Fackelmann Housewares Case Study Article

Fackelmann Housewares, a leading supplier of kitchenware and home solutions across Australia, New Zealand, Singapore, and the UK, operates under 15 globally recognised brands, including Wiltshire, Stanley Rogers, and Furi, with a complex e-commerce ecosystem powered by six unique Shopify stores. As the business scaled, customer support became increasingly inefficient, with agents struggling to manage enquiries across eight separate shared email inboxes. The absence of a centralised system and real-time order visibility led to slow response times, poor customer experiences, and limited business insights.

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To address these challenges, Fackelmann Housewares needed a unified, integrated CX platform that could consolidate all customer activity from their Shopify stores, streamline communication through centralised workflows, and offer a 360-degree real-time view of each customer across all stores, brands, and channels. To unify its customer support operations, Fackelmann Housewares partnered with optimate.me to architect and implement Zendesk and Agnostack as their central CX platform.

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