Proscan have been using a helpdesk for their internal IT support for a while. The helpdesk proved to be an effective way of organising this team’s work and they decided they’d like to expand it to other areas of the business.
Unfortunately the Helpdesk they were using didn’t allow for effective segmentation of teams. Too much information would be exposed from one department to another if they added multiple departments to the helpdesk. A roll out across departments would have threatened internal privacy so was not an option.
Justin Houchin, a Systems Engineer at Proscan Imaging was tasked with finding an alternative helpdesk and he had a strong sense of what was needed.
"We wanted to be On Premise as we’re HIPAA compliant so it makes things much more straightforward that you can choose the deployment option with Deskpro. We also wanted to be able to securely containerize people so they have their own views of tickets and interface."
When Justin looked on the Deskpro site he was impressed by the design and encouraged by the size of some of the other customers that use the Deskpro helpdesk software.
Coupled with the fifteen years of experience Deskpro has in supporting people in providing great customer service it was apparent that the Deskpro platform was robust as well as rich in features.
"It was important to get good value for money for a solution that provided extensive features and was affordable. We found that Deskpro did this perfectly."
Proscan have found one of the great advantages to Deskpro is just how customizable it is. Justin knew he’d be able to separate Agents out by Departments when he purchased but the ability to add Department specific fields in the ticket forms as well has made it simple to roll out across teams.
"One thing that I really like of course are the custom fields that I can create. I also love that I can report on those! That alone gives me enough flexibility to take the whole Deskpro platform across departments."
Because the Deskpro reporting system allows you to easily drill down into database tables, reporting on numerous departments who are working on completely different tickets isn’t a problem either.
"The reporting’s really powerful. You can literally report on every table. So that's really nice & super useful"
Currently Proscan Imaging are focussed on Deskpro as a ticketing solution, as it is helping more and more departments to communicate more efficiently and enrich their reports.
Moving forward, Justin and the team plan to use the portal and knowledgebase features, to provide a database of internal FAQs for staff.
Deskpro’s flat pricing structure and unlimited Multi-branded portals mean that ProScan can easily roll out different features to different teams at their own pace.
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