Case studies
How Farmaplus Standardized Its Operations And Transformed Service Management With InvGate
Farmaplus is one of the fastest-growing pharmacy chains in Argentina. With more than six decades of experience, its recent expansion has been notable and the company continues to focus on reaching more customers, expanding its presence, and strengthening its value proposition in the market.
To sustain this growth, the organization identified the need to optimize and unify the management of its internal services, ensuring agility, reliability, and quality in each interaction.
With this goal in mind, it decided to implement InvGate Service Management, resulting in a standardization of its operations and a deep organizational transformation.
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The challenge
Before implementing InvGate Service Management, each area of Farmaplus managed its requests through different channels, which made it difficult to centralize information and have complete visibility of the operation.
In particular, the IT team received requests through various channels (such as telephone, messaging, email, or informal conversations), which made it more complex to prioritize and avoid duplication.
The company decided to take a step towards a more professional and standardized management system, which would serve as a solid foundation to support its projected growth.
Centralization and transformation with InvGate Service Management
With the implementation of InvGate Service Management, Farmaplus was able to centralize support, unify channels, and establish clear processes that allowed it to scale their operations in an orderly manner.
The solution not only addressed immediate needs but also drove a broader organizational transformation.
- Centralization of internal support - The implementation started with an IT help desk and, in just three months, five more areas were added (People and Culture, Reverse Logistics, Social Services, E-Commerce and Commercial ABM), all managing requests from the same platform.
- Real-time operational visibility - Within 90 days, the business implemented dashboards to detect opportunities for improvement and make decisions based on reliable data.
- Processes ready for scaling - The new branches were integrated quickly, with a minimal learning curve, ensuring operational continuity from day one.
- Cultural change - The company adopted practices with traceability and shared responsibility, leaving behind unregistered channels for internal requests.
Keys to the transformation and next steps
InvGate Service Management's implementation, along with the work of partner CDN IT Services, allowed Farmaplus to optimize Service Management, incorporate operational visibility, and facilitate processes without adding unnecessary complexity.
In particular, the organization achieved:
- 100% elimination of informal tickets.
- 90 days to operational visibility with real-time dashboards.
- 60+ active agents.
If your team also needs to standardize its processes and prepare operations to grow with stability, we invite you to try InvGate Service Management free for 30 days!
