Supporting Parents Across the UK with Deskpro
For over 12 years, the National Childbirth Trust (NCT) has relied on Deskpro to deliver fast, consistent support to parents, practitioners, and volunteers across the UK. By unifying communications and streamlining workflows, Deskpro has helped NCT improve efficiency, collaboration, and service quality at scale.
The National Childbirth Trust (NCT) is the UK’s leading charity for parents, providing vital support to thousands of expectant and new parents across the UK and the Channel Islands. Through a wide range of tailored services, NCT empowers parents with information, community, and confidence during pregnancy, birth, and early parenthood.
With 190 staff, 600 self-employed practitioners, and 3,000 volunteers, NCT operates on a scale that requires seamless communication and highly responsive support to meet the needs of both service users and internal teams.
For over 12 years, NCT has trusted Deskpro to manage its multi-departmental support operations, ensuring that every parent and volunteer receives timely, high-quality assistance.
The Challenge
NCT’s mission involves managing a complex network of stakeholders, including:
- Expectant and new parents seeking advice or booking services.
- Self-employed practitioners delivering classes and courses.
- Volunteers organizing community support initiatives.
- Internal staff coordinating programs, fundraising, and administration.
Before Deskpro, support processes were fragmented, with communication handled across multiple unconnected channels and departments. This led to:
- Inconsistent response times across teams.
- Difficulty tracking historical interactions.
- Limited visibility into service demand and operational bottlenecks.
NCT needed a centralised, scalable helpdesk solution that could adapt to the needs of different departments while maintaining a single source of truth for all user support interactions.
The Solution
NCT implemented Deskpro as their central helpdesk platform, connecting multiple teams under one unified system. Over the past 12 years, the platform has enabled them to:
- Unify Communication Channels: Email, web forms, and other channels flow into Deskpro for consistent tracking and management.
- Customise Workflows by Department: Each department tailors Deskpro to its needs while sharing the same infrastructure, improving flexibility without sacrificing oversight.
- Automate Processes: Ticket routing, prioritisation, and notifications reduce manual effort, ensuring urgent requests are never missed.
- Provide Reporting & Insight: Built-in analytics give managers a clear view of support volumes, performance, and trends, enabling data-driven decision-making.
The Results
Improved Efficiency
NCT’s support teams now respond to queries faster and with greater consistency, even during peak demand periods such as major fundraising campaigns or nationwide events.
Greater Collaboration
Multiple departments work in sync, with Deskpro enabling transparent communication and shared knowledge resources across the organisation.
Long-Term Reliability
Over 12 years of use, Deskpro has scaled with NCT’s evolving needs, proving its reliability as a long-term partner in delivering exceptional support.
Data-Driven Improvements
Detailed reporting helps NCT identify trends, allocate resources effectively, and improve service delivery based on real-world feedback and performance metrics.
Deskpro is easy to use, has lots of configuration options and is very fast compared to other ticket logging systems.Steve Steel Network Engineer
About NCT
The National Childbirth Trust is the UK’s largest charity for parents, offering information, courses, and community support to help parents through pregnancy, birth, and early parenthood. Founded in 1956, NCT’s mission is to support all parents, no matter their circumstances, ensuring they have access to trusted advice and a welcoming community.
