Despar Nordest manages a network of over 560 supermarkets (both directly managed and in franchising) in the Triveneto and Emilia Romagna regions. All Despar Nordest supermarkets are designed and customized to perfectly suit the needs of their buyers and they all share the same mission: from the little corner shop to the huge supermarket, they all focus on giving great value to the customer and offering him an ideal buying experience.
This doesn’t end at the supermarket counter: every point of contact with the client is an opportunity to grow and to carry the Despar brand within the Italian home.
With the advent of social media the workload became extremely heavy: over 25.000 messages every year, and sometimes with more than 500 requests for a single issue!
Furthermore, to provide the best level of service, Despar Nordest’s customer care team has always been organised in a very collaborative fashion: all the different departments are asked to contribute, and directly participate to ticket management with their know-how of specific products.
Using Deskero, the Despar team could keep all its winning customer care strategies (strong personality, quick answers, great collaboration between departments) while also counting on better ticket management, strong tools to simplify the workflow and an effective set of reports.