The team on the OneWeb project had been growing and the communication and Anthony Carter recognised the need to provide a new helpdesk platform and help move the team forwards and be more organised as traditional methods of reaching out would lead to confusion.
They found that they were relying too much on face to face conversation, which led to loss of information as the outcomes would not be stored anywhere that could be easily accessed when needed by other team members.
“As we started growing rapidly, I needed to get full control of our data. That meant looking for an on-premise helpdesk.”
Once Anthony saw the issue, he knew what they needed from their new helpdesk software was a platform that would store all the information gathered from conversations with clients in an easy to access manner. As well as requiring a helpdesk that would have features that would make their work easier, it was crucial that they host their helpdesk themselves.
“Deskpro by far excelled over the other helpdesks we looked at.”
After testing different on-premise helpdesk options that are available, it became clear that Deskpro would be a good fit for the Airbus OneWeb team, as it had all the features the team needed, and allows them to keep their helpdesk secure.
After launching Deskpro they have been able to communicate internally in a much more sensible way which makes accessing the information held in these tickets a lot easier for the agents to manage and find at later dates.
“Since we rolled out Deskpro, I haven't come across any limitations.”
Anthony has also taken full advantage of the portal and publishing knowledgebase articles which allows his team, and their clients to quickly find solutions to any questions and makes sure that everyone is up to date about the progress that is being made with this large project.
“I've reached out to the Deskpro support team a couple of times and they've been very responsive. I've been very happy with their service.”
The next step to improving communication at Airbus OneWeb involves implementing live chat feature. Anthony hopes this will take advantage of the growth they have had in their team, and as this is a fast-moving project it is crucial that they can pass information out quickly across teams.
As Deskpro is so customizable they will be putting the API to use to see how more they can learn about their tickets when they put all the data they are collected to full use. With such high ambitions Airbus OneWeb are ensuring that they are constantly improving all aspects of both internal and external communications with their helpdesk.
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