Introduction
Nutrifood is a national private company engaged in the health food and beverage industry. The company was founded in February 1979. Nutrifood’s head office is in Jakarta, with a distribution network that reaches more than thirty countries in the world. The Company believes in prevention is better than cure, therefore through Nutrifood Research Center, together with the academic community, the company continuously search for more knowledge and findings, in order to inspire healthier society by managing sugar, salt, and fat intake.
Problem faced earlier before using Faveo
Before Faveo we were handling all operation processes manually and there were multiple stakeholders involved in this process, which made the whole manually handling of the process tedious. Faveo brought in an organization which helped us to improve these processes and streamline and made easy communication between different departments on common task/issues in a nice timeline view.
Solution
By using Faveo we implemented the ITIL framework lifecycle which includes Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service. It helped us to demonstrate compliance and to measure improvement in an easier way.
Experience with Faveo
There were several issues we faced in the initial stages of Faveo implementation, but the support team was very helpful and understood the requirements and fixed our issues on a priority basis. After the quick implementation of Faveo, we effectively optimized customer support operations. Since now we are going to live with Faveo. The workflows are much more streamlined and efficient. By reducing manual efforts for agents, SLA is up to mark which improved our quality of services.
