How health company Arkansas Urology streamlined IT Support for all of their employees with Deskpro.
After making the move to a helpdesk platform, the Support team at Arkansas Urology chose Deskpro and has utilized the features available to streamline its IT support for all of its employees.
For a long time, the team at Arkansas Urology were relying on an email client for their internal IT support. This offered very little in the ways of organization and categorization of communication, with next to no additional or helpful efficiency features.
This meant that the Support team were left with little to no assistance from their previous platform. There was no indication of success rates, in regards to how many queries they solved, how happy employees were, and where the most frequent issues were occurring.
Once realizing that simply using email was not the best way to handle the important and frequent queries they receive, Max Kamis was given the task of searching for a new solution to the problem. Due to the security requirements of Arkansas Urology their new helpdesk needed to be an on-premise solution.
After looking at a few helpdesk software solutions, Max found Deskpro. Whilst testing the abilities of Deskpro against the other hepdesk software solutions, he knew it would be a good match for his team.
“The first thing that stood out about Deskpro was the interface, it was simple but you can do so much with it.” It was this simplicity combined with time-saving features that Max was looking for to make their internal IT support run as smoothly as possible.
Arkansas Urology found two major benefits as a result of implementing Deskpro for their internal support team; ticket handling and reports. The insights that the reports interface offers to management and the team keep them up to date with what is and is not working and helps them handle their ticketing better.
“We are now heavily dependent on the reporting in Deskpro. It allows us to keep a track of everything that is going on with the support team.”
The agent interface has optimized the way that the support staff can interact with and complete their tickets. Agents can now view their workload coherently, making it much more manageable than their previous support solution.
Another positive aspect for Max and his team is the fact that Deskpro runs off Linux, so any cron jobs that had to be run are very reliable, which has made everyone’s job easier.
Using Deskpro has given the Support team the tools to be more effective at their job. As well as providing the management with deep insights into the ‘health’ of their helpdesk through the reporting interface.
Max and the Support team at Arkansas Urology look forward to providing the best IT support service they can to their employees with Deskpro at their side.