In 2013, Tain merged with another online gaming company, Betting Promotion, to become a global brand. With a new team structure, and 3 offices worldwide, they were using Kayako for their helpdesk software. However, after becoming disillusioned with Kayako and their removal of support for On-Premise, Tain began looking for a tool that would help their growing and multi-location support team.
Jonathan Bonnici, Technical Support at Tain, was part of the team that began the search for a new helpdesk. They had three main aspects for the helpdesk that they were looking for.
“It had to be On-Premise. It had to be scalable. And it had to be easy for us to migrate to."
The team at Tain were keen to test out their shortlist of helpdesk options side-by-side. During the testing phase, Jonathan reached out to the Deskpro support team to enquire about migrating their data from Kayako to Deskpro. He was able to use the in-built data importer to import directly from their Kayako On-Premise helpdesk.
“Migrating to Deskpro was plain sailing. We didn’t have any issues, it was painless.”
Once the migration of the data had been completed, Jonathan was quickly able to configure the helpdesk for their departments and teams. Due to the set-up of the support teams at Tain, they needed a helpdesk that was customizable to suit their needs, as well as being scalable if their teams growth continued its trajectory.
Once the team members had been on-boarded to the helpdesk, Tain were able to see the real benefits of switching to Deskpro. The flexibility of the admin interface compared to their previous helpdesk has helped Tain to constantly innovate their customer service automations and offering.
“Deskpro is really useful in my day to day work.”
Jonathan and the other helpdesk admins were able to set up Triggers to automate lots of the heavy lifting. By automating manual and repetitive tasks, they have been able to reduce human errors on tickets as well as giving their Agents the ability to answer more tickets. The team at Tain have also been impressed with the level of customer support that they have received from Deskpro, something that they found was lacking in other helpdesks that they trialled and used.
“Support from Deskpro is good, they are always very helpful and quick.”
Jonathan and the team at Tain, enjoy the flexibility that On-Premise brings with regards to upgrades. They are able to test out new upgrades in a separate environment before pushing them live on their helpdesk.
“Having regular upgrades of the software is fantastic, it improves every time.”
In the future, Jonathan and the team envisage using multi-brands to help provide client facing portals for their different brands, as well as moving across to the latest version of Reports.
Set up powerful automatic actions to run in response to ticket events.
Run actions on tickets that have spent a set amount of time in a certain state.
Manage all emails, chats, tickets and more - using a single, easy-to-understand interface.