Grupo CRM leads the brands Kopenhagen, Chocolates Brasil Cacau, Kop Koffee, and Lindt. A major Desk Manager client, the group was able to transform its service operations through the implementation of our platform across various departments.
With more than 800 stores across Brazil, the group stands out for the recognized quality of its predominantly handcrafted products. A pioneer in the fine chocolate segment in Brazil, Kopenhagen is one of the group’s most recognized brands, with 90 years of history.
Their mission is to be admired in the chocolate market by building long-term relationships with consumers. They offer high-quality products that cater to various gifting and consumption occasions, combining a differentiated shopping experience in their stores.
Grupo CRM researched and tested several solutions in search of a Service Desk system that could meet the diverse needs of its operation. With Desk Manager, the company was able to better understand and visualize important data such as metrics and tickets, more easily accessing reports and analysis.
Currently, the company is able to measure analyst performance and identify recurring issues to correct them more efficiently. Integration with Power BI helped provide better management insight and presentation of key metrics to the board. Desk Manager also made it possible to improve the service provided by their IT team. For our entire team, it is a great pleasure to collaborate with the development of Grupo CRM.
“After implementing the platform, with Desk Manager we achieved the highest level of after-sales service in the solar market.”
Fernando Domingos
Engineering and After-sales Supervisor, BYD
“Desk Manager helps with several processes we have within the company, from the Service Desk to customer service (to be reactive), as well as in the field part.”
Nivaldo Foresti
COO, Operations Director, Voxel
“Desk Manager helps with several processes we have within the company, from the Service Desk to customer support (to be reactive), as well as field operations.”
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