How INNPRO Robert Błędowski boosted their agents’ productivity with LiveAgent

• ~20% increase in team productivity
• ~15% reduction in average response time

Innovative European value-added distributor INNPRO specializes in wholesale consumer electronics, prioritizing reliability and user-centric design. When selecting a customer support platform, INNPRO sought a partner whose technology prioritizes structured communication and team performance. LiveAgent’s intuitive interface made onboarding fast and easy, while its powerful ticketing system provided the structure INNPRO needed to assign responsibilities across teams, making LiveAgent the ideal choice.

Tackling growing client portfolio requests

INNPRO Robert Błędowski has been constantly evolving its business since 2013. During this time, their assortment has expanded to over a dozen product categories, encompassing the offerings of more than 100 manufacturers. From a team of several people, they have transformed into a company of almost one hundred employees. 

With the growth of the brand portfolio, INNPRO Robert Błędowski detected the need to expand the number of supported brands across email communication. Their team identified the need for a system that would efficiently manage their agents’ workload while maintaining high standards of customer support. 

Katarzyna Skonieczna, who works at INNPRO Robert Błędowski as a PR specialist, says that before implementing LiveAgent, their main helpdesk challenge was managing the increasing volume of customer inquiries through a shared email inbox. “As our business grew, we needed a more structured way to handle communication and ensure no message was overlooked,”  Katarzyna highlights. Their customer support team was looking for a solution that would enable:

• Categorization and effective message tagging
• Ticket status and ownership tracking
• Duplicate responses prevention
• Full transparency over which cases required follow-up

Choosing the right platform to build a structured helpdesk

The decision to move to LiveAgent was driven by several factors that INNPRO Robert Błędowski took into consideration. The crucial factor for them was an intuitive interface that would make team onboarding fast and easy. Additionally, the company really valued an efficient LiveAgent ticketing system that structures workflows and responsibilities in a smooth and orderly manner. Finally, but importantly, a possibility to clearly assign responsibilities across teams was the determining factor that led to their decision to use LiveAgent.

“Thanks to LiveAgent, we now have a well-organized support environment that scales with our business and keeps us responsive across all channels.”

Setting up goals

LiveAgent’s reporting and analytics features gave them valuable insights into inquiry volume and trends, helping them continuously refine and improve the support strategy.

“Our main goal was to bring consistency to customer service and provide our team with a clear, functional platform to support their daily work. We also wanted better control over our email communication, particularly the ability to prioritize urgent inquiries and respond to them faster.”

Implementing LiveAgent

To implement LiveAgent INNPRO’s team followed these key steps:

• Started a testing phase managed by their IT team to ensure the platform met all technical and operational requirements. 
• The agents received training on how to use the system
• Integrated the company’s online marketplace accounts
• Started routing incoming messages into LiveAgent

“The entire process — including testing, training, and onboarding — took about one month,” Katarzyna says. “The transition went smoothly, and we continue to discover new features that enhance our workflows every day.”

Automated workflows with LiveAgent

The shift to LiveAgent has brought noticeable operational improvements to INNPRO Robert Błędowski. The platform enabled them to optimize ticket handling through automation, SLA rules, and clearer task ownership. As a result, their team works more efficiently, with less time lost on manual sorting or follow-ups. The enhanced structure has made it easier to prioritize urgent issues and maintain better oversight of ongoing conversations, ultimately improving both team morale and customer satisfaction.

Metrics & results:

Since implementing LiveAgent, the company has recorded:

• ~15% reduction in average response time The new system significantly decreased average response times, ensuring customers get timely support and increasing overall satisfaction.
• ~20% increase in team productivity Enhanced workflows and automation tools allowed the support team to handle more tasks efficiently, boosting overall productivity.

The introduction of automated workflows and SLA-driven prioritization has significantly improved how INNPRO manages customer interactions. “While we’re still building a more robust analytics baseline,” Katarzyna says, “the early indicators show that our support system is now more responsive, organized, and scalable.”

LiveAgent brought structure and clarity to their daily support operations. With features like ticket tracking, internal collaboration tools, and automation, they are now able to provide consistent, high-quality service, even as the company’s customer base expands.

“We would highly recommend LiveAgent to e-commerce companies — especially those operating on online sales platforms — because the ticketing system makes customer service management significantly more efficient.”

Future plans

As their journey with LiveAgent continues, INNPRO Robert Błędowski is planning to implement AI-powered technologies into their customer support operations. And LiveAgent AI Chatbot will become a perfect solution to automate their operations. Additionally, the team would like to experiment with customization options, such as the ability to rename ticket statuses or build custom automation scripts. This would help them customize the system to fit their internal processes better.