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Customer Story

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.

1994

Founded

LATVIA

Based

Location

Riga, Latvia

Deployment

On-Premise

Industry

Network Security

Website

opticom.lv

The Challenge

OptiCom has been providing 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 of 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 the search for a new solution.

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

The Solution

As an IT solutions company, OptiCom was very 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.”


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 the 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. All of the support handled via email and tickets has benefitted from the Agent productivity tools, such as snippets and collaboration.

In addition, Arnis and the customer support team have been utilizing the Feedback tool within Deskpro. This has helped them to keep a track of the happiness of customers and identify what needs improving.

“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. This has proved to be especially handy for high-level management meetings across different departments, using Metabase for all of the reports.

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

Having moved away from a helpdesk solution that wasn’t performing, Arnis was really happy with the level of support that Deskpro offers to all customers.

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

The Future

OptiCom has been with Deskpro since 2017 and has been able to grow 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.

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