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BI Worldwide relies on Deskpro to fulfil its global clients' needs

BI WORLDWIDE specializes in Sales and Channel incentive solutions, Employee Engagement programs, and Event Management.

The Challenge

Founded in 1950 by Guy Schoenecker, BI WORLDWIDE has grown into a global agency, with 19 offices worldwide in Australia, Canada, China, India, LATAM, Singapore, the UK, and the US.

Before Deskpro, the team at BI WORLDWIDE based in the UK, was relying on an expensive helpdesk software that failed to fulfill the needs of the growing business. The support team was left overwhelmed trying to manage the expansion, using a system that lacked new features or an engaging interface.

Ian Newman, a Development Manager at BI WORLDWIDE recognized that they needed to switch to a helpdesk that could accommodate its team of 260 and counting while continuing to support its customers.

“Although we had been using the helpdesk for a long time, it wasn’t moving forward, and it just didn't deliver what we wanted as a company anymore.”

The first thing that stood out about Deskpro was the interface, it is simple but you can do so much with it. The support has been fantastic. It was one of the smoothest transitions I think I've ever experienced in my career of moving to a new internal system.
Ian Newman Development Manager

The Solution

When Ian and the team decided to move helpdesk software, there were a few key factors that they were looking for from a new solution. It very quickly became apparent that Deskpro offered both innovative features and scalability.

The team at BI WORLDWIDE now uses the Deskpro internal support features to handle internal IT and system support for Associates, which allows them to manage internal operations effectively. The team also manage scalability by utilizing Deskpro’s features for international client bases, such as translations and agent time zones.

The Benefits

The benefits of switching to Deskpro have also been apparent in the efficiency rates of BI WORLDWIDE’s support team. Tickets are now dealt with more productively, which allows team members more time to progress with other valuable tasks.

“It has been a fantastic improvement to everything that we've had in the past.”

Not only has the team at BI WORLDWIDE noticed the change, but Ian believes that the transition to Deskpro was smooth and communicative, with the help of our customer success team.

The Future

Currently, BI WORLDWIDE is focusing on its primary mission of delivering exceptional results to its clients all over the globe.

"Deskpro has had a massive impact on efficiencies and various other things. It has been a really positive change."

Moving forward, Deskpro has equipped the team at BI WORLDWIDE with a scalable platform and features to manage its international clients efficiently. The team also takes advantage of the improved internal team collaboration and IT management for all 19 of its offices.