As a growing company, a key challenge for Laboratory Testing was to find a software for a good price, whilst providing a quality support system for their Human Resources department.
The HR team were overwhelmed with the quantity and complexity of their daily workflow – having to manage numerous and frequent common requests.
Therefore, it was imperative for Laboratory Testing to find an efficient and long-term solution.
The search for a new helpdesk was far reaching for Colin and Scott. They managed to whittle their decision down to Zendesk and Deskpro. Ultimately, they decided to go with Deskpro, because it provided Laboratory Testing with a customizable HR helpdesk that was scalable and didn’t come with expensive price plans.
Colin and the team have also notably benefited from the responsiveness of the support at Deskpro, since they first started trialling the software.
“The support team has been fantastic, they gave a great demo and went above and beyond to help us. They’re very knowledgeable and everyone got back to us in a really good time frame, making the implementation process easy.”
Colin and Scott, along with the rest of the team, noticed the benefits right away, and with little transition difficulties.
“It was all fantastic. Everyone was able to pick up the system pretty quickly – because of the simple interface.”
Once Deskpro was being used by the HR team, they immediately noticed the difference. By utilizing the powerful automation tools that Deskpro offers, including macros, mass replying to tickets, and using triggers to align the internal helpdesk to existing processes, they started to save hours of time.
“Our HR group really enjoy using it. It simplified a lot of their daily workflow and automated a large portion of their processes.”
Additionally, Laboratory Testing have employed Deskpro’s SLA feature and ticket priority fields, to effectively manage their ticket queues. This has empowered them to set priority levels and chose to be alerted when something has been in the queue for some time.
“We can set it so that if something has a deadline, we will be alerted nearer to the due date. It is stuff like that really helps HR a lot.”
Laboratory Testing experienced such a positive response from the switch to Deskpro, that they decided to expand its uses across to other departments.
“Our HR group love Deskpro, so I was very eager to switch my IT department over too.”
The all-in-one pricing of Deskpro ensured that it was easy to expand the software into new departments, with no unexpected costs for utilizing other features or channels.
Give agents the tools they need to provide great customer support.
Set up integrated and automatic urgency scores so agents understand which tickets to handle next.
Encourage self-service by automatically suggesting articles aligned to ticket issues.