VARGO Help Desk Case Study: Streamlining Customer Support with Jitbit
In this help desk case study, we look at how VARGO® -- a company that solves complex e-commerce distribution challenges -- transformed its customer support using Jitbit Helpdesk. By replacing a fragmented email workflow with a dedicated ticketing system, VARGO cut response times, automated ticket routing, and gave every client a clear window into the status of their support requests.
The Challenge: Scaling Customer Support for High-Volume E-Commerce
VARGO handles fulfillment and distribution equipment for small, medium, and large retailers, wholesalers, manufacturers, and e-commerce businesses. Their clients can generate hundreds of thousands of orders per day, and each of those clients expects fast, reliable technical support when something goes wrong.
As VARGO's business grew, so did the volume of incoming support requests. The team had been managing everything through email, which made it difficult to track open issues, prioritize urgent tickets, and ensure nothing slipped through the cracks. They needed a help desk solution that could keep pace with their growth.
Quick Setup: From Email-Only to a Full Help Desk in Hours
VARGO chose Jitbit Helpdesk for its ease of deployment. The team had the platform up and running within a couple of hours -- no lengthy onboarding or complex IT projects required.
"After the full implementation we spent several hours customizing email templates and automation rules, but none of that was absolutely necessary to get up and going," said Jared Call, Manager of Software QA and Support at VARGO.
Once Jitbit was in place, VARGO immediately configured email templates to notify clients the moment a support ticket was created from their request. They also embedded their critical emergency support contact information in those templates, so clients who needed urgent help could escalate without searching for a phone number.
Mobile Support: Helping Customers On the Go
With a distributed support team, VARGO needed more than a desktop-only solution. Jitbit's mobile app allowed technicians to view, respond to, and manage tickets from anywhere, keeping response times low even when team members were away from their desks.
Automation That Improves Customer Service
The biggest operational improvement came from Jitbit's automation rules. With automation in place, VARGO was able to:
- Auto-categorize incoming tickets -- support requests are tagged and routed to the right team member without manual intervention
- Restrict ticket visibility -- each customer sees only their own tickets, keeping data secure and the interface clean
- Trigger alerts for re-opened tickets -- email notifications are sent to technicians and support managers whenever a resolved ticket is re-opened, so no issue is left unattended
"Jitbit has made it easier to make sure that our customer's issues don't get forgotten or neglected. Jitbit helps us provide better customer service," explained Jared.
The Results: Organized Ticketing, Better Service
Before Jitbit, VARGO's support team relied entirely on email. That meant no ticket tracking, no automation, and no clear audit trail. After switching to Jitbit Helpdesk, the team gained:
- Centralized ticket management -- every support request is logged, tracked, and searchable in one place
- Faster response times -- automated routing and mobile access ensure tickets are addressed quickly
- Proactive customer communication -- automated email templates keep clients informed at every stage of their support request
- Accountability and transparency -- alerts and ticket history make it easy to see who handled what and when
For a company handling the distribution infrastructure behind some of the largest e-commerce operations, reliable customer support is not optional. Jitbit Helpdesk gave VARGO the tools to organize, automate, and scale their support without adding complexity.
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