Creative Networks

How Creative Networks migrated to Deskpro On-Premise after their previous helpdesk software stopped supporting on-premise.

Established
2005
Years Experience
40+
Summary
After Kayako dropped their On-Premise helpdesk software, Creative Networks needed an On-Premise support solution to continue delivering their customer focussed vision for business IT support.
The Challenge

Creative Networks were using the Kayako on premise product for ticketing. When it was announced that this was being discontinued the search for an advance helpdesk software to replace Kayako began.

"It was important that we had an on-premise solution. We needed something that was very customizable and easy to gather reports on."

Azeem Javed, Director of Engineering at Creative Networks, was given the task of finding a suitable solution. An alternative helpdesk software needed to provide an on-premise deployment and include extra features that Azeem and his team will benefit from, such as a customizable reporting interface and integrated live chat.

About Creative Networks
Creative Networks specialise in IT & Telecom Solutions for Businesses. They function as an IT team for their customers, who range from Petro – Chemical companies to Solicitors. Established in 2005 they have seen steady growth offering Managed Services with a customer centric focus.
Visit Creative Networks
The Solution

After testing a few helpdesk software solutions side-by-side, to find the best option for the team at Creative Networks. During the assessment of Deskpro, Azeem utilized the 14 day free trial, as well as Deskpro’s customer support team and documentation to help guide him through the product set-up.

“When I signed up to the trial of the software, the support team were very helpful and quick at getting back to me.”

Azeem found that the depth of customization available in tickets, email templates and reporting, to be far superior in Deskpro than other helpdesk software products he was testing. He soon decided that Deskpro On-Premise solution would be a great fit for the business and set about fully implementing it.

“Once we had decided to move, the Deskpro team proved to be a big help migrating from our old helpdesk (Kayako) to the new environment.”

"The Deskpro team proved to be a big help migrating from our old helpdesk to the new environment. "
Azeem Javed
Azeem Javed
Director of Engineering, Creative Networks
"It was important that we had an on-premise solution. We needed something that was very customizable and easy to gather reports on. "
Azeem Javed, Director of Engineering, Creative Networks
The Benefits

As Creative Networks had migrated from another helpdesk software to Deskpro, it wasn’t a new concept to have a helpdesk integrated with their business systems. However, the addition of a more powerful reporting interface and integrated live chat has enabled Azeem and his team to improve their customer support drastically.

“The software is so malleable and easy to customize, we have been able to improve workflows which allows us to provide more efficient support to our customers.”

Since Creative Networks started using Deskpro in 2017 as their helpdesk solution, the team have been amazed by the growth of the helpdesk features Deskpro has been able to develop improve.

“It’s great to see the software is always evolving, it has significantly improved since we started using it”

Azeem also highlighted that, being able to have on demand support was very important for them, especially as with Deskpro, customer support is included in the license fee.

The Future

When Azeem and the team at Creative Networks made the decision to migrate to Deskpro, they wanted to ensure that they were future proofing their helpdesk and that it would provide value to them now and in the future. In fact, they saw such great value in Deskpro they Creative Networks are now a Deskpro Partner, and resell the software to some of their own clients. The next step for Creative Networks is to be able to integrate payments and billing with external accounts software.

"We are looking to integrate some of the billing functionality with existing systems. And see that as the final piece in the puzzle."

With the new Apps and Integrations platform soon to be launched on Deskpro, the ability for developers to create new native integrations with ease, means that organizations like Creative Networks can personalize their helpdesk environment even more.

"It is great to see the software is always evolving, it has significantly improved since we started using it. "
Azeem Javed
Azeem Javed
Director of Engineering, Creative Networks

Creative Networks favorite features of Deskpro

Live Chat

Engage your customers in real-time with a fully-featured live chat solution

Customization

Deskpro is full of features and customizable components that require no coding.

Reports

Create powerful custom reports to reveal exactly what you need to know.

Ready to get started?

Try Deskpro for free. No credit card required. 30 second signup.