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"Today, we were able to receive demand, track and manage requests and authorizations, and navigate among the 15 business units responsible for the solution. Our response time is a critical factor, and OTRS ensures that requests do not disappear or go unanswered."

Jesaias Arruda, Infrastructure Manager at Bemol.

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Bemol Digital

Agents: 88

Tickets / Month: 5,900

Web

Bemol Digital

SolutionCustomer Service & Support IT Service Management

Role and authorization management for 5,900 tickets per month

Bemol, the largest retail group in the Western Amazon, present in the states of Amazonas, Rondônia, Roraima and Acre, has more than 4,500 employees who work in 34 physical stores, e-commerce, 32 pharmacies, 22 lotteries, 3 markets and 5 centers of distribution. It recently launched Bemol Serviços Financeiros, Bemol Solar and Bemol Digital. In 2022, the company will turn 80 and seeks to reach new levels of excellence.

Impact of OTRS

Integration of ticket management with authorizations
Receive demand; track and manage requests and authorizations; and navigate among the 15 business units responsible for the solution
100% automated workflow increased service quality
Eliminated a bottleneck which had generated 500 stuck tickets

Features Used

Customer information
Email communication channel
Personal organizer
Attachments
Asset Management (CMDB)
Knowledge management (FAQ)
Automated processes and workflows (BPMN)

Requirements

Workflow optimization
Management of requests and authorizations
Centralization of all internal customer service requests
Automation of 100% of the ticket flow through final resolution
Multiple queues
Access control

The Challenge

Tickets were routinely stuck and customers were frustrated.

With OTRS, Bemol was able to automate 100% of call workflows through final resolution. According to Josiane Froes, Service Desk Coordinator at Bemol Digital, OTRS managed to eliminate a bottleneck which had generated 500 stuck tickets.

Today, calls enter level 1; if necessary, the call is forwarded to level 2. From there, it returns with the solution to the professional who opened the request.

“Before, the flow was different, and we ended up accumulating the calls that were being checked for effectiveness as this return to the customer was manual. We always had outstanding issues. Now, the platform automatically signals the solution of the case to the customer. The automated flow greatly improved the process,” comments Josiane Froes, Service Desk Coordinator.

The Solution

Free version of ((OTRS)) Community Edition was updated to supported OTRS version.

In September 2021, Bemol centralized all service of its internal customers with the OTRS platform in the updated and supported version. Before, the company used the free version of the system, for which professional support and updates were discontinued by the OTRS Group in February 2021.

In the old version, everything was manual — classification of the ticket, follow-up of the resolution, final approval, and feedback to the requester.

“Today, the workflow is 100% automated, which has increased the quality of our service. The service team's time was also optimized through resources, assignments, and ticket histories,” highlights Josiane.

Why OTRS?

Automate 100% of the ticket workflow until the final resolution.

With the updated and supported version of OTRS, Bemol was able to automate 100% the call workflow until final resolution. According to Josiane Froes, Service Desk Coordinator at Bemol Digital, OTRS managed to eliminate a bottleneck which had generated 500 stopped tickets.

For customers, opening a ticket is very simple. They just send an email to the service desk and the system registers the call with the number, date, and description of the problem. “Today, we were able to receive demand, track and manage requests and authorizations, and navigate among the 15 business units responsible for the solution. Our response time is a critical factor, and OTRS ensures that requests do not disappear or go unanswered,” explains Jesaias Arruda, Infrastructure Manager at Bemol.