Reading time • 3 mins

Cairn make customer service complimentary

Cairn Group's successful switch from Spiceworks to Deskpro has improved engagement with employees and allows better monitoring of progress and company-wide performance.

The Challenge

Prior to using Deskpro, Cairn Group was using Spiceworks, a free single-threaded help desk software. The team, including Darren Banfi a Senior IT Security Analyst, found that its customer-centric team was facing problems caused by its help desk; around the outdated interface, constant advertisements in-product, and an inability to satisfy the needs of the Cairn Group’s forward direction.

"It was demanding for us as a company to run several extensive training days for staff just to learn the help desk system that the team were using."

To be able to adhere to its mission of providing exceptional first-class customer service and going above and beyond for its guests, the Cairn Group decided to embark on a search for a new help desk platform.

The Solution

Darren and his team were looking for help desk software with an easy-to-use interface, customizable reports, dashboards, and a support team that could help them make a smooth transition.

The interface is so useful and easy to understand, Deskpro is one of the easiest help desk softwares I have used.
Darren Banfi Senior IT Security Analyst

It didn’t take long for Darren to see how Deskpro could truly revolutionize customer support at Cairn Group. The intuitive interface coupled with the reduction in training time and costs to onboard new employees was clear to see.

"We don't have to train the staff as much - and just use Deskpro instead of doing a three-day training course."

As customer queries occur throughout the day, the support team needed to have access to answers, fast. The in-built knowledge base software in Deskpro was a perfect place for agents to find solutions without any delay, using a library of resources available 24/7.

The Benefits

The Cairn Group have benefited most from the extensive customizability that Deskpro offers. The team are now more engaged with the company performance, thanks to real-time reports displayed on the office floor dashboards – which can be customized by department. They are also able to operate more efficiently, with online support and resources being readily available when needed.

"It's been a really good move. I can't fault Deskpro."

After making the switch, Cairn Group were able to take advantage of Deskpro’s easy-to-use interface, and created several customizable reports to monitor specific KPIs in their company performance. Now, the team have integrated Dashboards into the office, displaying real-time reports, including ticket queues and online agents.

The Future

Looking ahead, Darren and the team aim to take advantage of the iOS and Android mobile apps more. The apps have been invaluable when agents need to check on the status of tickets and queues easily from their mobile, when away from the desk or office. This also adds the crucial element of flexibility and accessibility to their operations.

Deskpro’s transparent pricing has enabled Darren to be able to forecast the budget as Cairn Group expand with more teams on the platform.

The all-in-one price has also helped the team roll-out new features as and when they chose, so they can work alongside their objectives and developments for the future.