How PromoFarma increased Customer Satisfaction by 93% through a unified CRM

PromoFarma partnered with redk to optimise operations with Zendesk’s Support Suite Enterprise, achieving a 20% increase in chat interactions, 30% of inquiries resolved by chatbots, and a 93% boost in customer satisfaction.

Objetivos

PromoFarma’s main objective was to perfect the customer experience while driving operational efficiency across its large, multi-stakeholder marketplace. With more than a thousand partner pharmacies and a growing international customer base, it needed a scalable, data-driven system to support consistent and personalised service.

The digital transformation project focused on:

Customer-centric operations

Strengthen customer support to handle growing demand while maintaining quality.

Data visibility and reporting

Create complete, actionable reports to monitor performance and guide decision-making.

Omnichannel communication

Unify phone, chat, email, and social media into one seamless support ecosystem.

Scalable chat management

Expand and professionalise chat services, making them a central interaction channel.

Operational unification

Bring together multiple subsidiaries under a single, integrated system.

Desafíos y soluciones

Managing such a broad ecosystem of customers, sellers, and logistics partners required PromoFarma to rethink its operating model. Legacy processes based on external tools and isolated systems were limiting scalability, reporting, and responsiveness. With redk’s guidance, PromoFarma adopted Zendesk’s Support Suite Enterprise and restructured its workflows to meet new customer expectations.

Desafío

Solución

Desafio

Manual, disjointed workflows across multiple subsidiaries (PromoFarma, Doctipharma, PromoFarma Sellers).

Heavy reliance on external tools and limited visibility on customer service KPIs.

Growing volume of inquiries, especially related to the website and order process.

Need for scalable, automated customer support.

Compliance with GDPR and user privacy in digital interactions.

Solución

Unified operations within one Zendesk ecosystem, while keeping separate phone numbers, workflows, and notifications for each brand.
Implemented Zendesk Explore to generate customised dashboards, reports, and insights in real time.
Expanded use of Zendesk Chat across key website pages and homepage, with exclusive chat agents and best practices like shortcuts and macros for efficiency.
Integrated chatbots now handling 30% of inquiries, reducing agent workload and speeding up response times.
Implemented tailored development plan for GDPR-compliant chat management.

Resultados

By digitising its customer operations with Zendesk’s Support Suite Enterprise and the strategic guidance of redk, PromoFarma has transformed the way it interacts with customers, sellers, and logistics partners.

The company moved from fragmented workflows to a unified, automated support ecosystem that delivers tangible business growth and customer satisfaction gains.

20% increase in chat communications

By expanding chat across the website and dedicating resources to its management, PromoFarma created a scalable, efficient service channel.

93% increase in customer satisfaction

Enhanced reporting, faster escalation, and automation led to almost doubling customer satisfaction scores.

30% of inquiries handled by chatbots

Automation freed up human agents to focus on complex issues while maintaining speed and accuracy.

Productivity gains across operations teams

As Beatriz López, Operations Manager, explains: “More complete reporting, greater monitoring of ticket escalation and a minimisation of external tools have resulted in greater productivity.”

Omnichannel and unified experience

Zendesk Talk, Guide, Explore, and Chat created a single, seamless environment where phone, email, chat, and social media are managed consistently across all teams.

‍

Sobre la compañía

Promofarma

PromoFarma, part of DocMorris AG, is one of the largest pharmaceutical e-commerce marketplaces in Spain. The platform offers more than 150,000 products from 7,000 brands and collaborates with over 1,000 pharmacies across Spain, France, and Italy. Its mission is to deliver a seamless, customer-focused shopping experience while supporting pharmacies with advanced digital tools.

Industria

Farmaceutica

"Praesent commodo cursus magna, vel scelerisque nisl consectetur et. Duis mollis, est non commodo luctus, nisi erat porttitor ligula, eget lacinia odio sem nec elit. Etiam porta sem malesuada magna mollis euismod."

Name Surname

Position, Company name

With redk’s guidance and Zendesk’s technology, we now have more complete reporting, greater monitoring of ticket escalation, and fewer external tools. This has boosted our productivity and allowed us to deliver a more seamless, customer-focused experience.

Beatriz López

Operations Manager at Promofarma