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Customer Story

3pAll fulfils its customers' expectations with multi-branded support

3pAll began using Deskpro to help provide technical and customer support across multiple brands.

3

AGENTS

2019

FOUNDED

Location

Northwood, New Hampshire

Deployment

Cloud

Industry

Fulfilment & Logistics

Website

3pall.com

The Challenge

Mark Frankfurt, Founder of 3pAll, needed a helpdesk solution that would help him and his team provide third party customer support for their multiple clients in the same system. Mark wanted a solution that could handle multiple brands easily as well as manage all their “technical support, order handling and inquiries” as smoothly as possible.

“When we started handling multiple clients’ customer support we started to look for a helpdesk that had great multi-branding support.” This led Mark to find Deskpro.

The Solution

After trialling a number of other helpdesks, Mark found that Deskpro met their specific multi-brand needs. “We tried a few different helpdesks but when I tried Deskpro the multi-branding capabilities really won me over.”

Alongside the multi-branding, Deskpro’s automations have made ticket routing and organizing the helpdesk much easier for Mark’s team. “We mostly use Deskpro for categorizing different tickets based on brands and then ticket types.” Which works with their different triggers and department permissions, as they use “automations for routing emails to the correct departments.”

The Benefits

Mark has found that providing customer support across multiple brands is made simple with Deskpro, “what I really like about Deskpro is the ability to make sure that all the brands are separate but I can still have multiple agents working on the same brand.” It means that the team are able to work across various brands on just one ticketing system, that takes away the complexities by intelligently routing inquiries to the right place. Overall, the team at 3pAll are pleased with their helpdesk: “Deskpro really has been a much better platform than any of the other CRMs we tried.”

Another benefit that Mark found was the ability to make Deskpro fit 3pAll’s needs, “it was nice to be able to customize Deskpro the way I needed to, so I could set up departments and labels to fit our needs.” In addition, he found that being able to “determine what I though a department was” meant their helpdesk was tailored exactly to their use of the helpdesk. In 3pAll’s case, they “use labels to determine which product a ticket is about” and then they have created custom reports to provide insights into their support cases. “I have reports that break it down by product, so our clients can see which products we spend the most time helping their customers with.”

The Future

At the moment, Mark’s team are primarily using Deskpro for ticketing but are interested in making further use of different communication channels through integrations. “We don’t make use of Voice or Chat at the moment but we would like to integrate third party softwares as our clients often already have existing systems in place.”

They are also interested in the coming changes to the Deskpro UI with the release of Horizon as Mark believes “a new user interface would definitely be helpful” especially when it comes to training new agents.

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