Les Scouts manages its members with efficiency boosting software

The Challenge

Les Scouts is a voluntary educational movement for young people, founded in 1912. It is the largest Scout association in the French and German-speaking parts of Belgium, with over 48,300 scouts.

As the largest Belgian association, Les Scouts needed an efficient and dependable platform to communicate with its members.

Christian Mattart, Webmaster at Les Scouts, explained that he and the team were previously using a shared email address to handle their inquiries. However, they found it was challenging to maintain and coordinate a smooth communication flow, and it was getting harder to keep up.

“Our previous system proved extremely difficult to handle conversations with our members.”

The Solution

Aware of the challenges, Les Scouts decided to start looking at what helpdesk software was available. Deskpro was able to offer a solution that could streamline its processes and introduce an easy-to-manage ticket system.

The initial project was to improve the way that members' inquiries are received and handled. Christian and his team linked Deskpro to its website’s contact form. This meant that any inquiries sent through the website would be automatically received as a ticket on the helpdesk.

Behind the scenes, the team loved the scale of automations possible with Deskpro. Les Scouts were able to automate aspects of its helpdesk to speed up some of the more manual tasks using triggers and APIs. Not only did this reduce the chance of human error, but it also freed up more time for the agents.

The Benefits

By utilizing just a few of Deskpro’s expansive features, Les Scouts have been able to connect with its members more effectively and productively. Agents can now ensure each response is properly answered and has a personal touch. And managers are able to see real data with dashboards and customized reports. Apart from the product, what Christian has enjoyed the most is the help from the Deskpro support team.

As Les Scouts have an On-Premise license, initially, there was worry about if the team ran into technical issues; and whether they would be able to overcome them. However, from the moment Les Scouts started its trial, the Technical support team at Deskpro was there to lend a hand.

“Deskpro’s technical support is very responsive, and we love that.”

The Future

For Les Scouts, the move to Deskpro has improved communications with members as well as internal organization. Looking forward, Les Scouts plans to integrate and utilize more of Deskpro’s features, in order to continue growing and providing excellent support to its members and volunteers.

“We are excited to integrate Deskpro’s voice feature, and monitor it using our customized reports.”

Allowing Les Scouts an even more advanced solution to fulfill its primary aim of interacting on a more personal level with its members across multiple channels, all from the same helpdesk software.