How Emprint utilizes its Cloud deployment for both internal and customer support.
Emprint utilizes its Cloud deployment of Deskpro to provide both internal support for staff and customer support for clients.
Emprint migrated from an On-Premise deployment of Deskpro to a Cloud platform in the last year. They primarily use Deskpro for their internal helpdesk but were curious as to how a Cloud deployment could expand their options. Brian Thomason, IT Systems Engineer, explained how they felt “a Cloud version would be more flexible; we never exposed our On-Premise server to the internet because we didn’t want to worry about securing the server.”
So they wanted to look for a way to make their helpdesk work for them and reduce the stress of server management, they were able to achieve this by moving to a Cloud platform where Deskpro takes care of all backups, updates and security patches.
After migrating from Deskpro On-Premise, Brian instantly saw a positive effect. “It’s already helped tremendously switching to the Cloud. It’s easier and we have better peace of mind, now our users can access it from wherever they need.”
Since migrating, Brian and his team have also been exploring how they can make greater use of Deskpro not only for their internal team but for their clients too. “We’ve begun testing having different branded Help Centers for different products that our clients use.”
Brian has enjoyed using a number of Deskpro features, such as using Deskpro’s built-in reports. “I use some reporting, seeing how fast we can get to resolutions or working out our average response time. I have a feeling reporting is going to play a bigger role for us once we launch our customer-facing Help Center.”
Emprint are also beginning to introduce Voice to their helpdesk. Brian explains how they have “a lot of remote workers now and are transitioning more towards remote work” so they like being able to have an auto attendant and also appreciate how Voice pricing is “consumption-based”. It opens up more support possibilities for Emprint as they focus more on their customer support, “I feel like it’s a great approach for when we start opening up customer support directly as they’ll be able to call us.”
Brian continues to be pleased with their Cloud platform and has recommended Deskpro to a number of peers, "I think we've converted three other companies in our state to Deskpro, they were looking for a better helpdesk so I told them go check out Deskpro."
Emprint are looking forward to implementing Deskpro Horizon, after trialling our latest version they can’t wait to upgrade their helpdesk. “I liked it. It’s smoother. It seems to load a lot faster. We were interested in migrating the moment we got into the free trial and started looking.”