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Case study • e-commerce (Poland)

Sellpoint – a multichannel e-commerce helpdesk and request automation

The Debesis ticketing system centralises customer service at Sellpoint: it organises many mailboxes, automatically closes simple requests and lets the team respond faster.

Industrye-commerce / outsourcing
SystemDebesis ticketing
Results80% of requests closed automatically
Book a free demo See the ticketing system →
Scope Debesis ticketing system Helpdesk for e-commerce Centralised mailboxes Automatic case closing
80% of requests closed automatically 43% of replies within 15 minutes
Summary

Project summary at Sellpoint

Sellpoint – part of the Arteria S.A. group, a leader in Polish sales and customer service outsourcing – needed to organise multichannel customer communication as orders and enquiries grew fast.

Operations span sales on many platforms and numerous mailboxes, which naturally calls for centralisation, automation and better response-time metrics. The rollout of the Debesis ticketing system (helpdesk for e-commerce) included request categorisation, automatic closing of messages needing no action and automatic notifications on case registration.

After a year with the system:

  • more than 44,000 requests were closed automatically,
  • about 80% of all cases,
  • 43% of replies went out within 15 minutes.

The results confirmed that a unified customer service system significantly speeds up teams and raises customer satisfaction in e-commerce channels.

Context

About the customer and the main challenges

Sellpoint is part of the Warsaw Stock Exchange-listed Arteria S.A. group, which specialises in outsourced sales, sales support and customer service in Poland. One of Sellpoint’s pillars is supporting e-commerce businesses: logistics and warehousing, store platform management and IT solutions. Sellpoint also runs the e-sellpoint shopping platform.

As sales volumes grew and channels diversified, customer communication hit typical e-commerce scaling barriers:

  • sales across several platforms and marketplaces,
  • many mailboxes spread across teams,
  • repetitive questions about order status, payments, delivery and returns,
  • difficulty telling urgent requests from those that can simply be closed.

Such an environment places high demands on first response time (FRT), time to resolution (TTR), SLA compliance and shared knowledge. Sellpoint wanted a solution to:

  • shorten response times to customer questions,
  • handle many mailboxes from one central system,
  • eliminate messages that need no staff action – without lowering communication quality.
Strategy

Project goals and scope

Together with Debesis, goals were set combining operations and quality:

  • Centralisation – one source of truth for all customer requests (ticketing as a shared “console” for teams).
  • Automation – categorising incoming requests, auto-closing informational messages and sending notifications.
  • Faster response – reaching a solid response-time threshold, especially for repetitive, simple requests.
  • Scalability and order – growing volumes safely while keeping control, SLA visibility and clear priorities.

The scope focused on a full helpdesk system:

  • connecting many mailboxes to one system,
  • designing categories and topic queues,
  • configuring auto-closing rules,
  • automatic notifications and reply templates,
  • a reporting panel for FRT, TTR, SLA and volumes.
Solution

Key Debesis features at Sellpoint

The rollout focused on the daily work of e-commerce service teams — from order status questions to returns and complaints.

Multichannel thread consolidation

Many mailboxes and contact sources in one place. No more scattered threads or duplicate replies — every contact becomes a ticket with a number, status and history.

Categorisation and routing

Messages are categorised automatically (order status, payment, delivery/return, complaints, product questions) and assigned to the right queues and skills, shortening the path from arrival to a real answer.

Automatic case closing

If a request needs no action (system confirmations, duplicate enquiries, “thank you” replies) – the ticket closes automatically. Business rules enforce service standards consistently.

Automatic notifications

When a case is registered, the customer is told automatically that it has been received and is being handled, which cuts “did my email arrive?” follow-ups and builds a professional image.

Reply templates and knowledge base

A library of reply templates for core scenarios (order status, payment, delivery, returns/complaints) shortens replies and keeps quality stable whoever answers.

SLA, FRT and TTR reporting

A KPI panel for leads — FRT, TTR, volume per category/channel and share of auto-closed cases — to monitor SLAs and spot bottlenecks quickly.

Rollout

How the rollout went

1. Analysis and target model

The team gathered requirements on mailboxes, enquiry types and decision flows and agreed categories, priorities, queues and automation points — so agents focus on cases that need action and automation takes the rest.

2. Configuration and rules

Rules for categorising and auto-closing informational messages were set up, along with registration notifications per case type, so customers get immediate confirmation and know what to expect.

3. Templates and knowledge base

A standard template library for core scenarios (order status, payment, delivery, returns/complaints) shortened replies and stabilised quality.

4. Onboarding and training

The Sellpoint team was trained on the panel, queues, escalation, reports and KPIs, with simple governance rules — who owns which queues, how handoffs work, when to escalate or auto-close.

5. Stabilisation and optimisation

After go-live, a stabilisation period analysed reports, identified the slowest categories and adjusted rules. Templates are reviewed regularly for new promotions and policies.

Results

Main results

After 12 months with the Debesis ticketing system, Sellpoint achieved measurable results in automation and speed.

80% of requests closed automatically

>44,000 requests were closed automatically — about 80% of all cases in the system. Eight in ten requests needed no human work.

43% of replies within 15 minutes

43% of messages received a reply within 15 minutes, which directly means happier customers and fewer duplicate enquiries.

A scalable e-commerce helpdesk

The high auto-close rate was possible because many messages were informational or repetitive. Well-tuned rules and categories identified self-resolving cases and closed them without the team.

80% of requests closed automatically, 43% of replies within 15 minutes — results after 12 months at Sellpoint

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