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Opticom chose On-Premise software that instantly boosts support

After realizing that its customer support was being affected by its helpdesk, IT solutions provider OptiCom began the search for an On-Premise tool that could instantly improve its customer support.

The Challenge

OptiCom has provided large enterprises with IT solutions and expert advice for over 25 years across Latvia and the Baltics. Its mission is to offer the best IT solutions to ensure its customers receive the highest quality service.

However, the support team at OptiCom was struggling to provide the level of service it strived for and was being held back by its helpdesk. Arnis Morkans, Head of IT, began to search for a new solution.

“We were using HP Service Manager. It was unreliable and far too complicated to use, so we decided we wanted to change helpdesk software.”

The Solution

As an IT solutions company, OptiCom was keen to implement an On-Premise helpdesk, providing complete control over its data.

During the free trial, Arnis was able to test the capabilities of Deskpro to the full extent and set up the helpdesk in a live environment. After comparing it with a few other helpdesk options, it didn’t take long for Arnis to decide that Deskpro was going to fit its needs.

When a helpdesk just works it is beautiful, and Deskpro did that from day one.
Arnis Morkans Head of IT

The stand-out features for Arnis were the flexibility of the Ticketing and the ability to integrate reports with other software. Implementation of the helpdesk was quick, and OptiCom's support team was ready to go within days.

The Benefits

OptiCom has found that Deskpro has increased its reliability allowing sole focus on improving the happiness of its customers. Support ticket handling has benefitted from the Agent productivity tools, such as snippets and collaboration.

In addition, Arnis and the customer support team utilize the Feedback tool within Deskpro to help track customer satisfaction and identify areas that need improvement.

“Using the Feedback tool has enabled us to find out what our customers are really thinking”

The flexibility of Deskpro has also allowed OptiCom to access and share all of its helpdesk reports with other business units in a central location, which has proved to be especially handy for high-level management meetings across different departments using Metabase to store metrics.

“We have been able to sync Deskpro reports with Metabase. Allowing other business units to access and digest the support data alongside other datasets.”

After moving away from a helpdesk solution that wasn’t performing well, Arnis was happy with the standard of support Deskpro offers to all customers.

“The support team at Deskpro has been helpful and answered all of our questions. It makes my job much easier.”

The Future

OptiCom has been using Deskpro since 2017 and has grown alongside the product. Arnis and the team are always looking at ways in which they can improve customer service options. So plan to take a deeper look at Live Chat as well as looking forward to implementing Voice within the helpdesk.