About the company
Szkółka Pnączy Marek Wędrowski is one of the leading ornamental plant producers in Poland, with output exceeding one million units. The company supplies cuttings to both retail and wholesale customers across the European Union. To operate efficiently, the company employs between 20 and 50 people, depending on the seasonality of production. However, this variability does not extend to customer service, where the nursery relies on a small team of permanent, trusted staff.
Experience and early online presence
Marek Wędrowski has been running the nursery for nearly 45 years, earning a reputation as a trusted expert in the field. The decades of credibility and trust he has built remain among the company’s most valuable assets.
Since 2011, the nursery has also operated online – initially through an e-commerce store and a single Allegro account (note: Allegro is the most popular marketplace in Poland like Amazon).
In 2020, the pandemic disrupted global markets, making it necessary to adapt and place greater emphasis on online sales. It quickly became clear that success in e-commerce required more than just launching an online store – it also depended on efficient processes, a strong marketplace presence, logistics, and effective product management.
Over the past five years, the nursery has steadily expanded its online operations, strengthening its presence across both Polish and European markets. Today, it operates 20 sales channels, with plans to launch five more between 2025 and 2026.
Before implementing Responso
Separate browser profiles just to log in to multiple Allegro accounts. Dozens of tabs open at once for different marketplaces. E-mail, phone calls, Base, Messenger, and WhatsApp – all handled on a phone. Put simply: chaos.
Key challenges:
- A strong reputation and years of experience attracted thousands of customers – each expecting personalized advice that could not always be delivered on time.
- There was no centralized view of customer communication history.
- Handling customer service during peak sales periods was especially challenging.
Choosing Responso
Omnichannel sales had been talked about for years, but there was a lack of tools that could effectively support communication across all channels. When I discovered Responso, I immediately thought: this is exactly what I’ve been looking for. At the time, however, as a small startup, it did not fully earn my trust. In the end, a recommendation from Base convinced me to implement Responso in autumn 2021.
Key requirements for a customer service tool:
- It should not strip away the human touch from communication.
- It should enable centralized communication, making interactions with the brand more seamless and customer-friendly.
- It should help preserve the personal relationships with customers and the expert image built over decades.
I didn’t want our customers to become just tickets in a system.
Implementation process and results
Simple implementation: 🤩
Just a few clicks to launch the integrations. We didn’t need to invest much time in the implementation process.
Support: 🤩
We can always rely on the support of Responso’s dedicated Customer Success team, which proactively analyzes how we use the tool and suggests solutions that work well for our business.
Employee sentiment: 😥
Already during the implementation process, we discussed upcoming AI-based features. To my surprise, the team did not share my enthusiasm. In an honest conversation, concerns emerged about potential layoffs and the fear of being replaced by artificial intelligence. That is absolutely not the direction we want to take. Our goal in using AI is to improve comfort at work and to better handle the high traffic peaks that are part of our business. It is meant to provide stability for our existing team—rather than hiring temporary, seasonal staff during peak periods.
✅ Improved average response time
With all communication centralized in one place, the team can focus on actually responding to customers. The average response time has been reduced from around 8–10 hours before implementing Responso to just 2–4 hours.
✅ Scaling customer service without additional costs
Responso enables our trusted team to handle a steadily growing number of inquiries by approximately 20–30% year over year – without the need to expand the team.
✅ Reduced the number of errors and mistakes
Centralizing messages minimizes the risk of missed inquiries and incorrect responses.
How do you evaluate Responso after 4 years of collaboration?
Which features are most important in your day-to-day work with Responso?
Integrations – the growing number of integrations is crucial.
Message sentiment analysis – thanks to this AI feature, we can instantly identify which messages require urgent attention. This is extremely important in our business.
Reports – they help us better align our customer service operations with customer needs.
Is Responso a better fit for smaller or larger companies?
Both. It’s easier to grow your business with this kind of support. And if you’re already operating at scale, you’ll feel a real sense of relief being able to handle the volume you’re generating.
What sets Responso apart from others?
It is a Polish product, with continuous and fast-paced development, offered at an accessible price point. On top of that, the growing Customer Success team works proactively with clients – they’ll reach out to help you get the most out of the system.
Would you recommend Responso to others?
When asked whether to implement Responso, my answer is simple: are you still hesitating?
We would especially recommend Responso to any company with a customer-centric approach. The ability to scale alongside the business combined with how well Responso adapts to that growth also improves team comfort. Their work becomes easier, and they don’t have to constantly learn new tools.
Future plans
Implementation of the AI Assistant
We are a company with strong traditions. We want to modernize our operations, but we need to maintain full control because the quality of customer communication is our top priority. The AI features offered by Responso have now reached a level of maturity that we can trust. The AI Assistant will handle repetitive inquiries based on a comprehensive knowledge base that we have invested significant time in building. Now, we can finally put it to full use.
Implementation of Responso’s call center
This is a feature we truly need – and are eagerly waiting for.
Implementation of automation and website chat to help manage traffic
We are growing, but the seasonal nature of our sales does not allow for a significant increase in headcount. This makes automation and chat an ideal solution for us at this stage.
Further efforts to increase traffic
Responso is a tool with great untapped potential, which gives us the confidence to continue scaling our operations.
Monitoring changing trends
Research on younger generations of customers shows a growing reluctance toward phone calls, alongside a high level of acceptance and comfort when interacting with AI agents. This is definitely a direction we will take into account in our future development.
