Case Study: GeoVerra boosts service desk productivity with BoldDesk

GeoVerra Adopts BoldDesk to Move Mountains of Tickets

GeoVerra, one of Canada’s largest geomatics firms, faced significant challenges with its previous help desk software, JitBit. The platform functioned as a manual, inefficient shared inbox that required agents to track tickets in Excel, lacked automation, and provided meaningless analytics. This stifled productivity and prevented the IT team, led by Director Michael Chan, from delivering a high standard of service and making data-driven decisions.

The company implemented BoldDesk as its new help desk solution. This shift resulted in a 25% improvement in operational efficiency and a minimum 50% improvement in knowledge base usage. BoldDesk’s automation, round-robin assignment, and built-in analytics empowered the team to engage customers more effectively and make informed improvements. The mobile app and responsive support from BoldDesk further contributed to a higher standard of service across the organization.

GeoVerra

Michael Chan

Director of Information Technology