C>Ways expanded its support capabilities with Deskpro

The Challenge

For more than 20 years, C>Ways has provided leading-edge, innovative IT and networking solutions to customers across the UK in both the public and private sectors. It has a proven track record of delivering fast and reliable solutions from concept to design to implementation.

C>Ways' IT support desk was using the free helpdesk Spiceworks. With limited functionality and in-product adverts, it wasn’t ideal for delivering the efficient customer focussed services C>Ways are built upon. Melissa Pratt, Helpdesk Supervisor, was tasked with finding an alternative.

"We used Spiceworks (a free solution). It was full of adverts and didn’t offer a lot of flexibility."

Melissa wanted a product that would allow the IT team at C>Ways to be able to offer a tailored service to their clients. As they were moving from a free solution, the cost of the new online helpdesk system needed to be justifiable as having a significant improvement in features and customization.

"When moving from a free product to a paid-for product the expense needs to be justifiable – you need to be sure you’re getting value for money."

The Solution

Melissa was thorough when exploring the options available with price point a key factor. When she began evaluating Deskpro, she was confident it was worth the new expense with a drastic improvement for the IT support desk at C>Ways.

"When we looked at Deskpro it was just such a great price for what you get. We are able to customize it brilliantly for our requirements."

Deskpro was configured and rolled out smoothly. It is now used every day by various teams at C>Ways.

"We got everyone set up in the system really quickly. It just pops up in the morning and away we go."

The Benefits

C>Ways bought Deskpro as a customer ticketing system and that’s where the team saw an immediate benefit.

"Deskpro works really well. For day-to-day ticket management, it's brilliant – we added in some custom fields allowing us to configure it exactly as we needed."

After using Deskpro for a while, Melissa and the team at C>Ways have been looking at other ways to leverage Deskpro; to make the helpdesk even more efficient. Melissa implemented Live Chat, as it seemed like a good way of dealing more effectively with high-volume one-touch tickets. Since rolling it out, Live Chat has proved a big success with C>Ways’ clients.

"The integrated live chat is really handy. If clients have a quick question we can reply straight away, it works really well."

Melissa also uses Deskpro's Help Center to centralize internal documentation for staff at C>Ways, "We started using the Help Center for storing internal bits, like our contract renewal information."

The Future

Moving forward, Melissa is looking at other ways of improving the helpdesk's workflows. As she rolls out new features, she feels confident that the Deskpro support team will be on hand to assist if required.

For C>Ways, implementing Deskpro has been a great success from the get-go. The move from a free helpdesk to a robust paid-for option has been justifiable.