Farmaplus is one of the fastest-growing pharmacy chains in Argentina. With over six decades in the market, its recent expansion has been remarkable: by mid-2023, it operated 43 branches, and in just one year, it surpassed 100 points of sale. Its goal is to reach 150 locations by 2026.
Alongside this growth, the company faced an internal challenge that threatened to slow its progress: the lack of formal, centralized management of its internal services.
Keep reading to discover how Farmaplus transformed its internal support with InvGate Service Management to keep pace with its growth.
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The challenge: Informal management amid rapid expansion
Until April 2024, each department at Farmaplus handled its needs without formal channels, traceability, or unified tools.
Specifically, the IT team received requests by phone, WhatsApp, email, or casual conversations. The result was constant overload, repeated tickets, lack of prioritization, and clear difficulty scaling support.
The company needed to professionalize its internal management and build a solid foundation to sustain growth.
Scalable operations with InvGate Service Management
By implementing InvGate Service Management, Farmaplus centralized support, eliminated informal tickets, and scaled its operations in an organized way. The tool not only addressed urgent issues but also enabled a broader organizational transformation:
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Centralized internal support: The process began with an IT help desk, and within three months, five more departments joined — People & Culture, Reverse Logistics, Social Security, E-commerce, and Commercial ABM — all managing work through the same platform.
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Real-time operational visibility: Within just 90 days, dashboards were implemented that allowed the team to identify common issues (like billing errors or returns) and make decisions based on concrete data rather than assumptions.
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Processes ready to scale: New stores integrated without additional training. Managers knew how to use the platform from day one, ensuring operational continuity from the start.
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Cultural change across the organization: New, more structured ways of working were established, with traceability and shared accountability between departments. Farmaplus has already eliminated 100% of informal tickets.
Keys to the transformation and next steps
Farmaplus’ case shows how the right tool, supported by a strategic partner and genuine internal commitment, can organize processes without slowing growth.
Implementing InvGate Service Management eliminated informality, added operational visibility, and established scalable processes — all within a few months.
Working closely with our partner CDN IT Services was key to adapting the solution to the company’s pace, without adding unnecessary complexity. Most importantly, adoption went beyond IT and became a new way of working across the whole organization.
If your team also needs to leave informal management behind and prepare operations to grow with stability, we invite you to try InvGate Service Management free for 30 days!
