Prior to using Deskpro, The Progressive Building Society were using Hornbill to manage their helpdesk.
They soon found that Horbnill's software was not offering the variety of customizable features that they desired as a company, nor was the interface user friendly.
In particular, the support team were finding the system challenging to use in their day-to-day activities. Additionally, the management team at The Progressive Building Society were seeking a helpdesk solution that was more affordable, scalable and most importantly, had a straightforward and fixed pricing plan.
One of the Senior Support Analyst's at The Progressive, lead the search for a new helpdesk.
“There were some features that our old helpdesk didn't offer, but Deskpro had readily available to us. Deskpro ticked all the boxes for us. It was more affordable than other options, so it was an easy decision to migrate to Deskpro.”
As the team at The Progressive were already using a helpdesk, the transition from Hornbill to Deskpro was pretty simple for the team. Once onboarded, the agents and management team could really start to see the benefits of the move.
The team have greatly benefited from Deskpro’s extensive features and is noticeable in the team’s daily productivity levels.
Valuable features include ticket categorization, which allow tickets to be automatically assigned to the right agent or department based on flexible criteria.
“We have categories set up, which can be applied to incoming tickets. So, it’s much easier to see what the items are. The customizable filters have been really, really useful for everyone using the helpdesk.”
As a result, the support team are equipped with the tools to enhance their productivity and focus on providing great customer support. The Progressive are now looking to the future, to see how many more processes they can improve and automate.
Moving forward, The Progressive aim to move beyond using just email to interact with users, and plan to utilize and customize the portal as well as implement more specific reports for management.
More specifically, the team are eager to begin taking advantage of the personalized dashboards and reports, in efforts to better monitor the company’s daily activities and KPI’s.
Clear tickets efficiently and effectively with automation tools.
Give agents the tools they need to provide great customer support.
Automatically categorize tickets and assign them to the right agent or department based on flexible criteria.