Teams | Collaboration | Customer Service | Project Management

Farmacity is one of the major retail store chains in Argentina, with a business model that combines pharma with convenience stores. Since its foundation in 1997, it has consolidated its position as the largest employer of pharmaceutical professionals in the country. With more than 300 stores and two distribution centers, Farmacity employs over 7,000 people. Before working with InvGate Service Desk, Farmacity was using a self-developed ticketing solution.

It seems like the IT industry is paying more holistic attention to experience management. Needless to say, leadership in the information technology sector is all about making teams reach their full potential and encouraging customer loyalty. Yet, in the past, we’ve failed to create direct links between employees and customers as if there was no correlation. But now, the total experience strategy is emerging beyond potentiality and loyalty.

In the modern world of B2B, all organizations now have to be hyper-focused on service. And not just within the customer service teams, but right across the entire fabric of the organization. Good customer service across the board is an organization’s key to customer retention and expansion.

It’s no secret that people expect great customer service wherever they go. A survey found that 95% of customers say that customer service is key for brand loyalty. More than 60% of those same customers say that they have deserted a brand and switched over to a rival company because of poor customer service. However, any growing business is bound to face the difficulties of scaling their customer service operations, especially if they’re old-fashioned.

The customer service management process is a crucial part of maintaining customer relationships. It helps businesses keep track of customer interactions, identify and resolve customer issues, and ensure quality and consistency in the customer experience. By understanding the key points of contact in the customer service management process, businesses can ensure they are providing the best possible service to their customers while also improving their bottom line.

InvGate Service Desk has a brand new Request View to improve our users' experience — while keeping all the details service desk agents need to process tickets right at hand. At InvGate, we’re always looking for ways to improve our UX/UI to provide our users with a better experience. And that means listening to their feedback and turning it into action. This is why we improved the Request View in InvGate Service Desk.

Cybersecurity is a key priority for small, medium, and large companies. If you are a keen internet user or a lover of news and trending topics, I am sure you already know the current threats surrounding the cybersecurity realm. Cybersecurity threats are now a nightmare that faces all levels of organizations. Malware attacks, DDoS threats, phishing, brute force, SQL injections, etc. are running riot in the internet streets.

The best customer tools for business consultants can elevate your consulting business and make it more efficient. If you are constantly looking for new ways to drive operational efficiency and streamline your workflows, you need to take some of the tools on our list for a test drive. With an abundance of tools on the market, there is no shortage of options to choose from.

Organizations spend a lot of resources to make their employees productive. Revenue in the productivity software segment is expected to reach US$72.88 bn in 2022, according to Statista. Productive employees help organizations grow and improve customer satisfaction. For a service desk, task management comes in. Intelligent task management can improve the service desk experience significantly for both users and service desk agents. Let’s explore how.

Let me tell you a story. Some years ago, I was working as a help desk agent at a medical device company. One of the senior VPs of Sales – let’s call him John – was pushing me past the limits of what I could do. Getting his personal iPhone to work with corporate email, support personal laptops, aircards, hotspots, and more. It got so bad that I found myself in my manager’s office with John, and he ended up apologizing.