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Customer service tools for Oknoplast

Oknoplast is a company with more than 23 years of experience mainly in the PVC window industry. Oknoplast also offers window accessories, exterior and patio doors, blinds, and aluminium products. The company has nearly 3,000 stores in 13 European countries.

Tasks and objectives

The most important goal of the project was the automation of complaint handling processes and the shortening of the time needed to handle requests submitted by business partners. Based on the analysis of the existing process, a plan for the implementation of tools to improve the service has been prepared. It included the implementation of a complaint and helpdesk system.

Key features of DMS:

  • registration of tasks by type,
  • possibility to file a complaint through the form on the website (for retail customers) or through the internal system (for wholesale customers),
  • automatic estimation of the complaint’s value,
  • SMS and e-mail notification system for customers,
  • reports.

In addition to designing the DMS's structure and mechanisms, the project also included the implementation of the helpdesk system. The Virtual Help Desk provides support to the IT department. It allows to define the priorities of the reported cases and assign them to specific employees.

As part of the order, we have also integrated the platform with the company's IFS system.

Main benefits for the Client
  • Customer service support tools,
  • Faster way to handle complaints,
  • Increased customer satisfaction and loyalty,
  • Saving time and labour costs.
... and what can we do for you ?


  • We effectively support customer's growth

    We support your growth

  • Ideo Agency - 250 experts onboard

    250 experts onboard

  • We work in SCRUM, Agile

    SCRUM / Agile

  • IT Outsourcing experience

    IT Outsourcing experience

  • Top Custom Software Developer

    Top Custom Software Developer

And last but not least. Projects that we create receive many awards and distinctions. So clearly, we do it right!


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Top Custom Software Developer

Clients rate our comprehensive approach to project implementation and business consulting very well. This is one of the main reasons we are considered by Clutch as a leading eCommerce Software Development Team in Poland.


In our daily work, we help to develop our clients' businesses. Their trust and effective cooperation make us grow as well. January, 2022, the new edition of Forbes Diamond Award report was published. We are proud to be listed among the fastest-growing Polish enterprises in this prestigious report.


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