Before Deskpro, the team at BI WORLDWIDE EMEA based in the UK were relying on an expensive helpdesk software which failed to fulfil the needs of their growing business. The support team were left overwhelmed trying to manage the expansion, using a system that lacked new features or an engaging interface.
Ian Newman, a Development Manager at BI WORLDWIDE EMEA recognised that they needed to switch to a helpdesk that could accommodate their team of 260 and counting, whilst continuing to support their customers.
“Although we had been using the helpdesk for a long time, it wasn’t moving forward, and it just didn't deliver what we wanted as a company anymore.”
When Ian and the team decided to move helpdesk software, there were a few key factors that they were looking for from their new solution. It very quickly became apparent that Deskpro offered both innovative features and the scalability.
The team at BI WORLDWIDE EMEA now use the Deskpro internal support features to handle internal IT and system support for Associates, which allows them to effectively manage their internal operations. They are also able to manage scalability by utilizing Deskpro’s features for international client bases, such as translations and agent time zones.
The benefits of switching to Deskpro have also been apparent in the efficiency rates of BI WORLDWIDE’s support team. Tickets are now dealt with more productively, which allows team members more time to progress with other valuable tasks.
“It has been a fantastic improvement to everything that we've had in the past.”
Not only have the team at BI WORLDWIDE EMEA noticed the change, but Ian believes that the transition to Deskpro was smooth and communicative, with the help of our customer success team.
Currently, BI WORLDWIDE is focused on their primary mission of delivering amazing results to their clients all over the globe.
Moving forward, Deskpro has equipped the team at BI WORLDWIDE with a scalable platform and features to efficiently manage their international clients. They are also now able to take advantage of their improved internal team collaboration and IT management for all 19 of their offices.
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