The Problem We Started With
Linella has dozens of stores across the country and thousands of employees and partners who need help every day—whether it’s a cash register that isn’t working, a supplier with an urgent question, or a customer with a complaint. Previously, all these requests came in via phone, email, or directly to headquarters, with no system to track them or ensure they received a timely response.
Why it was hard to manage
- Internal and external requests came in through different channels and were easily lost
- There was no clear way to tell what was urgent and what could wait
- Recurring issues were resolved from scratch each time, without a knowledge base
- Management didn’t know how long it took to resolve an issue and couldn’t improve the process
What we built
We implemented a unified support system that manages all requests in one place—whether they come from store employees, suppliers, or end customers. Each request is automatically assigned a priority, routed to the appropriate team, and can be tracked until resolution. The system is integrated with Linella’s service center, so that technical or equipment issues go directly to the team that can resolve them, without passing through multiple intermediaries.
Now we know exactly where each issue stands, who is resolving it, and how long it took. Nothing slips through the cracks anymore.
What Has Changed
- The average time to resolve issues has decreased by 60% compared to the previous process
- Over 80% of requests are closed in less than 24 hours
- Recurring issues are resolved using the knowledge base, freeing up the team’s time
