J. J. Louro is a Portuguese furniture manufacturer, with orders, logistics, commercial, partnerships and after-sales teams serving its clients. Every request arrived by email, and people sorted it by hand across scattered inboxes.

No consistent routing

Requests landed in different inboxes and reached the right team only when someone forwarded them.

No view of response times

Without one queue, nobody could track how long a request waited or who was working on it.

Uneven workload

Some operators carried most of the load while others had spare capacity, with no way to balance it.

Using GenOS Service and Supervisor, we built one service desk for every inbound request.

A classification agent reads each email and sorts it into one of eight categories. A routing layer sends the ticket to the right team and to the operator with the least active load, with caps per person and escalation when a request waits too long.

For orders, a specialist agent extracts the client and product details, checks stock in the ERP and prepares a draft order. The operator reviews it and approves it before anything is committed or sent.

Underneath is the GenOS Platform: every action and decision is logged and traceable, so the team can monitor the desk and tune it from real production data.