38% call answer rate after the new telephony and queues went live.

−78% emails handled manually thanks to auto-closing of notification-type messages.

Stable response time, fewer escalations and higher customer satisfaction thanks to organised teamwork and clear priorities.

Answer rate up 38%, 78% fewer manual emails, stable response time — results at Roneberg
Why it works

One place, automation and data in one ecosystem

Centralisation removes multichannel chaos and duplicate work — every request is visible in one system.

80/20 automation takes repetitive tasks off the team, leaving time for complex cases that need individual attention.

IVR and queues help callers reach a competent person, which shortens resolution time.

Reports enable data-based decisions — from staffing and script optimisation to setting SLA thresholds.

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