How Vienna House use Deskpro to provide exceptional customer support for their hotels across Europe.
Vienna House use Deskpro to provide exceptional customer support for their hotels across Europe.
Stefan Urdl, Corporate Director of IT for Vienna House, was looking for a ticketing system when he came across Deskpro. The team at Vienna House were looking for a software that would simplify their customer support tickets for their growing business that was hosted on the cloud.
Stefan explains that they decided to go with Deskpro after evaluating several other helpdesk systems: “We evaluated some other tools and at the end of the day Deskpro is a really cool one. I like that it’s on the cloud and that it has an easy licensing model.”
After implementing their Deskpro helpdesk, Stefan and his team found the system quite instinctive, he describes how they “didn’t have a ticketing system before Deskpro, but it’s very intuitive and easy to handle.”
For Vienna House, the features they make the most use of are “the ticketing system and reporting.” Stefan explains how they are the “two things we use on a daily basis.”
Stefan thinks that reporting is an important feature to have in the helpdesk, as he is able to accurately view his team’s performance: “It’s important to see how many tickets were opened and closed and how long it takes to resolve tickets.” He also finds the reporting interface quite intuitive, “it’s easy, it’s not rocket science and there are so many predefined reports.”
Stefan also found his agents were able to pick up the system quickly, as he had “never seen a ticketing system that is that easy for the agents.”
Vienna House are expanding their chain of award winning hotels further across Europe: “We are increasing in the market and will have many more hotels within the next two years.” So they require a helpdesk that can keep up with their growing business.
Stefan wants to make use of other features on the helpdesk in the future, “I was thinking about using the Chat feature but it is not necessary at the moment” and in the reports interface he wants to start building custom reports. “We don’t use SQL at the moment, I would like to do this in the future, but the in-built reports that are in Deskpro are really good.” This will help Stefan and the team at Vienna House increase the parameters of their internal reporting.