Case Study: Marsroad streamlines IT support and trains new agents with BoldDesk

Teaching New Agents the Ropes with BoldDesk

Ruan Olivier, a general manager at the customer Marsroad, an IT services business, needed a better way to manage a long list of client issues and track the history of customer queries for his team. They sought an organized platform to manage their IT solutions process and handle the growing number of tech support requests from their clients.

The Marsroad team implemented BoldDesk and immediately began using its workflow management, ticket tracking, and canned responses features. The canned responses were particularly valuable for training junior technicians on how to communicate effectively with customers. As a result, the team became more efficient and is now planning to implement further BoldDesk features like WhatsApp integration to streamline customer communications.

Marsroad

Ruan Olivier

General Manager