IMECE Destek scaled its support with helpdesk software

The Challenge

IMECE Destek was using Outlook for its customer support, but they were beginning to struggle. As the volume of emails grew and the team expanded, a shared inbox was not allowing the team to provide excellent customer support.

Mustafa Büyükkaya, IT & Business Development Manager, lead the search for a new helpdesk solution. As the team at IMECE Destek had not previously used a helpdesk, they started by writing out a plan and a checklist of priorities.

“As we were coming from Outlook, even basic features such as ticketing and a CRM were a step up. We also needed SLAs, flexible reporting, and automations to help our agents. But, because we are a Turkish company, the key thing was to have the software available in the Turkish language.”

The Solution

As IMECE Destek had not used a helpdesk before, Mustafa was keen to research their options in-depth. He wanted to ensure the change was smooth and chosen helpdesk was a long-term solution that could add to and improve customer support processes.

Alongside the support team at Deskpro, Mustafa set about creating an implementation plan for moving support from Outlook to Deskpro. It also needed to include completing the set-up in Turkish, which was made possible with Deskpro Language pack extensions.

The Benefits

The benefits to IMECE Destek from using Deskpro were felt immediately after the switch. By using SLAs and Escalations, the team was able to instantly create and up-hold business rules that were too tough to manage in Outlook.

Being able to utilize a reporting dashboard and custom queries was one of the major things that were just not possible for Mustafa and the team at IMECE Destek before switching to Deskpro. The reporting interface allows reports to be created from all of the data in the helpdesk. Allowing them to understand metrics such as which agents are performing well or check on the number of new tickets per hour. “I educated one of my teammates on how to use the DPQL reporting language. So we can create all of our own dashboards and run our own queries.”

When Mustafa or any of his team have run into an issue including help creating custom reports, they simply reach out to the support team at Deskpro, as support is included as standard with all of our licenses.

The Future

The team at IMECE Destek is currently using Deskpro for logging calls manually, to keep all of its customer communications in one place. Mustafa is looking forward to implementing Deskpro Voice on their helpdesk.

“I am really looking forward to connecting to Deskpro Voice. It will mean we can manage a call center directly within our helpdesk.”