Omnichannel

Omnichannel in practice, not in a slide deck

A customer writes, then calls, then fills in a form. Without one queue that is three separate cases and three different answers.

Six channelsOne historyOne queueSLA across channels

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Why connect them

Six channels, one case

Omnichannel is not about having many channels — most companies already do. It is about the same case keeping its identity when the customer switches between them.

One history per customer

E-mail, call, form, SMS, portal message and API event sit on the same timeline, so nobody asks the customer to repeat themselves.

One queue and one set of rules

Categories, priorities and deadlines work the same way regardless of where the request came from.

One report

Volume and handling times are comparable across channels, which shows where work actually piles up.

How it works

How Debesis does it

Every channel lands in the same ticket structure — the difference is only how the message arrives.

E-mailMailboxes are collected into the system; replies keep the thread and the case number.
PhoneWith the telephony module a call becomes a case with a recording, and the agent sees earlier contacts.
Web form and SMSForms feed the queue directly; SMS handles confirmations, reminders and short exchanges.
Customer portalThe customer checks the status of their own cases instead of asking for an update.
APIOther systems create and update cases automatically — Schronisko Bukowina uses this to show orders, payments and deliveries during a call.

Who it is for

Who needs it most

Wherever customers move between channels and expect the company to keep up.

E-commerce

Roneberg cut e-mails needing manual handling by 78% and raised call answer rate by 38%.

Healthcare

Patients call, write and use forms — Stacja Zdrowie handles around 150 calls a day alongside written requests.

Distribution and logistics

One operator collects phone, dozens of mailboxes and a returns form into a single system across Poland and 19 EU countries.

Service companies with SLAs

When deadlines are contractual, they have to hold across every channel, not just e-mail.

FAQ — omnichannel

What is an omnichannel customer service system?

Software that collects requests from every channel into one queue and keeps a single history per customer, so a case does not restart when the channel changes.

Which channels does Debesis support?

E-mail, phone, web forms, SMS, the customer portal and API — in the plan appropriate to each.

Does the customer see their own cases?

Yes, through the customer portal, which is part of the Comprehensive plan.

Do SLA rules work the same on every channel?

Yes. Categories, deadlines and reporting are shared, so a phone case is measured like a written one.

Can other systems create cases?

Yes, through API — used for example to bring orders and shipment data into the conversation.

How much does it cost?

Plans are priced per agent: 119, 149 and 169 PLN net per user per month, with a 10% discount on annual billing.

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