Founded in 1968 in Forlì, Dorelan is an Italian company renowned for the high quality of its mattresses, beds, bed bases and pillows, made entirely in Italy. With a global presence that includes over 200 mono-brand stores and 2,000 retailers, the company has long stood out for innovation.
In 2024, Dorelan decided to tackle a crucial challenge: to improve the efficiency of support towards its points of sale around the world, optimising the management process of service requests. To do so, the On.MyJob ticketing solution was chosen.
Client needs
When emails are no longer enough
With a network of over 200 points of sale around the world, Dorelan handled support requests via email, a method that encountered numerous problems.
The lack of a centralised system risked missing important reports, making it difficult to monitor requests and slowing down responses. The company needed a tool that could automate the service process, ensuring speed, efficiency and traceability.
Soluzione
A system that simplifies and connects
Dorelan chose the On.MyJob ticketing module to transform its After-Sales Service approach. With it, every support request sent from the points of sale to a dedicated email automatically generates a ticket that can be tracked by the central IT team.
This system has allowed Dorelan to manage reports quickly and in an organised manner, improving the collaboration between points of sale and the IT team.
On.MyJob has centralised the workflow, eliminating the risk of losing reports and ensuring greater visibility on all ongoing requests. The continuous support provided during implementation has made it possible to quickly achieve the expected results, with a smooth and non-disruptive integration for the daily operations of the company.
The Work Management Software that thinks of everything!
The complete software solution designed to easily and intuitively manage the organisational, operational, collaborative and accounting aspects of any type of company.
Contact us to find out how On.MyJob can also help your business achieve concrete results.
Results obtained
A new way to manage customer support
The introduction of On.MyJob led to a significant improvement in Dorelan’s operational efficiency. The ticketing system has allowed the IT team to manage requests more quickly and accurately, eliminating the risk of reports being lost and centralising the management of communications. This made the entire service process smoother and more organised.
According to Dorelan’s IT team, the system improved the visibility and monitoring of requests, increasing internal and point-of-sale satisfaction. Thanks to the traceability and centralisation offered by On.MyJob, Dorelan has been able to respond to the requests of its stores in a more timely and accurate manner, reducing response times and boosting the efficiency of the service process.
In addition, the successful implementation of On.MyJob has opened up new opportunities for Dorelan, which has since decided to expand the use of the software to other areas, such as managing internal resources through additional modules.
