Schronisko Bukowina — ticketing + VoIP/IVR and sales integration
We brought email, phone and sales platforms into one Debesis ticketing and customer service system . The IVR routes customers to the restaurant or the shop, ACD queues and recording organise work, and the order history shown during the call speeds up service. More than 68% of cases are handled within an hour and more than 70% of messages close automatically.
Project summary
Schronisko Bukowina organised communication and sales by combining phone, IVR, ACD queues, recording and mailboxes in one environment. One source of data and automation removed the chaos, and seeing the order during the call improved the customer experience.
Customers often called the wrong number (restaurant vs. shop), and correspondence from many platforms was scattered. The Debesis ticketing and customer service system , integrated with the cloud PBX and IVR, eliminated misrouting, sped up case registration and shortened response times.
The team now has one workspace with order history and recordings. Automatic messages and categorisation reduced manual work, resulting in more than 68% of cases resolved within an hour and more than 70% of messages handled without staff involvement.
Challenges before the rollout
- Phone orders went to the wrong department, lowering customer satisfaction.
- Scattered channels: many mailboxes, several sales platforms, no single workspace.
- No certainty that the agent was talking to the right customer — little visibility of current orders.
- Inconsistent notifications and no recordings made quality control hard.
Solution Debesis
Ticketing, VoIP/IVR and sales integration in one workspace — with a focus on automation and speed.
Ticketing + customer service system
Request categorisation, SLAs and one place for emails and forms; customer and order history speeds up replies.
VoIP/IVR with queues and recording
The IVR splits restaurant and shop traffic, ACD queues balance the load, and recordings support quality control and training.
Sales system integration
During the call the agent sees the customer’s current orders, payment and delivery status — without switching tabs.
Automatic notifications
Removing duplicates and sending automatic status messages reduced the number of cases needing a person.
Results summary
68% of cases within 1 hour
Faster responses thanks to ACD queues, priorities and full customer context.
>70% of messages without staff involvement
Automatic notifications and categorisation reduced manual work.
Fewer misrouted calls
The IVR and voice announcements route calls to the restaurant or shop, improving the customer experience.
See how we can help your team
Looking for faster service and order in your communication? We will show how the Debesis ticketing and customer service system with IVR, recording and sales integration can shorten response times in your company too.