5 min read
Farmacity, one of Argentina’s largest retail pharmacy chains, operates over 300 stores and two distribution centers, employing more than 7,000 people. Since its founding in 1997, the company has consolidated its position as the country’s leading employer of pharmaceutical professionals.
As Farmacity experienced exponential growth, its existing IT Service Management system struggled to keep up. The company relied on a homegrown ticketing solution that was limited to IT agents and inaccessible to end users. This led to inefficient request handling, a high volume of emails and phone calls, and a lack of standardized service management processes.
To address these challenges, Farmacity implemented InvGate Service Management, transitioning from an on-premise system to a cloud-based platform. This transformation allowed the company to scale operations efficiently, centralize its help desks, and optimize internal service delivery—ultimately reducing the number of agents needed by 30%.
Keep reading to discover how Farmacity improved service efficiency and supported business growth with InvGate!
Read the full success story
Learn how Farmacity scaled operations and reduced service management costs with InvGate.
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About Farmacity
Farmacity is one of Argentina’s largest pharmacy and retail chains, combining pharmaceuticals with convenience store offerings. With more than 300 stores, two distribution centers, and over 7,000 employees, the company is a leader in the sector and works with more than 70 SMEs to develop its own products.
Optimizing service management during rapid growth
Challenges before InvGate
Before implementing InvGate Service Management, Farmacity faced several operational inefficiencies:
- A homegrown ticketing solution that only IT agents could access, leading to reliance on emails and phone calls for support.
- High service request volumes with no centralized knowledge sharing.
- Multiple disconnected service management models, making it difficult to scale operations efficiently.
- Lack of service metrics, limiting visibility into performance and optimization opportunities.
How InvGate helped
Farmacity partnered with Expertice, an InvGate certified partner, to implement InvGate Service Management and transition from a siloed system to an Enterprise Service Management (ESM) strategy. Key improvements included:
- Scaling Service Management: Help desks expanded from 15 to over 65, covering more than 10 business areas.
- Enhanced automation: Ticket workflows were optimized, reducing reliance on manual processes.
- Custom service delivery: InvGate’s flexibility allowed different teams to implement workflows tailored to their needs.
- Seamless cloud migration: Moving from an on-premise solution to a cloud-based system improved agility and reduced maintenance efforts.
Key results of InvGate implementation
By leveraging InvGate Service Management, Farmacity achieved:
- 30% reduction in required agents: Streamlined processes led to more efficient Service Management with fewer resources.
- Scalable support infrastructure: Expanded from 50 to 250 agents, supporting a growing number of service desks.
- Centralized operations: Consolidated 65 help desks across 10 departments, ensuring consistency in service delivery.
- Improved request tracking: Increased visibility into ticket lifecycles and SLAs, enhancing accountability and service performance.
Enterprise Service Management and digital transformation
Farmacity’s Enterprise Service Management strategy played a crucial role in its digital transformation by:
- Enhancing Knowledge Management: A self-service portal and well-documented processes reduced request volumes.
- Optimizing onboarding workflows: Coordinating approvals and notifications across HR, IT, and Purchasing teams.
- Supporting an agile work model: Transitioning from a level-based support system to seven Experience Teams focused on different customer segments and eight Efficiency Teams providing cross-functional support.
This shift allowed Farmacity to handle over 15,000 service requests per month, fostering a ticket-first culture within the organization.
Next steps
Farmacity plans to further enhance its service management by:
- Expanding its automation capabilities to improve request processing times.
- Strengthening self-service adoption to further reduce agent workload.
- Continuing to optimize workflows and cross-functional collaboration within its agile service model.
Request a free trial today
Looking to optimize your service management like Farmacity? Request a 30-day free trial of InvGate Service Management and discover how you can scale operations while reducing costs.
